Job Description – Patient Service Representative (PSR)

Location- Zephyrhills, FL

General Description

The Patient Service Representative (PSR) serves as the first point of contact for Premier Community HealthCare Group patients and plays a critical role in delivering a positive, welcoming, and efficient patient experience. This position provides front-desk support for medical and/or dental services, including patient check-in, check-out, registration, scheduling, and customer service.

PSRs directly impact patient satisfaction by ensuring timely service, accurate information, and professional communication while supporting clinic operations and patient flow. 

Essential Duties & Responsibilities

 • Provide best-in-class customer service during patient check-in and check-out
 • Ensure patients are assisted in a timely, professional, and courteous manner
 • Partner with clinical staff to support smooth patient flow and low wait times
 • Update and maintain accurate patient demographic, insurance, and registration information
 • Collect and post payments for services not completed during pre-registration
 • Answer multiple phone lines promptly and assist callers with scheduling and general inquiries
 • Schedule appointments and assist with patient registration, including walk-ins and same-day visits
 • Issue referrals and process preventive care and non-urgent referrals as directed by providers
 • Utilize internal resources and collaborate with other Premier sites to complete daily tasks
 • Escalate patient concerns, registration issues, or billing questions to appropriate leadership
 • Assist other care team members as needed and foster a positive team environment
 • Meet individual performance goals and provide input for process improvement
 • Maintain patient confidentiality and ensure HIPAA compliance at all times
 • Communicate workflow disruptions that may impact patient flow
 • Support community give-back initiatives and advocate for Premier’s mission
 • Adhere to Premier’s core values and patient care standards
 • Participate in Quality Improvement / Quality Assurance (QI/QA) initiatives
 • Perform other duties as assigned 

Knowledge, Skills & Abilities

• Basic understanding of medical terminology and documentation
 • Basic mathematical skills
 • Ability to perform repetitive tasks with accuracy
 • Strong customer service skills with empathy and compassion for diverse populations
 • Professional demeanor with a positive attitude and strong work ethic
 • Ability to communicate effectively, verbally and in writing, across all levels of the organization
 • Excellent grammar, spelling, and interpersonal skills
 • High ethical standards and commitment to confidentiality and Premier values 

Qualifications

• High School Diploma or GED required
 • CPR/BLS certification preferred
 • Ability to obtain and maintain Epic certification and annual compliance training throughout employment 

Working Conditions & Physical Requirements

• Ability to lift 20 lbs. regularly and 30–50 lbs. occasionally
 • Ability to sit for extended periods
 • Direct exposure to computer screens
 • Possible exposure to contagious or infectious diseases 

Background Screening Requirement:

This position requires a Level 2 background screening through the Florida Agency for Health Care Administration (AHCA) Care Provider Background Screening Clearinghouse.

Applicants may review information regarding the background screening process, disqualifying offenses, and applicant rights by visiting the AHCA Background Screening Education and Awareness webpage:

https://info.flclearinghouse.com