Job Description

Job Title:           Patient Service Representative – Vaccine Program

Reports To:       Vaccine Program Manager

Job Summary:     Conducts multiple administrative functions while achieving the following: maintaining optimal center/department productivity while transcribing accurate patient demographic information into the required systems to ensure timely reimbursement of visits, while providing excellent customer service to all external and internal customer. Focuses on vaccine programming to include immunization history review, vaccine recalls, and other program goals and initiatives.


Essential Job Duties and Responsibilities:

The job duties and responsibilities listed below are representative of the knowledge, skill, and/or ability required.  

Vaccine Program Duties

  • Works closely with Vaccine Program leadership and clinical staff to complete necessary administrative tasks related to program goals and objectives.
  • Reviews patient immunization history, transcribes immunization records as needed
  • Collaborates closely with Immunization Specialists on site to address patient needs, facilitate efficient workflow for patients receiving immunizations
  • Performs recalls for patients due for vaccines
  • Schedules vaccine appointments for upcoming due vaccines
  • Assists with vaccine audits as delegated, as needed
  • Updates all reports as needed for Vaccine Program tracking purposes, as delegated by Vaccine Program Manager
  • Completes other administrative tasks as needed for the program as new goals and initiatives arise


  • Maintains Optimal Center/Department Productivity
  • Schedules patient appointments.
  • Confirms patient appointments as needed.
  • Checks in patients on location.
  • Works assigned early mornings, late evenings and weekends as required.
  • Works in remote areas of Cochise County as required.


  • Transcribe Accurate Patient Demographic Information into the Required Systems to Ensure Timely Reimbursement of Visits
  • Verifies medical or dental insurance coverage and eligibility.
  • Verifies patient demographic information.
  • Informs patients of encounter co-pays, deductibles, account balances and takes payments over the counter at the time of visit.
  • Deciphers the correct amount to charge self-pay, prompt pay or sliding fee discount program for patients.
  • Performs medical records scanning.


  • Provides Excellent Customer Service
  • Provides and facilitates the completion of necessary patient forms.
  • Assists patients with presumptive applications for Sliding Fee Discount Program.
  • Answers telephone calls. Responds to caller questions as able and/or transfers calls to appropriate party. 
  • Takes and documents messages as appropriate.
  • Greets, interacts with, and assists patients and staff in a professional manner.
  • Travels to any location as needed.
  • Cleans lobby, restrooms and other patient areas with proper cleaning supplies while using proper Personal Protective Equipment (PPE).
  • Screens all patients and visitors and perform Infrared and ear temperature checks.
  • Uses and educates patients and visitors on the proper Personal Protective Equipment (PPE) as required.


  • Additional Administrative Duties if Assigned to Dental Site
  • Places all necessary recall plans for patients.
  • Verifies patient treatment plans, patient instructions, and summary reports.
  • 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.


  • Additional Administrative Duties if Assigned to SEABHS Clinic
  • Runs queries on Cenpatico patients and determines which patients are missing quality measures.
  • Assists patients in overcoming barriers to care by scheduling follow-up appointments, arranging transportation, and following up with patients who missed appointments.
  • Performs other duties and special projects for the quality department as assigned.


  • Additional Administrative Duties if Assigned to a Center without a Lead PSR
  • Ensures accuracy of provider schedules.
  • Verifies provider un-submitted encounters, as necessary.
  • Verifies chart guard access and prints documents as needed.
  • 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.
  • Maintains cleanliness of the mobile medical units, discards trash.


Minimum Qualifications - Education, Experience, Certificates & Licenses:

  • High School Diploma or GED.
  • Six months of experience in a customer service or office support required.
  • Any combination of experience and/or education that provides the necessary skills required may be considered.
  • Driver's License and Proof of Insurance may be required if requesting mileage reimbursement. For Float positions, mileage may not be paid.
  • Valid Fingerprint Clearance Card.


Preferred Qualifications:

  • Experience in a healthcare setting preferred.


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 may be required based on current staffing patterns, patient population, and/or duty assignment.
  • 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 take direction and perform assignments accordingly.
  • 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.
  • 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.
  • If hired for a float position, position requires frequent travel to any health center as needed.