Patient Services Representative

Wayne State University Physician Group; Detroit (MI); On-site; USD 34,000 - 48,000; Full time

Job summary

Wayne Health in Detroit is seeking a Patient Services Representative to handle reception and administrative tasks in an outpatient clinic. You will greet patients, schedule appointments, check-in/out, verify demographics, collect payments, and support billing processes while maintaining privacy and compassionate service.

The role requires 2–3 years of medical office experience, EHR proficiency (NextGen or Athena preferred), and strong Excel/Word skills, with a patient-centered approach and

Qualifications

• High School Diploma required; 2–3 years medical office or billing experience preferred.
• Proficient in medical terminology and data entry with attention to detail.
• Strong Excel and Word skills; able to navigate multiple healthcare platforms.

Responsibilities

• Answer high volume inbound calls and route messages; schedule and confirm appointments.
• Perform check-in/check-out procedures and verify patient demographics and insurance information.
• Collect co-payments and process payments; assist with billing and pre-authorization tasks as needed.
• Provide excellent customer service while maintaining privacy and confidentiality; support coordination across locations.

Skills

Microsoft Excel

Microsoft Word

Medical terminology

Data entry

Education

High School Diploma

Tools

NextGen

Athena

Job description

Job Summary

The Patient Services Representative (PSR) performs reception and administrative duties in an outpatient clinic setting. The PSR interacts with patients, guests, families, physicians, and other members of the clinical team to create an exceptional patient and family experience. The PSR greets patients and guests courteously via telephone or in person, schedules appointments, completes check‑in and check‑out processes, answers phone calls, documents messages, obtains and verifies accurate identification and demographic data for the patient’s permanent medical record.

Responsibilities

• Answer a high volume of inbound calls, place outbound calls, monitor voicemail, recordkeeping, file maintenance, sort and distribute incoming mail and facsimiles.
• Schedule patient appointments according to defined protocols; instruct patients on appointment date, arrival time, location and answer any questions.
• Maintain an understanding of services provided by the provider at each location.
• Efficiently type, talk and navigate multiple healthcare platforms and reference material simultaneously to assist patients in a timely manner.
• Greet patients and guests upon arrival, confirm identity, and provide necessary visit information.
• Confirm patient demographics, insurance information, prior authorizations, physician referrals and other check‑in procedures as directed.
• Collect co‑payments, fees for services and past‑due balances.
• Identify patients eligible for self‑pay, sliding fee‑scale discounts, federal grant funding, financial assistance and budget plans.
• Follow WSUPG policy to provide applications, review documentation and enroll patients in eligible plans as appropriate.
• Post payments, process billing information and follow end‑of‑day closing procedures.
• Prepare reconciliation and bank deposit forms on a daily basis.
• Provide excellent customer service, identify and respond to additional needs, and treat others with care and respect while maintaining privacy and confidentiality.
• Maintain a safe and clean workplace and patient waiting areas.
• Inform patients of any delays or changes in appointment status.
• Adhere to policies and procedures including quality and patient safety protocols, verification of benefit eligibility, pre‑authorization requirements, payment collections, no‑shows, etc.
• Travel to other WSUPG clinic locations as needed.
• Perform other duties as assigned.

Education and Experience

• High School Diploma or equivalent required.
• Minimum 2–3 years of medical billing or physician office experience.
• EHR system experience required.
• Preferred: Previous customer service experience, experience with NextGen or Athena systems.

Qualifications

• Strong working knowledge of Microsoft Excel and Word.
• Basic medical terminology knowledge.
• Basic office skills including typing 35 wpm and accurate alphanumeric data entry.
• High attention to detail.
• Excellent verbal, written, and problem‑solving communication skills.
• Ability to communicate sensitive financial information.
• Excellent interpersonal skills to establish and maintain productive relationships with physicians, patients, families, and others inside and outside the clinical practice.
• Excellent customer service skills and independent thinking, sound judgment, and creativity in resolving customer issues.
• Ability to multitask and work effectively independently and with a team.
• Ability to handle stressful situations while maintaining professionalism.
• Knowledge of medical insurance and medical office billing.
• Capacity to sit for long periods and lift up to 50 pounds.
• Sensitivity to work with seriously ill patients and their families.
• Commitment to a patient‑centric, efficient health‑care delivery system focused on quality, safety and operational excellence.

Safety Requirements

• Compliance with departmental health and safety policies and procedures.
• Mandatory TB test annually (based on departmental guidelines).

Working Conditions

40‑hour work week; hours and days to be determined by business needs. Additional hours may be required.

EEO Statement

Wayne Health is an EEO/AA/Veteran/Disability Employer.

COVID‑19 Vaccination Requirement

Wayne Health requires all employees who will interact with the public and/or co‑workers to be fully vaccinated against COVID‑19, or to have a sincerely held religious or medical exemption. New hires must have completed the primary vaccination series by start date and a booster within 30 days of eligibility. Those with an approved exemption must submit weekly PCR test results. Employees working 100% remote are exempt from these requirements.