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Role Description

The Patient Services Associate (PSA) is responsible for ensuring an excellent experience for patients and maintaining efficient front-office workflows. The Patient Services Associate interacts with patients by:

• Greeting and providing check-in prior to an appointment
• Collecting payments
• Communicating about waiting times
• Supporting check-out activities

PSAs respond to patient calls and inquiries on a timely basis, schedule and coordinate patient appointments, complete insurance verification, and update patient insurance information to support accurate billing and efficient payment for services. The Patient Services Associate also:

• Prepares the daily clinic schedule
• Completes the prep chart for upcoming appointments
• Supports the practice care team and staff in delivering high-quality care to every patient, every day

Qualifications

• High school diploma or general education degree (GED) or equivalent combination of education and experience; healthcare experience preferred
• 2-3 years recent experience in a related position in a medical office setting preferred
• Strong computer knowledge (Microsoft Office) preferred
• Experience in coding, office billing, insurance and government payer regulations, and other third-party billing requirements preferred
• Knowledge of medical terminology
• Superior customer service skills
• Excellent verbal and written communication
• Ability to work in a fast-paced environment
• Ability to work on multiple projects at one time
• Ability to work as a team player
• Ability to prioritize responsibilities and meet deadlines
• Ability to work in a high-stress environment

Requirements

• Welcome patients and visitors in a professional, friendly manner
• Register and check in patients; verify demographic and insurance information
• Collect copayments and outstanding balances
• Schedule follow-up appointments and provide visit summaries or referrals as needed
• Schedule new and follow-up appointments, including diagnostic testing according to clinical protocol
• Confirm, reschedule, and communicate changes or delays promptly
• Manage high-volume incoming calls using proper telephone etiquette
• Record accurate messages and route inquiries to appropriate team members
• Coordinate communication between patients, providers, and staff
• Review and update patient demographics and insurance information
• Verify insurance eligibility and benefits prior to appointments
• Obtain and document pre-authorizations and referrals as required
• Communicate coverage issues or policy changes to patients before visits
• Assist patients with insurance inquiries and time of service payment expectations
• Maintain knowledge of insurance requirements, including managed care and government programs
• Prepare daily clinic schedules and complete chart prep for upcoming appointments
• Support office operations, including faxing, scanning, and indexing documents into the patient’s medical record
• Provide compassionate assistance and resolve patient concerns promptly
• Ensure patient confidentiality and compliance with HIPAA regulations
• Contribute to a clean, safe, and welcoming environment

Benefits

• Comprehensive benefits in a vast array of plans that fit your life and lifestyle
• Medical, Dental, Vision, Life, Disability, Healthcare FSA, Dependent Care FSA, and HSAs
• 401k plan and Employee Stock Purchase Program
• Some benefits are provided at no cost, while others require a cost share between employees and the company
• Voluntary plans available for selection with convenient payroll deductions