patient service representative

A Patient Service Representative (PSR)—often called a Medical Front Office Coordinator—is the primary point of contact between patients and a healthcare organization. Their role combines customer service, administrative tasks, and healthcare logistics to ensure a smooth "patient journey."

Core Roles & Responsibilities

• Front Desk Management: Greeting patients, managing the check-in/check-out process, and maintaining an organized and welcoming waiting area.
• Patient Registration: Collecting and updating demographic information, obtaining consent forms, and ensuring all digital records in the Electronic Health Record (EHR) system are current.
• Scheduling & Triage: Coordinating appointments for multiple providers, managing cancellations, and screening patient calls to prioritize urgent medical needs.
• Insurance Verification: Confirming patient coverage, obtaining necessary prior authorizations, and identifying out-of-network issues before the appointment.
• Financial Collections: Calculating and collecting co-pays, deductibles, or outstanding balances at the time of service, often using payment platforms like Waystar or InstaMed.
• Medical Records Handling: Managing the secure release of information (ROI) and ensuring all actions comply with HIPAA Privacy Rules.
• Referral Coordination: Processing outbound referrals to specialists and ensuring the necessary clinical documentation is sent to the receiving office.
• Patient Education: Explaining office policies, billing procedures, and providing instructions for telehealth visits or portal registration.

Essential Skills & Qualifications

• Soft Skills: High empathy and "bedside manner" to deal with patients who may be stressed, anxious, or in pain.
• Technical Proficiency: Familiarity with practice management software such as Epic Systems, Athenahealth, or eClinicalWorks.
• Medical Terminology: Basic understanding of medical coding and terminology to accurately route messages and schedule procedures.