Patient Service Representative

Douglasville, GA, USA|Onsite

Job Overview

Employment Type

Full-time

Work Schedule

Standard Hours

Benefits

Health Insurance

Dental Insurance

Paid Time Off

Retirement Plan

Employee assistance program

Professional development opportunities

Employee wellness programs

Job Description

HEALing Community Health is a dedicated Federally Qualified Health Center (FQHC) based in Atlanta, Georgia, committed to providing accessible, equitable, and patient-centered healthcare services to underserved populations in the community. As a vital healthcare provider, HEALing Community Health focuses on delivering comprehensive medical, dental, and behavioral health services, ensuring that quality care is available to everyone regardless of their financial or social circumstances. The organization embodies a mission-driven approach with a strong commitment to cultural competence, compassionate care, and community empowerment. They operate through multiple clinical departments and embrace modern technologies like the ECW electronic health record (EHR) system to streamline patient interactions and enhance the quality of care.

The Patient Service Representative (PSR) position at HEALing Community Health is a full-time, non-exempt role based onsite in Atlanta, GA. This position reports directly to the Supervisor of Clinic Operations and works Monday through Friday, from 8:00 am to 5:00 pm. Serving as the welcoming face of the clinic, the PSR is indispensable in supporting front-desk and patient access operations. The role requires strong interpersonal skills, organizational ability, and an understanding of healthcare protocols and patient privacy regulations like HIPAA.

In this role, the PSR is responsible for greeting patients in person and via phone calls, managing appointment scheduling across multiple clinical departments through the ECW EHR system, and handling patient check-ins and check-outs with precision. A key part of the job is verifying patients’ insurance coverage, demographic information, and necessary documentation to facilitate a smooth and efficient clinic experience. The PSR communicates clearly about clinic services, provider availability, insurance policies, and appointment instructions so patients feel informed and supported.

Additionally, the PSR is trained to identify urgent concerns, clinical questions, or complex issues and escalate them promptly to appropriate clinical or administrative staff. Maintaining complete and accurate patient records in compliance with documentation standards is also an essential function. Upholding patient privacy and confidentiality according to HIPAA and organizational policies is a critical responsibility. Beyond the front desk, the Patient Service Representative supports the clinic with administrative tasks such as reminder calls, follow-ups, and coordinating paperwork.

This role is situated in a fast-paced call center environment within the clinic, requiring the ability to multitask effectively, prioritize duties, and remain calm under pressure. Success as a PSR depends on a strong customer service orientation, excellent communication skills, cultural competence, and proven teamwork abilities. Preferred candidates are bilingual in Spanish and English and have familiarity with FQHC operations and serving diverse, underserved populations. The role demands punctuality, professionalism, and the ability to handle sensitive information with tact and diplomacy.

Joining HEALing Community Health as a Patient Service Representative means becoming part of a passionate team dedicated to improving the health outcomes of communities facing healthcare disparities. The organization values continuous learning and growth and offers a supportive environment where every employee contributes to making healthcare more accessible and equitable. This opportunity is perfect for individuals looking to develop their career in healthcare administration while making a positive social impact.

Job Requirements

High school diploma or GED required
One or more years of experience in a medical office or clinic setting involving direct patient interaction
Familiarity with insurance verification and co-pay collection
Strong communication skills in English both verbal and written
Ability to use electronic health record systems such as ECW
Ability to handle sensitive patient information in compliance with HIPAA
Strong organizational skills and ability to multitask in a fast-paced environment
Ability to work collaboratively with diverse teams
Preferred bilingual proficiency in Spanish and English
Preferred understanding of Federally Qualified Health Center operations
Punctual and reliable work attendance
Ability to remain in a stationary position for extended periods
Ability to operate computer and office equipment with manual dexterity
Capacity to stand walk bend and lift objects up to 25 pounds occasionally

Job Qualifications

High school diploma or GED required associate degree or college coursework preferred
One or more years of experience in a medical office clinic or customer service role involving direct client interaction
Familiarity with insurance verification co-pay collection and basic medical terminology
Bilingual proficiency in Spanish and English preferred but not mandatory
Understanding of Federally Qualified Health Center operations and the needs of underserved populations preferred
Strong customer service orientation with excellent organizational and verbal communication skills
Proven ability to work collaboratively in a team environment and resolve conflicts effectively
Demonstrated commitment to understanding and meeting the needs of patients served by the HEALing Community Health
Demonstrated cultural competence and ability to work effectively with diverse populations
Strong organizational skills with the ability to prioritize tasks effectively
Ability to perform under pressure and meet quality criteria
Ability to organize multi-task plan and set priorities with minimal supervision
Demonstrate poise tact and diplomacy with the ability to handle sensitive and confidential information and situations
Punctual work attendance adhering to regular schedule unless approved by supervisor

Job Duties

Greet and assist patients in person and by phone providing courteous professional service in accordance with clinic protocols
Coordinate patient appointments including scheduling rescheduling and cancellations across multiple departments within the ECW electronic health record system
Support patient check-in and check-out processes ensuring accurate verification of demographics insurance coverage and required documentation
Communicate clear and timely information regarding clinic services provider availability insurance requirements and appointment instructions
Identify and promptly escalate urgent concerns clinical questions or complex issues to appropriate clinical or administrative staff
Maintain accurate and complete patient records within ECW and other tracking systems in compliance with documentation standards
Protect patient privacy and confidentiality in accordance with HIPAA regulations and organizational policies