The Patient Services Representative is often the primary source of information for patients who contact a medical office for information. These employees must have a professional demeanor and great customer service skills.

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Job Tasks:

  • Greet patients and visitors, ascertain purpose of visit and direct them appropriately.

  • Interview patients or their representatives to identify problems and/or needs relating to care.

  • Collect payments and co-payments for all services.

  • Establish and maintain demographics and insurance information using appropriate on-line systems.

  • Schedule and confirm patient diagnostic appointments, surgeries or medical consultations.

  • Coordinate communications between patients, family members, medical staff, administrative staff or regulatory agencies.

  • Schedule mutually acceptable appointment times for patients and physicians using computerized scheduling systems.

  • Maintain medical records, technical libraries, or correspondence files.

  • Maintain knowledge of community services and resources available to patients.

  • Operate office equipment such as voice mail messaging systems and use word processing spreadsheet, or other software applications to prepare reports, invoices, financial statements, letters, case histories or medical records.

Skills and Abilities Needed to Perform Job:

  • Knowledge of administrative and clerical procedures and systems such as word processing, file and record management, transcription, designing forms and other office procedures and terminology.

  • Knowledge of customer relationship management (CRM).

  • Knowledge and use medical software, e.g. admissions & discharge, Epic Systems, Medical procedure coding software, MEDITECH, etc.

  • Knowledge and use of computers and electronics, hardware and software including applications and programming.

  • Knowledge of use of Microsoft programs (Word, Excel, Office and Outlook)

  • Knowledge of principles and processes for providing customer and personal services. 

  • Knowledge of analytical or scientific software to assess patient satisfaction. 

  • Knowledge of human behavior and performance individual differences in ability, personality and interests. 

  • Knowledge of business and management principles involved in strategic planning.

  • Knowledge of the structure and content of the English language. 

  • Oral Comprehension – Ability to listen to and understand information presented through spoken words.

  • Oral Expression – Ability to communicate information in speaking so that others will understand.

  • Speech Clarity – The ability to speak clearly so others can understand you.

  • Speech Recognition – Ability to identify and understand the speech of another person.

  • Active Listening – Ability to give full attention to what others are saying and taking time to understand.

  • Written Comprehension – The ability to read and understand information and ideas presented in writing.

  • Deductive Reasoning – Ability to apply general rules to specific problems to produce news that make sense.

  • Problem Sensitivity – Ability to tell when something is wrong or is likely to go wrong.

  • Service Orientation – Ability to provide excellent customer service (patient care).

  • Near Vision – The ability to see details at close range.

Desired Work Style Attributes:

  • Concern for Others – Sensitive to needs of others

  • Dependability – Reliable and responsible

  • Self-Control – Maintaining composure, keeping emotions in check

  • Attention to details

  • Independence – Developing one’s own way of doing things, guiding oneself with little or no supervision

  • Integrity – Honest and ethical

  • Stress Tolerance – Accepting criticism and dealing calmly in stressful situations

  • Cooperation – Pleasant with others

  • Social Orientation – Preferring to work with others rather than alone

Education Requirements:

A high school diploma or equivalent is preferred for some employers and required for other employers. However, Patient Service Representatives should be prepared to meet the preferred minimum educational attainment because, depending on the type of position, additional training may be necessary. Some employers may require training through an accredited institution in the form of a postsecondary certificate or an associate degree program. Technical and community colleges offer certificate or associates degree programs in medical assisting, which provide a more advanced academic background and experience for an aspiring patient service representative.

These programs typically take 1-2 years to complete. Courses may cover advanced anatomy, medical terminology, medical records, health insurance compliance and basic office organization. Some programs include a practicum for students to get hands-on training with local clinics. This allows a student to practice new skills, gain familiarity with medical office layouts and make contacts for future employment.

When choosing a postsecondary institution, it is advisable to look for one that has a program accredited by the Accrediting Bureau of Health Education Schools or the Commission on Accreditation of Allied Health Education Programs. This is important because most certification agencies only accept candidates who possess a certificate or degree from an accredited academic program.

Certification/Licensure: Not required