Patient Service Representative

PRISM Vision Group; Rockville (MD); On-site; USD 25,000 - 43,000; Full time

Job summary

PRISM Vision Group is seeking a Patient Services Representative to join the Retina Group of Washington partner practice in Fairfax, VA. You will manage patient access, schedule appointments, perform full registration, verify insurance, and provide upfront financial counseling while upholding HIPAA and patient privacy standards.

In this full-time, non-exempt role you will handle inbound and outbound communications, facilitate smooth patient flow, collect payments, and coordinate visit logistics

Qualifications

• English proficiency required with clear verbal and written communication.
• 2+ years experience in patient-facing healthcare or similar customer service role preferred.
• High attention to detail and accuracy in scheduling, registration, and billing processes.

Responsibilities

• Schedule and complete full registration for appointments with attention to policy and accuracy.
• Initiate pre-registration and verify demographic and insurance information.
• Verify insurance benefits and referrals; confirm patient eligibility.
• Obtain and verify ID and insurance cards; ensure patient identity and coverage.
• Maintain HIPAA privacy and confidentiality.
• Facilitate smooth patient flow through clinical care process.
• Provide information on appointments, policies, and costs to patients.
• Offer upfront financial counseling and discuss payment options.
• Inform patients of financial obligations and collect payments per guidelines.
• Act as liaison for patients, physicians, and staff to resolve issues.
• Notify relevant parties about appointment times, referrals, insurance verification, and prior authorizations.
• Train other PSRs and deliver excellent customer service.
• Comply with company policies and standards.

Skills

Verbal & written English

Bi-Lingual

Problem solving

Cash handling

Interpersonal skills

Team player

HIPAA compliance

Computer literacy

MS Office

Education

GED/High School Diploma

Job description

Position Title: Patient Services RepresentativeEmployment Type: Full-Time, Non-Exempt

Hours: 7:30am-5pm (Monday-Friday)Practice: Retina Group of Washington, a PRISM Vision Group Partner PracticeLocation: Fairfax, Virginia

Travel: Required between offices dependent on office/location needsCompensation: $18.00 - $31.89 per hour, based on experience and qualifications

The Patient Service Representative (PSR) serves as a vital member of the patient access team and is responsible for delivering exceptional customer service throughout the patient care journey. This role manages the full scope of patient access functions, including handling inbound and outbound patient communications via telephone, online platforms, and in-person interactions. The PSR assists patients with scheduling appointments, coordinating visit logistics, and ensuring a seamless experience from initial contact through follow-up care.

Responsibilities

ROLE AND RESPONSIBILITIES

• Schedule and accurately complete full registration for patients requesting appointments while adhering to policies and procedures regarding appointment scheduling and registration processes, performing these tasks accurately and with attention to detail to ensure the highest quality standards.
• Initiate pre-registration process and ensure all demographic insurance information is accurate, complete and up to date on patient’s chart.
• Verification of insurance information, verification of benefits and insurance referral information.
• Obtain legal photo identification and (if applicable) insurance card(s) and validate patient identity and coverage prior to services being rendered to ensure patient safety and financial reimbursement.
• Adhere to HIPAA standards related to patient privacy and confidentiality.
• Assure ease of patient flow through the clinical care process.
• Provide patients with all required information regarding appointments and payment policies (e.g. medical records, parking, cash policies, anticipated charges, cancellation policy).
• Provide upfront financial counseling services at time of check-in including identifying alternate funding resources and establishing payment plans.
• Advise patients of financial obligations and collect funds according to established guidelines.
• Act as a liaison/advocate for patients, physicians, and staff in facilitating ease of care. Identify and resolve trouble spots and problem patterns in the provision of care.
• Notify appropriate parties of the appointment time, referral criteria, insurance verification, and prior authorization requirements.
• Train other patient services representatives and provide excellent customer service skills.
• Comply with company policies and standards.

Qualifications

POSITION QUALIFICATIONS:

Education: High School Graduate or General Education Degree (GED)

Experience: 2+ Years experience in a patient facing healthcare function or other customer service function preferred.

KNOWLEDGE/SKILLS/ABILITIES:

• Excellent verbal and written communications skills in English. Bi-Lingual a plus.
• Must possess excellent, critical thinking, analytical, troubleshooting, problem resolution, and customer service skills.
• Mathematical and cash management skills.
• Excellent interpersonal skills and ability to work effectively with physicians, co-workers, other departments and patients of all ages, and from across a broad range of cultural and social economic backgrounds.
• Ability to work as an integral team member under minimal supervision, in a fast-paced, complex environment.
• Ability to show tolerance and sensitivity in stressful situations and safeguard confidential information in accordance with established policies and HIPAA regulations.
• Computer literate and ability to use multiple systems and acquire proficiency in multiple electronic systems.
• Proficient with Microsoft Office Suite

WORK ENVIRONMENT:

An office environment with a controlled atmosphere. Possible exposure to staff or patients with communicable diseases and blood borne pathogens.