Patient Services Rep Wilmington Clinic

If you are interested please apply online and send your resume to

POSITION SUMMARY

The Patient Service Representative (PSR) serves as the first point of contact and ambassador for patients and families entering the clinic. This role is essential in creating a welcoming patient-centered environment while ensuring the accuracy and integrity of all frontend revenue cycle processes. The PSR is responsible for expertly managing patient registration eligibility verification scheduling and ongoing communication in a high-volume ambulatory setting. As a key contributor to clinical operations the PSR maintains accurate provider schedules supports efficient patient flow partners with clinical teams to ensure timely care and upholds service excellence standards during every interaction both in person on the phone and in writing including Artera text messaging and email. This position requires deep understanding of insurance coverage across federal state and commercial programsincluding primary/secondary coordinationand contributes directly to the organizations financial performance and patient satisfaction outcomes.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Patient Experience & Front Desk Operations

• Serve as the first welcoming point for patients and visitors using exceptional customer service professionalism and cultural sensitivity.
• Create and maintain an inviting orderly and patient-centered reception environment.
• Support patients through check-in/check-out processes with accuracy compassion and efficiency.
• Respond promptly to patient needs questions and concernsescalating issues when appropriate.
• Maintain confidentiality and uphold patient rights at all times.
• Works constructively and collaboratively with nursing and provider staff to solve problems and create efficiencies to improve the patient experience.
• Encourages patient feedback though promotion of patient satisfaction surveys.

Registration & Revenue Cycle Integrity

• Perform complete and accurate patient registration including demographic updates consent forms HIPAA documentation and insurance capture.
• Verify insurance eligibility at every encounter for federal state and commercial plans; confirm primary vs. secondary coverage and update payer sequence.
• Validate insurance cards and photo identification to ensure correct coverage assignment and reduce claim errors.
• Collect copayments self-pay amounts share of cost co-insurance and other patientresponsible balances in accordance with organizational policies.
• Conduct other financial qualifications for patients without insurance coverage including the sliding fee scale (SFS)
• Participate in routine self-audits and revenue cycle audits; close identified gaps promptly.
• Ensure compliance with established workflows payer rules scheduling guidelines and frontend best practices.

Scheduling & Provider Support

• Maintain accurate up-to-date appointment schedules for all physicians advanced practice providers and ancillary services including lab and nursing visits.
• Fill available appointment slots in alignment with scheduling protocols and access standards.
• Support schedule management during provider changes including patient displacement and rescheduling appointments and outreach for no-shows.
• Monitor patient flow and notify providers or care teams of delays; escalate delays exceeding acceptable thresholds (e.g. >15 minutes).
• Execute outreach calls for post-discharge patients from the Emergency Department and inpatient settings to facilitate appropriate and timely discharge follow-up appointments.

Communication & Administrative Support

• Answer phones promptly and professionally; route calls to appropriate departments or resolve issues when possible.
• Provide patients with accurate directions instructions and clinic information.
• Prepare organize and maintain necessary front desk materials including new patient packets and downtime documentation.
• Maintain EMR accuracy by filing retrieving and forwarding records as needed ensuring availability of treatment information.
• Support clinical and administrative team members with information communication and coordination to ensure operational excellence.
• Respond to emergency situations according to established protocols.
• Adopts and adheres to established learning activities related to continuous improvement and evolving changes in the medical grous.

Compliance Safety & Organizational Standards

• Follow all hospital and departmental policies procedures and regulatory requirements.
• Uphold confidentiality standards and HIPAA regulations in all interactions.
• Maintain a clean safe working environment; follow all safety and infection-control procedures.
• Demonstrate behaviors aligned with Standards of Excellence including ownership positive attitude responsiveness communication teamwork and privacy.
• Completes all trainings and competencies on-time.
• Participates constructively through feedback and identifying opportunities for improvement to improve patient service operations with the management and training staff.

Other

• Performs rom or protocol protecting the organziation y issues to management for assistance if asked go outside of establisother duties as assigned by management.

POSITION REQUIREMENTS

• High School graduate or equivalent required
• Front office training education preferred

B. Qualifications/Experience

• At least one (1) year of experience in a medical front office setting or similar
• At least one (1) year of experience with direct handling of insurance eligibility/verification
• At least one (1) year of experience with using electronic medical records electronic patient registration and scheduling.
• Medical Assistant front office experience preferred.

C. Special Skills/Knowledge

• Exceptional customer service and communication skills.
• Demonstrated ability to multitask in a fast-paced clinical environment.
• Strong understanding of insurance eligibility coordination of benefits and medical office billing workflows.
• High level of accuracy organization and attention to detail.
• Proficiency with scheduling systems and electronic medical records.
• Bilingual Spanish skills strongly preferred.

#LI-MM1