Royo Eye Care
Patient Services Representative
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Job Type
Full-time
Description
JOB TITLE: PATIENT SERVICES REPRESENTATIVE
STATUS: AT-WILL/NON-EXEMPT
Job Summary
Reporting to the Directors of Clinical Leadership and Clinical Operations, or the District Manager, the Patient Services Representative (PSR) provides front-line administrative and customer service support to ensure a positive, efficient patient experience. This position is responsible for greeting and scheduling patients, managing communication between patients and providers, processing documentation, and maintaining the integrity of patient information. The PSR plays a key role in supporting clinic operations through professional communication, attention to detail, and a strong commitment to confidentiality and organizational values.
Essential Functions
Patient Interaction & Communication
- Greets and assists patients and visitors in a professional, courteous manner.
- Answers incoming calls, screens inquiries, takes messages, and provides accurate information or assistance.
- Schedules, confirms, and adjusts patient appointments according to clinic protocols.
- Communicates effectively with patients regarding scheduling, insurance, and office procedures.
- Collects co-pays, deductibles, or outstanding balances in alignment with financial policy.
Documentation & Records Management
- Obtains, verifies, and updates patient demographics and insurance information.
- Requests, receives, and transmits patient medical records in compliance with HIPAA standards.
- Prepares and maintains accurate electronic patient charts and documentation within the electronic health record (EHR) system.
- Prepares correspondence, forms, and other documentation as required.
- Communicates with referring offices and external partners to support continuity of care.
- Accurately posts payments and maintains daily reconciliation of collected funds.
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Administrative & Office Support
- Assists with ordering and maintaining office and clinical supplies.
- Supports providers and clinical staff with patient flow and administrative tasks.
- Helps maintain organized filing systems and ensures timely record retention.
- Ensures care and maintenance of office equipment and reports issues promptly.
Compliance & Professionalism
- Adheres to HIPAA, OSHA, and company confidentiality standards.
- Maintains a professional demeanor and a commitment to service excellence.
- Follows all organizational policies, procedures, and safety protocols.
Team Support
- Collaborates with clinic and administrative staff to maintain efficient daily operations.
- Assists with special projects or additional duties as assigned by clinic leadership.
Requirements
MINIMUM REQUIRED EDUCATION AND EXPERIENCE
- High school diploma or equivalent required.
- Prior experience in a medical or healthcare office setting preferred.
- Knowledge of medical terminology and standard office procedures.
- Proficiency with EHR systems, scheduling software, and Microsoft Office applications.
- Strong interpersonal, verbal, and written communication skills.
- Ability to work independently while maintaining a collaborative team approach.
- Excellent attention to detail and ability to manage multiple priorities effectively.
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Position Requirements
- Must successfully complete a comprehensive background check as a condition of employment, including prior to any transfer or promotion within the organization.
- Demonstrates professionalism, integrity, and cultural competence in all interactions.
- Maintains confidentiality of all patient, employee, and company information.
- Exhibits reliability, flexibility, and accountability in fulfilling assigned duties.
- Contributes to an inclusive, patient-centered workplace environment.
Physical Requirements
- Prolonged periods of computer-based work, including data entry and communication.
- Ability to stand, sit, and walk for extended periods throughout the workday.
- Requires bending, stooping, stretching, and occasional lifting of up to 30 pounds.
- Manual dexterity sufficient to operate office and clinical equipment (computer, keyboard, telephone, copier, fax).
- Requires normal range of hearing, vision, and speech to communicate effectively in person, by phone, and through digital platforms.
- Ability to maintain focus and composure in a fast-paced clinical environment.
Salary Description
21-25
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