Patient Service Representative

Job DetailsJob Location: Corporate Headquarters - Gary, IN 46402Position Type: Full TimeEducation Level: High SchoolTravel Percentage: NoneJob Shift: DayJob Category: Health Care SUMMARY/OBJECTIVES The Patient Service Representative (PSR) serves as the first point of contact for patients and visitors at Edgewater Health and plays a vital role in delivering exceptional customer service within a Federally Qualified Health Center (FQHC) environment. The PSR is responsible for patient registration, appointment scheduling, insurance verification, intake coordination, and ensuring accurate and timely patient information management for both primary care and behavioral health services. The PSR supports a patient-centered and trauma-informed care environment by promoting positive patient experiences, facilitating access to care, and ensuring compliance with organizational policies, HIPAA regulations, HRSA/FQHC standards, and payer requirements. ESSENTIAL DUTIES AND RESPONSIBILITIES   Greet and assist patients, visitors, and vendors in a professional, courteous, and compassionate manner. Register new patients and accurately update demographic, financial, insurance, and clinical information in the Electronic Health Record (EHR) system. Verify insurance eligibility, benefits, authorizations, referrals, and patient financial responsibility. Schedule, reschedule, and confirm appointments for medical, behavioral health, and support services as applicable. Collect copayments and outstanding balances in accordance with agency procedures. Answer and route incoming telephone calls promptly and professionally. Assist patients with intake paperwork, consent forms, sliding fee scale applications, and other required documentation. Maintain accurate patient records and ensure timely scanning, filing, and indexing of documents into the EHR. Coordinate communication between patients, providers, nursing staff, case managers, billing, and other departments to ensure continuity of care. Assist in resolving patient concerns, complaints, and barriers to care while maintaining professionalism and empathy. Monitor provider schedules and assist with appointment optimization and workflow efficiency. Maintain confidentiality of patient information in compliance with HIPAA and organizational privacy standards. Provide patients with information regarding clinic services, policies, payment options, and available community resources. Participate in quality improvement initiatives, departmental meetings, trainings, and compliance activities. Support organizational goals related to patient satisfaction, access to care, and productivity standards. Perform other related duties as assigned. REQUIRED COMPETENCIES-KSAS Knowledge: Knowledge of medical office operations, patient registration, and scheduling procedures. Knowledge of healthcare insurance plans, eligibility verification, referrals, and prior authorization processes. Knowledge of HIPAA regulations, patient confidentiality standards, and healthcare compliance requirements. Knowledge of trauma-informed care and customer service best practices. Basic understanding of behavioral health and primary care service delivery. Familiarity with FQHC/HRSA guidelines, sliding fee scale processes, and patient-centered care preferred. Knowledge of Electronic Health Records (EHR) systems and office software applications. Skills: Strong interpersonal and customer service skills. Excellent verbal and written communication skills. Strong organizational, multitasking, and time management skills. Accurate data entry and attention to detail. Effective problem-solving and conflict-resolution skills. Ability to handle high call volumes and fast-paced front office operations. Strong computer proficiency, including Microsoft Office and EHR systems. Ability to maintain professionalism in stressful or emotionally sensitive situations. Abilities: Ability to establish and maintain effective working relationships with patients, families, staff, and community partners. Ability to work independently and collaboratively within a multidisciplinary team. Ability to maintain confidentiality and exercise sound judgment. Ability to adapt to changing priorities and operational needs. Ability to communicate effectively with culturally diverse populations. Ability to demonstrate empathy, patience, and professionalism always. Ability to maintain regular attendance and punctuality. QualificationsMINIMUM QUALIFICATIONS Education: High School diploma or High School Equivalency (HSE) Diploma. Associate degree in healthcare administration, business, or related field preferred. Experience: Minimum of 1–2 years of experience in healthcare admissions, medical office, front desk, or customer service role required.   PREFERRED QUALIFICATIONS Experience working in a behavioral health, primary care, FQHC, or community health setting preferred. Bilingual skills (Spanish or other languages reflective of the community is a plus. Experience with healthcare scheduling systems and Electronic Health Records (EHR). Understanding insurance verification, Medicaid, Medicare, and managed care plans. Previous customer service or healthcare front desk experience preferred. SUPERVISORY Reports To: Director of Primary Care Services Supervises: None   WORK ENVIRONMENT & PHYSICAL REQUIREMENTS Frequent sitting, typing, and use of computer systems. Occasional standing, walking, bending, reaching, stooping, and lifting. Ability to lift and/or move up to ten (10) pounds occasionally. Ability to communicate effectively in person and by telephone. Requires visual acuity for reviewing documents and computer screens. WORKING CONDITIONS: Fast-paced outpatient healthcare environment. Frequent interaction with patients experiencing medical, behavioral health, or psychological challenges. May require occasional evening or weekend hours based on clinic operations. Exposure to communicate diseases and other healthcare-related environmental conditions consistent with a clinical setting. OTHER DUTIES This job description is not intended to be an exhaustive list of all responsibilities, duties, or skills required. The Patient Service Representative may be required to perform other duties as assigned to support organizational goals and evolving operational needs.