What does a Patient Services Representative do?
A patient services representative is a medical facility-based customer service agent who collects information from patients before their medical appointments and answer questions about billing. Alternative titles for this role include medical secretary, medical assistant and patient care representative. Patient services representatives work at the front desk in a medical care setting and communicate with patients through verbal and written correspondence.
Working as a Patient Services Representative
- Entering data for patients into an electronic medical record (EMR)
- Contacting patients over the phone or processing paperwork in-person to collect information about the patient's past treatments and other historical medical data, including medications and surgical history
- Answering patient questions about billing and payments
- Screening incoming calls to provide the proper routing to other departments when necessary
- Registering, scheduling and re-scheduling patients for initial appointments and follow-ups
How much does a Patient Services Representative make in the United States?
Frequently asked questions
What do patient services representatives wear?
Usually, patients and their families see patient services representatives first when entering a medical facility or hospital. Therefore, having a professional appearance is important. Some employers require a uniform, but the typical outfit worn by patient services representatives is a collared shirt with slacks or khaki pants and clean sneakers or dress shoes.
Could a patient services representative also be considered a medical professional?
A patient services representative may direct a patient to community resources or literature about a medical condition, but they do not discuss the prognosis of a patient's specific condition or offer diagnoses and treatments like a medical professional would for the patient. However, when they are researching resources and information, patient services representatives must respect the patient's personal information as any medical professional would by making confidentiality their primary concern.
Where does a patient services representative work?
A patient services representative could work in many medical settings, such as hospitals, medical clinics, doctor or dentist offices, mental health clinics and senior living facilities.