Patient Service Representative at Trillium Health Inc. – Rochester, New York

Job Title: Patient Service Representative

Department: Clinic

Position type: Full Time 37.5 Hours

FLSA: Non-Exempt

Job Summary:

As a Patient Service Representative (PSR), you’ll play a key role in ensuring a smooth, respectful, and efficient experience for every patient who walks through our doors. This position supports clinic operations through front desk coordination, provider assistance, and administrative excellence—all while upholding Trillium Health’s values of inclusivity, professionalism, and community impact.

Duties/Responsibilities:

• Serve as the first point of contact for patients, providing a welcoming and professional experience.
• Schedule appointments and manage patient information using the EMR system.
• Answer and route phone calls; initiate triage requests when appropriate.
• Check patients in and out, verify insurance, and process payments.
• Maintain accurate medical records and manage incoming/outgoing documentation.
• Support providers with administrative tasks and schedule adjustments.
• Uphold confidentiality and demonstrate respect for diversity and inclusion.
• Participate in quality improvement and compliance activities.

Required Skills/Abilities:

• Excellent customer service and communication skills.
• Ability to speak, read, and understand English fluently.
• Proficiency with electronic medical record (EMR) systems.
• Strong organizational skills and attention to detail.
• Ability to manage multiple tasks in a fast-paced environment.
• Comfortable handling sensitive information with discretion.
• Team-oriented with a collaborative mindset.
• Commitment to inclusiveness and cultural sensitivity.

Education and Experience:

• Minimum of a high school diploma or equivalent (GED) required.
• 1–3 years of experience working in a medical office or clinic setting required.
• Medical Office Assistant Certification or other related education preferred.
• Familiarity with electronic medical record (EMR) systems, with EPIC experience strongly preferred.
• Bilingual skills in Spanish preferred.

Physical Requirements:

While performing the duties of this job the employee is required to stand, sit, walk, use hands to finger, handle, or feel; reach with hands and arms, talk and hear. Occasionally the employee must stoop, bend and lift or move up to 25 lbs. Specific vision abilities required include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.

Equal Employment Opportunity: Trillium Health promotes Equal Employment Opportunity for all, respecting diverse backgrounds, cultures, races, ages, experiences, and opinions. Employees must meet department performance standards and participate in compliance audits, process improvement, and quality improvement plans.