Job Description

Job Title:                       Patient Service Representative - Lead (Medical or Dental)

Reports To:                   Health Center Administrator or Health Center Supervisor - Dental

Job Summary:                     Assists Patients and the Health Center Management (HCM) team in the performance of a broad range of administrative duties.


Essential Job Duties and Responsibilities:

The job duties and responsibilities listed below are representative of the knowledge, skill, and/or ability required.  Other duties that fall within the broad scope of this classification may be assigned.


  • Clinical Administrative Duties.
  • Ensures accuracy of provider schedules.
  • Schedules and confirms patient appointments.
  • Provides and facilitates the completion of necessary patient forms.
  • Verifies medical and dental insurance coverage and eligibility.
  • Assists patients with presumptive applications for Sliding Fee Discount Program.
  • Verifies patient demographic information.
  • Informs patients of account balances and takes payments over the counter.
  • Answers telephone calls. Responds to caller questions as able and/or transfers calls to appropriate party.
  • Takes and documents messages as appropriate.
  • Deciphers the correct amount to charge self-pay, prompt pay or sliding fee discount program for patients.
  • Proactively greets, interacts with, and assists patients and staff in a professional manner.
  • Checks in patients on location.
  • Verifies provider un-submitted encounters, as necessary.
  • Verifies chart guard access and prints documents as needed.
  • Performs medical records scanning.
  • Provides Staff Meeting minutes.
  • Print out new patient letters as requested.
  • Post’s payments and facilitates bank deposits.
  • Runs encounter co-pay report as requested.
  • Runs and acts on reports as requested.
  • Working assigned weekend is required.
  • Clean lobby, restrooms and other patient areas with proper cleaning supplies while using proper Personal Protective Equipment (PPE).
  • Screen all patients and visitors and perform Infrared and ear temperature checks.
  • Use and educate patients and visitors on the proper Personal Protective Equipment (PPE) as required.
  • Assists in PSR Oversight and Training.
  • Performs Patient Services Representative audits.
  • Develops Patient Services Representative monthly schedule.
  • Trains all Patient Services Representative staff.


  • In Addition to the Job Duties of a PSR III the following duties will be performed by a Lead PSR:
  • Serve as a back up to the Health Center Administrator.


  • Additional Dental Administrative Duties.
  • Place all necessary recall plans for patients.
  • Proactively calls patients from recall plan reports and schedules patients’ appointments according to recall.
  • Verifies patient treatment plans, patient instructions, and summary reports.
  • Verifies dental deductible.
  • Processes and assists in the completion of dental referrals and tracking.
  • Follows up on all outside referrals for the patient.
  • Performs and assists in the completion of prior insurance authorizations and tracking.
  • Together with the patient, provider and/ or other members of the dental care team assists with estimates for treatment plans for the patient and reviews with patients.


  • Minimum Qualifications - Education, Experience, Certificates & Licenses:
  • High School Diploma or GED.
  • Minimum of one-year of Patient Service Representative experience in a healthcare setting providing office support.
  • Customer Service 101 Class Completed through Universal Class.
  • Medical Office Administrative Operations Class Completed through Universal Class.
  • Certified Medical Administrative Assistant (CMAA).
  • Any combination of experience and/or education that provides the necessary skills and sensitivity.
  • Driver's License and Proof of Insurance may be required if requesting mileage reimbursement.
  • Valid Fingerprint Clearance Card.


Required Language Skills:

  • Ability to comprehend and compose instructions, correspondence, and communications in English in both oral and written format.
  • Bilingual in English and Spanish preferred, but not required.
  • Ability to comprehend and understand limited medical terminology.


Physical Requirements:

  • Ability to occasionally exert enough force to move objects weighing up to 10 pounds.
  • Ability to continuously remain in a stationary position.
  • Ability to constantly move about inside the workplace to assist patients, access files, and operate office or medical equipment, etc.
  • Possesses hand-eye coordination and manual dexterity necessary to constantly operate computer, telephone, and other office machinery.
  • Possesses close visual acuity necessary to accurately record and view information on a computer monitor, handwritten and typed documents.
  • Ability to discern the nature of sounds at a normal spoken volume.


Other Required Knowledge, Skills, and Abilities:

  • Ability to add, subtract, multiply and divide in all measure, using whole numbers, common fractions, and decimals.
  • Ability to compute rate, ratio, and percent.
  • Ability to gather data in an organized fashion from varied sources.
  • Ability to perform a variety of assignments and make decisions requiring independent judgment.
  • Ability to deal with challenges involving one or more variables in routine situations.
  • Knowledge of prepaid health plans and community health centers preferred.
  • Ability to comprehend and understand insurance co-pays.
  • Knowledge of HIPAA rules and regulations.
  • Computer literacy required.
  • Knowledge of Electronic Health Records preferred.
  • Ability to provide excellent customer service by mail, telephone, and in-person.


Work Environment & Conditions:

  • Work environment is typical of a health clinic setting with occasional exposure to communicable diseases, bodily fluids, and hazardous chemicals.
  • Work requires reliable transportation as position requires occasional travel and extended hours to include early mornings, evenings, holidays, and weekends.