Patient Service Representative (Full-time)

## Description

# **Patient Service Representative**

**Department:** Rural Health Clinic

**Status:** Full-Time | 1.0 FTE (40 hours/week)

**FLSA Status:** Non-Exempt

**Reports To:** Manager: Clinic

**Location:** Pagosa Springs Medical Center – Pagosa Springs, Colorado

## **🏥 Position Highlight**

**Be an essential part of the patient experience by helping patients navigate appointments, registration, scheduling, and healthcare services with compassion, accuracy, and exceptional customer service.**

## **Position Summary**

Pagosa Springs Medical Center (PSMC) is seeking a friendly, organized, and customer-focused **Patient Service Representative (PSR)** to join our Rural Health Clinic team.

The Patient Service Representative plays an important role in creating a positive and seamless experience for patients from the moment they arrive or contact the clinic. This position performs a variety of administrative and clerical functions related to patient registration, scheduling, documentation, follow-up appointments, and payment collection. The PSR also supports assigned care teams by answering phones, processing messages and faxes, managing documents, and helping ensure smooth daily clinic operations.

The ideal candidate enjoys helping people, thrives in a busy healthcare environment, and can balance exceptional customer service with accuracy, efficiency, and attention to detail.

## **Why Join PSMC?**

• Be part of the team that creates a welcoming and positive experience for our patients
• Build meaningful relationships with patients and families in our community
• Work closely with providers, nurses, and other healthcare professionals
• Gain valuable experience in healthcare operations, scheduling, registration, and electronic health records
• Enjoy a diverse role where each day brings new opportunities to help patients
• Join a collaborative rural healthcare organization where your work makes a meaningful difference

## **Key Responsibilities**
### **Patient Registration & Check-In**

• Welcome patients and provide professional, compassionate customer service
• Accurately complete the patient check-in and registration process
• Verify patient demographics, insurance information, and required documentation
• Create accurate patient encounters for clinic, walk-in, specialty, laboratory, and diagnostic imaging services
• Scan identification, insurance cards, records, orders, and other documentation into the electronic health record
• Obtain required patient consents and registration documentation
• Help ensure patient records are accurate, complete, and confidential

### **Appointment Scheduling & Patient Flow**

• Schedule clinic appointments and follow-up visits according to established workflows
• Answer scheduling calls and assist patients in accessing appropriate services
• Collaborate with clinical staff to support efficient walk-in clinic scheduling and patient flow
• Recognize information that may indicate a patient needs immediate nurse triage and follow established procedures
• Monitor no-show, cancellation, and rescheduling reports
• Review schedules for errors, incomplete encounters, or missing information and make appropriate corrections
• Support scheduling for specialty and behavioral health services

### **Customer Service & Communication**

• Answer and manage a multi-line telephone system and route calls appropriately
• Take accurate messages and communicate information to care team members
• Monitor and respond to assigned scheduling and referral work queues
• Assist patients with general clinic information and questions
• Support patients with medical records requests and release forms
• Maintain professional, compassionate communication with patients, families, providers, and coworkers

### **Payments & Insurance Support**

• Collect, document, and post patient payments and co-payments accurately
• Safeguard cash payments according to established procedures
• Inform patients of available financial assistance resources when appropriate
• Verify insurance and authorization information as required
• Support authorization processes for eligible patients and services

### **Clinic & Care Team Support**

• Provide clerical and administrative support to clinical staff
• Process incoming faxes and upload documents to the appropriate patient record
• Assist with referral and scheduling workflows
• Prepare and distribute new patient and Medicare Annual Wellness documentation
• Support patient outreach activities as assigned
• Complete opening and closing responsibilities
• Assist with training and orientation of new Patient Service Representatives
• Provide electronic health record registration support to team members
• Cross-train to effectively perform Patient Access Specialist functions as required by PSMC

## Qualifications
### **Education**

• High school diploma or equivalent required
• Coursework in computers and/or medical terminology preferred but not required

### **Experience**

• One to two (1-2) years of customer service experience required
• Proficient typing skills and previous experience using computers required
• Previous healthcare, medical office, patient registration, or scheduling experience preferred

### **Licensure & Certifications**

• Current AHA BLS certification for Healthcare Providers required

### **Skills**

• Exceptional customer service and interpersonal skills
• Strong verbal and written communication abilities
• Ability to multitask and work effectively in a fast-paced environment with frequent interruptions
• Strong attention to detail and commitment to accuracy
• Ability to remain calm and professional in challenging or escalating situations
• Ability to work independently while collaborating effectively as part of a team
• Basic computer proficiency, including Microsoft Office and electronic health records
• Ability to learn and become proficient in Cerner and other required systems
• Additional language skills are welcomed but not required

## **What We're Looking For**

The ideal candidate

• Genuinely enjoys helping people and providing excellent customer service
• Creates a welcoming and respectful experience for every patient
• Is organized, dependable, and attentive to detail
• Can manage multiple priorities while maintaining accuracy
• Communicates clearly and professionally
• Remains calm and adaptable in a busy clinic environment
• Works well both independently and as part of a collaborative care team
• Embodies PSMC's WISER values of **Wholeness, Integrity, Stewardship, Excellence, and Respect**

## **Compensation & Benefits**

• **Base Compensation Range:** $18.00 - $22.38 hourly, based on years of relevant experience. "Relevant experience" means relevant to the employee's responsibilities set forth in the job description as determined by the HR Manager, CAO, applicable department manager/director and applicable senior leader.
• **Benefits:** Benefits include generous paid time off, separate sick leave, health, dental, vision, life and AD&D insurance, long-term disability and option for short-term disability, and retirement plan with employer contribution.
• **Job Type:**Full-time
• **Shift Type:** Weekdays
• **Anticipated End Date for Posting:**August 15, 2026. The deadline may close sooner due to an unanticipated business necessity, such as an incumbent vacating the role earlier than anticipated. You are encouraged to apply well in advance of the deadline.

**Pagosa Springs Medical Center is an Equal Opportunity Employer.** All qualified applicants will be considered for employment, and we will not discriminate against any person on the basis of race, color, national origin, disability, age, sex, religion, creed, ancestry, sexual orientation, marital status, or any other characteristic protected by law. Offers of employment are contingent upon successful completion of a pre-employment health and drug screen and background check.

## **About Pagosa Springs Medical Center**

Pagosa Springs Medical Center is a Critical Access Hospital serving Pagosa Springs and Archuleta County in southwest Colorado. Our Rural Health Clinic team is committed to providing accessible, high-quality healthcare close to home while creating a compassionate and welcoming experience for every patient we serve.

Located in the beautiful San Juan Mountains, Pagosa Springs offers an exceptional quality of life with world-class hiking, skiing, fishing, mountain biking, rafting, hunting, and the world's deepest geothermal hot springs. At PSMC, you'll join a collaborative team guided by our WISER values: **Wholeness, Integrity, Stewardship, Excellence, and Respect**, where every team member plays an important role in improving the health of our community.

## **Apply Today**

If you're a customer-focused professional who enjoys helping people, staying organized, and being part of a collaborative healthcare team, we'd love to hear from you. Join Pagosa Springs Medical Center and help us create an exceptional experience for our patients from their first point of contact through every step of their care.