Patient Service Representative

The Patient Service Representative (PSR) is responsible for front office operations, including scheduling, coordinating patient care, and verifying insurance. This role serves as the first point of contact for patients and students, greeting and welcoming them to the Student Health Center in a professional and courteous manner. The PSR manages incoming calls using appropriate phone etiquette, assists with scheduling appointments and services, and directs patients to the appropriate resources. This position requires familiarity with services offered, healthcare providers, referral processes, and relevant UNE departments to ensure an efficient and positive patient experience. About the University of New England UNE is Maine's largest private university, with two beautiful coastal campuses in Maine, a one-of-a-kind study-abroad campus in Tangier, Morocco, and an array of flexible online offerings. In an uncommonly welcoming and supportive community, we offer hands-on learning, empowering students to positively impact a world full of challenges. We are the state's top provider of health professionals and home to Maine's only medical and dental colleges, a variety of other interprofessionally aligned health care programs, and nationally recognized programs in the marine sciences, the natural and social sciences, business, the humanities, and the arts. Benefits Overview Multiple health and dental plan options, plus vision coverage. Up to 8% retirement plan match. Generous leave time, including vacation, sick, and personal time, and 12+ holidays per year. Educational benefits : UNE tuition waiver for employees, spouses, and domestic partners. UNE tuition waiver for dependents of employees with 1 year of full-time service. 50% tuition reduction if less than 1 year of full-time service. For more information about our outstanding benefits, please visit: UNE Benefits Overview Responsibilities Greets and welcomes patients in person and by telephone in a polite and consistent manner; answers or appropriately directs inquiries. Assists patients by scheduling appointments and follow-ups, registering scheduled and walk-in patients, collecting insurance information, and maintaining accurate records. Manages incoming calls, including maintaining current voicemail greetings, responding to messages, routing calls to appropriate staff, and directing calls to other departments as needed. Prepares and updates daily schedules for providers and staff; prepares charts and updates the electronic scheduling system as needed. Maintains patient flow by notifying providers of patient arrivals, monitoring schedules, and communicating delays as appropriate. Provides a supportive patient experience by addressing questions, anticipating needs, and maintaining an organized and welcoming reception area. Conducts appointment reminder calls and follows up on missed appointments ("no-shows") daily. Maintains patient records by accurately filing and retrieving information to ensure availability of treatment data. Updates and maintains patient accounts, including personal and insurance information. Communicates effectively with the Director, Coordinator, Practice Manager, and other staff. Escalates patient concerns or complaints to the Practice Manager, Coordinator, or Director as appropriate. Performs other related duties as assigned. Qualifications Associate's degree in a related discipline and two to three years of relevant clinical experience, or an equivalent combination of education and experience from which comparable knowledge and skills have been acquired. Prior experience as a Patient Service Representative or in a similar role preferred. Experience with Electronic Health Records (EHR) or computerized systems, including scheduling patients, retrieving data, and maintaining records. Working knowledge of medical terminology and clinical practices. Strong interpersonal, organizational, and communication skills, with attention to detail. Ability to communicate effectively and courteously with patients, healthcare providers, insurance companies, and internal departments. Demonstrated ability to exercise tact, discretion, and sensitivity when handling confidential information. Ability to identify issues requiring immediate attention and escalate appropriately to medical staff. Strong problem-solving skills with the ability to multitask and work effectively under pressure in a fast-paced environment. Professional demeanor with a commitment to providing a positive and respectful experience for patients and colleagues. Ability to build and maintain collaborative working relationships across departments. EEO Statement Summary Consistent with federal and state law and University policy, the University of New England is committed to the fundamental concept of equal opportunity for all of the members of the University community. The University prohibits, and will not tolerate, discrimination in employment, the provision of academic services or in any other area of University life based on race, color, sex, physical or mental disability, religion, age, ancestry, national origin, sexual orientation, gender identity and/or expression, ethnicity, genetic information, HIV status, or status as a veteran. Prohibited bias factors should not motivate decisions regarding students, employees, applicants for admission, applicants for employment, contractors, volunteers or participants in and/or users of institutional programs, services, and activities. COVID Vaccination Statement (PLEASE NOTE) Employees in clinical settings must meet the State of Maine's immunization requirements for clinical activity. Additional Note This position is not eligible for H-1B visa sponsorship.