Patient Service Center Representative at Eyecare Medical Group – Portland, Maine

The Patient Service Center Representative is the front-line voice of EMG, answering high-volume calls, directing patients to the appropriate department, and providing first-level support for common questions and requests. This role also performs basic administrative tasks such as scanning, appointment reconciliation, and occasional check-in/check-out support. With a focus on clear communication and exceptional service, this position ensures a smooth experience for patients, staff, and physicians while representing both the clinic and surgery center with professionalism and care. This position also provides backup support for the PSR Administrative role as needed.

PRIMARY RESPONSIBILITIES

1. Serves as the first point of contact by answering incoming calls and greeting all callers in a professional, caring manner.
2. Directs patients and callers to the appropriate department and resolves basic inquiries whenever possible.
3. Answers incoming internal and external calls, greeting each caller in a professional and caring manner.
4. Utilizes electronic health record to send and receive messages with clinical staff and ensure accurate information flow.
5. Manages incoming faxes, documents, and requests related to disability forms, referrals, and medical records.
6. Performs insurance verification as appropriate to ensure accurate billing to appropriate insurance for patient encounter(s).
7. Scans required documents into the patient record, including consent forms, new patient forms, CCOF and other administrative materials, etc.
8. Addresses basic billing questions and routes more complex issues to the appropriate team.
9. Maintains clear communication with clinical staff to support smooth patient flow and minimize schedule disruptions.
10. Performs occasional front desk support including patient check in/out, copay collection and appointment reconciliation.
11. Performs medical audits and transcription of identified surgical cases to ensure accuracy.
12. Identifies and reports potential patient safety concerns in a proactive and timely manner.
13. Attends meetings, as assigned, and participates in educational activities to keep skills up to date.
14. Performs other duties necessary to maintain the overall efficiency and continuity of the clinic.
15. Demonstrates a strong commitment to EMG’s Core Values: maintaining an Optimistic Stance, Embracing Change, engaging in Real Talk, Doing the Right Thing, being Authentic, balancing Head and Heart, and Stewardship.

Work is completed in an office and/or clinical healthcare setting with little exposure to harsh conditions and hazards. Training, Certification and/or Personal Protective Equipment is provided when necessary. Incumbent will have the ability to move freely and may be required to sit or stand for long periods of time. May be required to balance, bend/stoop, stretch, push/pull, kneel, reach and lift up to 25 lbs. to perform essential duties and responsibilities of the role. Hand and eye coordination, finger dexterity and the ability to communicate both verbally and in writing. Is required to travel to and from office locations as needed.

Daily operation of various office equipment: fax machine, telephone & voice mail operating system. Stationary/laptop computer, e-mail system, & copier.

This position has been evaluated for remote work eligibility:

• Required to sit or stand for extended periods of time.
• Ability to maintain confidentiality in the performance of duties
• Ability to complete work in a timely, accurate and thorough manner
• Ability to work collaboratively with members of the EMG practice

• High school graduate or high school equivalency credential.
• Must have at least 2 years of relevant medical office experience
• Excellent communication and interpersonal skills, with the ability to interact with all internal and external customers in a professional and caring manner.
• Ability to make well-reasoned decisions, both independently and as part of a team.
• Proficient computer skills including Microsoft Office and email.
• Maintains patient confidentiality per state and federal and company regulations.
• Ability to read, understand and follow oral and written instructions
• Excellent communication and interpersonal skills necessary for interacting with patients, physicians, supervisors, and other staff.
• Ability to project and maintain a professional image.
• Ability to work independently and excel as part of a team.
• Excellent customer service skills.
• Ability to complete work in a timely, accurate, and thorough manner.