Job Description

Job Title:            Patient Service Representative (Medical or Dental)

Reports To:        Health Center Administrator or Mobile Medical Program Administrator

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


Qualifications and Requirements:

To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required. 


Essential Job Duties:

  • Clinical Administrative Duties.


  • Schedules and confirms patient appointments.
  • Provides and facilitates the completion of necessary patient forms.
  • Verifies medical or 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.
  • Travels to any location as needed.
  • Performs medical records scanning and other lead duties if hired at a center with no lead PSR. Will be designated by HCA.
  • Working assigned weekends 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.


  • 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.


  • Additional Administrative Duties if Assigned to SEABHS.


  • Runs queries on Cenpatico patients and determines which patients are missing quality measures.
  • Calls patients that are missing quality measures to schedule appointments.
  • 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 Mobile Medical Units.


  • Ensures accuracy of provider schedules.
  • 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.
  • Posts payments and facilitates bank deposits.
  • Runs encounter co-pay report as requested.
  • Runs and acts on reports as requested.
  • Maintains cleanliness of the mobile medical units, discards trash.


Required Education, Experience, Certificates & Licenses:

  • High School Diploma or GED.
  • Six months of experience in a customer service or office support.
  • Any combination of experience and/or education that provides the necessary skills.
  • 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 may be required.


Preferred Education, Experience, Certificates & Licenses:


  • 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.
  • 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.
  • If hired for a float position, position requires frequent travel to any health center as needed.