Patient Services Representative

Southlake Orthopaedics; Southlake (AL); On-site; USD 32,000 - 42,000; Full time

Job summary

Southlake Orthopaedics is hiring a Patient Services Representative to be the first point of contact for patients, handling in-person and phone interactions with a focus on a seamless experience. The role blends front desk duties with call center activities, including scheduling, insurance checks, and patient intake.

The ideal candidate is organized, detail-oriented, and thrives in a fast-paced environment requiring strong communication and problem-solving skills.

Qualifications

• High school diploma or equivalent required.
• 6 months of medical office or call center experience preferred.
• Knowledge of EHR systems and medical terminology is desirable.
• Strong communication and interpersonal skills required.
• Ability to multitask and work independently in a fast-paced environment.
• Proficiency in Microsoft Office and related software.
• Exceptional attention to detail and organizational skills.

Responsibilities

• Answer incoming calls promptly in a high-volume setting.
• Greet patients and visitors at the front desk in a professional manner.
• Respond to questions about services, appointments, billing, and referrals.
• Maintain a positive and compassionate approach with patients and staff.
• Schedule appointments using electronic scheduling software.
• Confirm and update appointments and verify insurance eligibility.
• Coordinate referrals and ensure documentation is complete.
• Obtain prior authorizations when required.
• Collect and verify patient demographics and insurance data in the EHR.
• Create and maintain patient charts with current contact and physician information.
• Distribute and collect pre-visit documents and scan into charts.
• Check patients in/out accurately and efficiently.
• Collect copays and track balances; issue receipts.
• Monitor daily appointment schedule and front desk needs.
• Keep front desk and lobby clean and organized.
• Ensure forms and materials are stocked.

Skills

Communication skills

Interpersonal skills

Multitasking

Problem solving

Microsoft Office

EHR familiarity

Education

High School Diploma or equivalent

Tools

Electronic Health Records (EHR) software

Scheduling software

Job description

POSITION SUMMARY:

The Patient Services Representative (PSR) serves as the first point of contact for patients-both in person and over the phone-and is responsible for delivering a seamless, compassionate, and efficient patient experience. This role combines front desk responsibilities with call center functions, including appointment scheduling, insurance verification, and patient intake support. The ideal candidate is organized, detail-oriented, and thrives in a fast-paced environment that requires excellent communication and problem-solving skills.

QUALIFICATIONS AND SKILLS:

• High School Diploma or equivalent required
• 6 months of experience in a medical office or call center environment, preferably in a healthcare setting.
• Knowledge of EHR systems and medical terminology is highly desirable.
• Strong communication and interpersonal skills.
• Ability to multitask and work independently in a fast-paced environment.
• Proficiency in Microsoft Office and other relevant software platforms.
• Exceptional attention to detail and organizational skills.

ESSENTIAL RESPONSIBILITIES:

Patient Communication & Customer Service

• Answer incoming calls promptly and courteously in a high-volume call center environment.

• Greet patients and visitors warmly and professionally at the front desk.

• Respond to patient questions and concerns regarding services, appointments, billing, and referrals.
• Maintain a positive and compassionate approach in all interactions with patients, families, staff, and providers.

Scheduling & Coordination

• Schedule appointments for new and established patients using electronic scheduling software.
• Confirm and update appointments and insurance eligibility.
• Coordinate patient referrals and ensure referral documentation is complete.
• Obtain prior authorizations and pre-certifications when required.

Patient Intake & Documentation

• Accurately collect, verify, and input patient demographic and insurance information into the Electronic Health Records (EHR) system.
• Create and maintain patient charts with up-to-date contact, pharmacy, and physician information.
• Distribute and collect appropriate pre-visit documents and ensure they are completed and scanned into patient charts.

Front Desk Operations

• Check patients in and out with accuracy and efficiency.
• Collect copays and outstanding balances; issue receipts and maintain accurate financial records.
• Monitor and prepare the daily appointment schedule.
• Maintain the cleanliness and organization of the front desk and lobby areas.
• Ensure forms, supplies, and patient-facing materials are stocked and available.

Insurance & Referral Management

• Verify insurance coverage and obtain necessary referrals from primary or referring providers.
• Communicate with insurance companies to facilitate eligibility checks and pre-authorizations.
• Escalate urgent or unresolved issues appropriately to ensure timely patient care.

WORK ENVIROMENT:

• This position operates in both a clinical front office and a call center setting.
• Requires sitting, standing, and walking for extended periods.
• Must be able to lift up to 25 lbs occasionally (e.g., stocking forms/supplies).

OTHER DUTIES:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.