Patient Services Representative | Downtown Clinic | Full Time

Position Summary

We are seeking a welcoming and detail-oriented Patient Services Representative I (PSR I) to join our Downtown Clinic team. As the first point of contact for patients and visitors, you will play a critical role in delivering exceptional service while performing a wide range of administrative and front-office functions. This role is ideal for someone who thrives in a fast-paced healthcare environment and is committed to upholding the values of compassion, integrity, collaboration, accountability, respect, and excellence-hallmarks of The Gritman Way.

The PSR I is responsible for accurate patient registration, appointment scheduling, communication with patients and staff, and the coordination of front desk operations in accordance with organizational protocols and HIPAA regulations. This is a highly visible, team-oriented position requiring professionalism, initiative, and a commitment to delivering outstanding customer service.

Key Responsibilities

• Greet and assist patients and visitors with warmth, professionalism, and efficiency, both in person and over the phone.

• Maintain a clean, organized, and welcoming reception area.

• Accurately register patients, collect insurance and demographic information, and schedule appointments.

• Monitor call queues and patient wait times to ensure timely service.

• Maintain patient confidentiality and uphold HIPAA guidelines at all times.

• Collect co-pays, balances, and reconcile daily deposits and cash drawers.

• Assist with portal registration, paperwork preparation, and medical record requests.

• Respond to patient questions and concerns with empathy and attention to detail.

• Utilize Athena/Phreesia systems and contribute to resolving workflow challenges.

• Participate in team huddles and support clinic operations through collaborative communication.

Qualifications

Required:

• Experience with computer systems and data entry.

• Strong written and verbal communication skills.

• Excellent customer service skills and a professional demeanor.

• Ability to multi-task, work independently, and exercise sound judgment.

• Ability to adapt in a dynamic environment and maintain a positive attitude under pressure.

• Demonstrated ability to support the Gritman mission and core values.

Preferred:

• Previous experience in a medical office or healthcare setting.

• Familiarity with electronic health record (EHR) systems, especially EPIC.

Populations Served

Neonatal, pediatric, adolescent, adult, and geriatric populations of all backgrounds and abilities.

Physical & Environmental Demands

Physical Requirements:

• Sitting, standing, typing, phone use, and movement throughout the office.

• Occasional lifting (

• Requires normal corrected vision and hearing, and frequent verbal communication.

Environmental Conditions:

• Indoor office setting with occasional exposure to outside conditions.

• Routine exposure to common viruses and public health risks associated with clinical settings.

Organizational Expectations

• Represent the organization with integrity and professionalism.

• Promote patient and staff safety through awareness and action.

• Maintain compliance with all hospital and regulatory policies.

• Commit to continuous improvement and service excellence.

• Embody and demonstrate The Gritman Way values in every interaction.