Patient Service Representative

Novus Health STL; St. Louis (MO); On-site; USD 30,000 - 40,000; Full time

Job summary

Novus Health STL is seeking a Patient Service Representative (PSR) to be the first point of contact for patients and visitors in a clinical setting. You will support appointment scheduling, registration, insurance verification, and administrative duties while maintaining HIPAA-compliant and welcoming front desk operations.

The role emphasizes delivering exceptional customer service, coordinating with providers and staff, and ensuring accurate patient information and smooth clinic workflow in a

Qualifications

• Customer service skills and providing a positive patient experience.
• Attention to HIPAA regulations and patient privacy.

Responsibilities

• Greet patients and visitors professionally at the front desk.
• Answer phone calls and respond to patient inquiries promptly.
• Handle patient check-in/check-out and registration processes.
• Verify insurance information and determine eligibility.
• Assist with telehealth prep and access as needed.
• Maintain accurate patient records in the EHR system.

Skills

Customer service

HIPAA compliance

Team collaboration

Education

High School Diploma/GED

Tools

eClinicalWorks

Job description

Patient Service Representative (PSR)

Position Summary: The Patient Service Representative (PSR) serves as the first point of contact for patients and visitors at Novus Health. This role is responsible for creating a welcoming and professional experience while supporting efficient clinic operations through appointment scheduling, patient registration, insurance verification, communication coordination, and administrative support. The PSR plays a critical role in ensuring a positive patient experience, facilitating access to care, and maintaining accurate patient information. The PSR demonstrates exceptional customer service skills, strong attention to detail, and the ability to thrive in a fast-paced healthcare environment.

Essential Responsibilities

Patient Experience & Front Desk Operations

• Greet patients, visitors, and vendors in a professional and courteous manner.
• Provide exceptional customer service and create a positive patient experience.
• Answer incoming phone calls and respond to patient inquiries promptly and professionally.
• Manage patient check-in and check-out processes.
• Maintain patient confidentiality and privacy in accordance with HIPAA regulations.
• Address patient concerns and elevate issues appropriately when necessary.
• Ensure waiting and reception areas remain organized and welcoming.

Scheduling & Access to Care

• Schedule, reschedule, and confirm patient appointments.
• Coordinate provider schedules to maximize efficiency and patient access.
• Manage appointment reminders and follow-up communications.
• Assist patients with telehealth appointment preparation and access.
• Monitor cancellations and waitlists to optimize clinic scheduling.

Registration & Insurance Verification

• Collect and verify patient demographic and insurance information.
• Obtain required registration forms and patient consents.
• Verify insurance eligibility and benefits prior to appointments.
• Review and explain financial policies, copayments, and patient responsibilities.
• Maintain accurate patient records within the Electronic Health Record (EHR) system.
• Identify and resolve registration and insurance discrepancies.

Administrative Support

• Process incoming and outgoing correspondence, faxes, and medical records requests.
• Scan, upload, and maintain electronic patient documents.
• Support providers and clinical staff with administrative requests.
• Manage incoming patient forms and ensure timely completion.
• Assist with patient portal enrollment and utilization.
• Perform general office duties including filing, data entry, and document management.
• Travel to other locations to support administrative needs.

Revenue Cycle Support

• Collect copayments, deductibles, and outstanding balances according to organizational policies.
• Process payments accurately and maintain proper documentation.
• Support claim resolution activities through accurate demographic and insurance data collection.

Team Collaboration

• Collaborate with providers, nurses, care coordinators, and administrative staff to support patient care.
• Participate in staff meetings and organizational initiatives.
• Assist with workflow improvement efforts to enhance patient satisfaction and operational efficiency.
• Promote a positive, team-oriented work environment.
• Coordinate lunches with pharmaceutical representatives

Quality & Compliance Responsibilities

• Adhere to all HIPAA, OSHA, and organizational policies and procedures.
• Maintain confidentiality of patient and organizational information.
• Ensure accurate and timely documentation of patient interactions.
• Follow established protocols for patient identification and registration.
• Support patient safety and quality improvement initiatives.
• Maintain compliance with all applicable healthcare regulations.

Required Qualifications:

• High School Diploma/GED
• 1 year of medical insurance verification experience

Preferred Qualifications:

• Experience with eClinicalWorks is a major plus
• 1 year of front desk experience