Medical Patient Service Representative

Medical Patient Services Representative

Department: Medical / Patient Access
Reports To: Director of Operations

FLSA Status: Non-Exempt
Status: Full-Time

Position Summary

The Medical Patient Services Representative is responsible for creating a welcoming and efficient patient experience through front office support, scheduling, registration, and communication services. This role serves as a key point of contact for patients and visitors, ensuring accurate intake, timely scheduling, and excellent customer service while supporting daily clinic operations.

Essential Duties & Responsibilities

Patient Access & Front Office Support

• Greet patients, visitors, and vendors in a professional and welcoming manner.
• Schedule, reschedule, and confirm patient appointments.
• Register new patients and update demographic, insurance, and contact information.
• Verify insurance eligibility and collect required forms or documentation.
• Maintain patient flow by coordinating arrivals, check-ins, and check-outs.

Customer Service & Communication

• Answer incoming calls and route messages appropriately.
• Assist patients with questions regarding appointments, forms, and basic clinic services.
• Provide clear, respectful, and compassionate service at all times.
• Address patient concerns professionally and escalate issues when appropriate.

Administrative Support & Documentation

• Scan, upload, and maintain patient documents in the EHR.
• Collect co-pays, payments, and issue receipts as applicable.
• Maintain accurate records and daily front desk logs.
• Support office organization, supply needs, and general administrative tasks.

Compliance & Team Collaboration

• Maintain confidentiality and comply with HIPAA and organizational policies.
• Support clinic workflows and collaborate with clinical and administrative staff.
• Participate in trainings, meetings, and process improvement efforts.
• Promote a positive, patient-centered environment.

Qualifications

Required

• High school diploma or equivalent.
• Minimum 1 year of customer service, clerical, or front office experience.
• Basic computer skills and ability to learn EHR systems.
• Strong communication and customer service skills.

Preferred

• Experience in a medical office, FQHC, or healthcare setting.
• Insurance verification and scheduling experience.

Knowledge, Skills & Abilities

• Strong interpersonal and customer service skills.
• Ability to multitask and stay organized in a fast-paced environment.
• Attention to detail and accuracy.
• Professional communication and teamwork.
• Commitment to compassionate, patient-centered service.

Work Environment & Physical Requirements

• Front office/clinical environment with frequent patient interaction.
• Requires sitting, standing, walking, and frequent phone/computer use.
• Ability to manage multiple priorities and a busy reception area.
• Occasional lifting up to 25 pounds.

Grant-Funded Position Notice

This position may be funded in whole or in part through federal, state, or grant-supported programs. Continued employment is contingent upon the availability of funding. Crossroads Family Care reserves the right to modify, reassign, or eliminate this position based on funding changes and organizational needs.

Additional Notes

This job description outlines essential responsibilities and may be adjusted as organizational needs evolve. Employment remains at-will.