Patient Billing/Services Representative II - Otolaryngology
Washington University Otolaryngology (Ear, Nose, and Throat) Sunset Hills Clinic is looking for a new front desk team member. Offering a 4-day / 10-hour work schedule option, this role ensures excellent patient care starts from the moment a patient walks in the door. The team collaborates with clinical staff and off-site members to create a patient-centric experience in a multidisciplinary setting. Ideal candidates have medical office scheduling experience and seek a patient-facing position with growth opportunities.
About the role
The Patient Service Representative II (PSRII) is responsible for capturing, updating, and verifying patient demographic and insurance information to ensure maximum reimbursement for the Otolaryngology department. PSRs schedule follow-up visits and serve as a liaison between patients, staff, healthcare professionals, and the public, advocating for patients' needs.
Responsibilities
- Work on pre-arrival alerts (e.g., insurance, referrals).
- Update and verify patient insurance, billing, and demographic information in EPIC for reimbursement.
- Check eligibility electronically or manually as needed.
- Collect fees for service (copay, deductible, self-pay, cosmetic services, consults, surgery pre-pays, and past balances) and record in EPIC.
- Check patients in through EPIC, updating demographics, insurance, and verifying referrals.
- Schedule return appointments, testing, and procedures.
- Contact insurance companies for pre-certification of tests and orders; arrange peer-to-peer reviews as needed.
- Maintain familiarity with insurance companies and their reimbursement policies.
- Balance cash drawer daily and prepare bank deposits.
- Answer incoming department telephone lines.
- Check patients out and print After Visit Summaries (AVS) for patients.
- Float to other locations to cover as needed.
- Scan documents from outside WU or clinical documents into the medical record via EPIC.
- Upload imaging disks to PowerShare.
- Perform other duties as assigned.
Requirements
- High school diploma or equivalent certification, or a combination of education and experience.
- 3 years of experience in billing systems, third-party claims, or a medical office setting with related customer service.
- Basic Life Support (BLS) certification must be obtained within one month of hire (online certifications without a skills assessment are insufficient).
Preferred Skills
- Customer Service
- Effective Written Communication
- Epic EHR
- Financial Information
- Insurance
- Interpersonal Communication
- Interpersonal Relationships
- Medical Billing and Coding
- Medical Insurance Claims
- Office Organization
- Organizing
- Professional Etiquette
- Scheduling
- Team Collaboration
Working Conditions
- Primary location: Sunset Hills Center for Advanced Medicine; may float to other locations as needed.
- Normal office environment and patient care setting.
- Typically sitting at a desk or table with repetitive wrist, hand, or finger movement.
- Use of office equipment.
Pay
$17.89 - $26.35 / Hourly
Schedule
40 scheduled hours per week, with a 4-day / 10-hour work schedule option.
Benefits
- Up to 22 days of vacation, 10 recognized holidays, and sick time.
- Competitive health insurance packages with priority appointments and lower copays/coinsurance.
- Free Metro transit U-Pass for eligible employees.
- Defined contribution (403(b)) Retirement Savings Plan with university contributions starting at 7%.
- Wellness challenges, annual health screenings, mental health resources, mindfulness programs, employee assistance program (EAP), financial resources, and access to dietitians.
- 4 weeks of caregiver leave to bond with a new child, plus family care resources for childcare and adult care.
- Tuition coverage for employees and dependents (100% at WashU and 40% elsewhere after seven years).