Patient Service Representative (PSR)

A Patient Service Representative (PSR)—often called a Medical Front Office Coordinator—is the primary point of contact between patients and a healthcare organization. Their role combines customer service, administrative tasks, and healthcare logistics to ensure a smooth "patient journey."
Core Roles & Responsibilities
Front Desk Management: Greeting patients, managing the check-in/check-out process, and maintaining an organized and welcoming waiting area.
Patient Registration: Collecting and updating demographic information, obtaining consent forms, and ensuring all digital records in the Electronic Health Record (EHR) system are current.
Scheduling & Triage: Coordinating appointments for multiple providers, managing cancellations, and screening patient calls to prioritize urgent medical needs.
Insurance Verification: Confirming patient coverage, obtaining necessary prior authorizations, and identifying out-of-network issues before the appointment.
Financial Collections: Calculating and collecting co-pays, deductibles, or outstanding balances at the time of service, often using payment platforms like Waystar or InstaMed.
Medical Records Handling: Managing the secure release of information (ROI) and ensuring all actions comply with HIPAA Privacy Rules.
Referral Coordination: Processing outbound referrals to specialists and ensuring the necessary clinical documentation is sent to the receiving office.
Patient Education: Explaining office policies, billing procedures, and providing instructions for telehealth visits or portal registration.
Essential Skills & Qualifications
Soft Skills: High empathy and "bedside manner" to deal with patients who may be stressed, anxious, or in pain.
Technical Proficiency: Familiarity with practice management software such as Epic Systems, Athenahealth, or eClinicalWorks.
Medical Terminology: Basic understanding of medical coding and terminology to accurately route messages and schedule procedures.