Position Summary
We are seeking a welcoming and detail-oriented Patient Services Representative I (PSR I) to join our Downtown Clinic team. As the first point of contact for patients and visitors, you will play a critical role in delivering exceptional service while performing a wide range of administrative and front-office functions. This role is ideal for someone who thrives in a fast-paced healthcare environment and is committed to upholding the values of compassion, integrity, collaboration, accountability, respect, and excellence-hallmarks of The Gritman Way.
The PSR I is responsible for accurate patient registration, appointment scheduling, communication with patients and staff, and the coordination of front desk operations in accordance with organizational protocols and HIPAA regulations. This is a highly visible, team-oriented position requiring professionalism, initiative, and a commitment to delivering outstanding customer service.
Key Responsibilities
Greet and assist patients and visitors with warmth, professionalism, and efficiency, both in person and over the phone.
Maintain a clean, organized, and welcoming reception area.
Accurately register patients, collect insurance and demographic information, and schedule appointments.
Monitor call queues and patient wait times to ensure timely service.
Maintain patient confidentiality and uphold HIPAA guidelines at all times.
Collect co-pays, balances, and reconcile daily deposits and cash drawers.
Assist with portal registration, paperwork preparation, and medical record requests.
Respond to patient questions and concerns with empathy and attention to detail.
Utilize Athena/Phreesia systems and contribute to resolving workflow challenges.
Participate in team huddles and support clinic operations through collaborative communication.
Qualifications
Required:
Experience with computer systems and data entry.
Strong written and verbal communication skills.
Excellent customer service skills and a professional demeanor.
Ability to multi-task, work independently, and exercise sound judgment.
Ability to adapt in a dynamic environment and maintain a positive attitude under pressure.
Demonstrated ability to support the Gritman mission and core values.
Preferred:
Previous experience in a medical office or healthcare setting.
Familiarity with electronic health record (EHR) systems, especially EPIC.
Populations Served
Neonatal, pediatric, adolescent, adult, and geriatric populations of all backgrounds and abilities.
Physical & Environmental Demands
Physical Requirements:
Sitting, standing, typing, phone use, and movement throughout the office.
Occasional lifting (<35 lbs.), reaching, bending, stooping, and pushing/pulling.
Requires normal corrected vision and hearing, and frequent verbal communication.
Environmental Conditions:
Indoor office setting with occasional exposure to outside conditions.
Routine exposure to common viruses and public health risks associated with clinical settings.
Organizational Expectations
Represent the organization with integrity and professionalism.
Promote patient and staff safety through awareness and action.
Maintain compliance with all hospital and regulatory policies.
Commit to continuous improvement and service excellence.
Embody and demonstrate The Gritman Way values in every interaction.