Patient Services Representative - Baton Rouge (O'Neal)

US-LA-Baton Rouge
Job ID


As an active participant of the primary care patient centered medical home team, the Patient Services Representative engages in a collaborative process with members of a multidisciplinary team which may include a Physician, Nurse Practitioner, Nurse Navigator, Care Coordinator RN, Social Worker, Pharmacist, Dietician, Clinic Manager, LPN, and Medical Assistant. The team assesses, plans, implements, coordinates, monitors and evaluates options and services to meet a patient's health needs through communication and utilization of available resources to promote efficient, quality outcomes.


The Patient Services Representative may be assigned to the Reception area or call center and supports the care team by performing various functions: scheduling and canceling appointments, recording telephone messages in the electronic medical record (EMR) and forwarding to the appropriate team member. This position ensures that key information is collected and documented in the EMR which enables the care team to identify the patient's primary care provider, contact the patient via phone or mail, identify language barriers, and to identify coverage issues that may impact a patient's ability to access specialty care or diagnostic services.


  • Make outbound calls for the purpose of confirming and rescheduling appointments according to protocol and other special projects.
  • Answer telephone, record and direct messages appropriately in the EMR, and screen and direct calls
  • Enter patient data in the EMR and create global alerts in the EMR to ensure all needed demographics, Privacy notice acknowledgments, Advance Directives, etc are properly documented and followed according to protocol.
  • Create spreadsheets and documents when necessary
  • Greet patients, answer questions promptly and in a courteous, helpful manner
  • Ensure patients information is accurate and make changes if necessary
  • Verify patients' benefits and eligibility for every visit
  • Create and mail new patient packets and enter information accordingly
  • Check patients in and out at time of entry and exiting their appointments
  • Collect appropriate fees at time of service
  • Maintain work area and lobby in neat and orderly manner
  • Adhere to guidelines concerning work hours and dress codes
  • Balance cash drawers at end of business day
  • Adhere to patients' right to privacy and confidentiality
  • Ability to multi-task in a busy environment
  • Handle 1000 + phone calls in call center per month
  • Be efficient in Microsoft Word and Excel
  • Excellent telephone manners and etiquette
  • Ability to pleasantly interact with patients and co-workers
  • Ability to speak clearly, read and understand oral and written directions
  • Excellent written communication skills
  • Ability to handle cash
  • Demonstrate strong knowledge of basic computer skills
  • Detail- orientated, organized and self- motivate
  • Great customer service
  • Able to work in a fast pace environment
  • Bilingual in Spanish a plus


  • High School diploma or equivalent
  • Computer experience required
  • Efficiency in Microsoft Word and Excel required
  • One year as a cashier/receptionist in a medical facility or public contact position preferred


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