Patient Service Representative

About the role

As a Patient Service Representative, you will execute day-to-day patient-facing service activities, ensuring quality assurance and customer satisfaction while facilitating communication between patients, family members, and staff. The role supports the imaging center front office, medical records, and technologists through a rotation across front desk, medical records, and technologist assistant responsibilities.

Schedule

Full-Time position working Monday, Tuesday, Thursday and Friday 9:00 am–5:30 pm, and Saturday 12:00 pm–8:00 pm.

Responsibilities

• Front Desk (60%)
  • Serve as initial point of contact for patients and visitors, creating positive patient service experiences.
  • Register patients by validating accurate demographic information and collecting out-of-pocket payments prior to services.
  • Inform patients about delays and wait times; follow up to ensure inquiries or complaints are resolved.
  • Answer, investigate, and/or direct patient inquiries or complaints to supervisors or managers.
  • Obtain and validate photo IDs and insurance cards; scan documents into patients’ charts and categorize appropriately.
  • Provide consent, financial, and HIPAA compliance documents; explain them thoroughly to patients when necessary.
  • Utilize and apply EHR software, hardware, and programs proficiently.
  • Scrutinize prescriptions and referrals for accuracy to ensure patients receive appropriate exams.
  • Coordinate with interdepartmental professionals to ensure patient satisfaction in scheduling and admission/encounter.
  • Verify and dispense oral contrast and preparation instructions to patients scheduled for upcoming appointments.
  • Participate in medical office emergency routines; summon ambulance or EMS and assist other staff as needed.
  • Manage outgoing and incoming faxes through electronic and manual machines.
  • Maintain administrative office supplies (e.g., brochures, cards, sign-in sheets).
  • Contact referring physician offices to verify or request pending information necessary for exams.
  • Organize and prioritize tasks to meet deadlines while maintaining efficient patient flow.
  • Use proper phone and written etiquette when handling correspondence.
  • Maintain reception and patient waiting areas (cleanliness, sanitation, literature organization, beverage supply).
  • Align with company mission and embody core values.
  • Adhere to company policies, procedures, operational objectives, and goals.
  • Maintain strict confidentiality of PHI in compliance with HIPAA regulations.
• Medical Records (20%)
  • Ensure quality assurance of health records by verifying completeness, accuracy, and proper entry into computer systems.
  • Serve as point of contact for medical records inquiries, creating positive patient service experiences.
  • Retrieve and release health information in adherence with HIPAA and company policies.
  • Work cooperatively with patients and team members of diverse backgrounds to ensure inclusion.
  • Act as liaison between healthcare providers and offices in a timely manner.
  • Utilize EHR software, hardware, and programs proficiently.
  • Organize and prioritize tasks to meet deadlines while maintaining efficient patient flow.
  • Exercise sound judgment in taking appropriate actions.
  • Educate patients on diagnostic examinations and deliver instructions per company policy.
  • Professionally manage Stat/Urgent cases pending communication from referring providers after services are rendered.
  • Use proper phone and written etiquette when handling correspondence.
  • Align with company mission and embody core values.
  • Adhere to company policies, procedures, operational objectives, and goals.
  • Maintain strict confidentiality of PHI in compliance with HIPAA regulations.
  • Maintain reception and patient waiting areas (cleanliness, sanitation, literature organization, refreshment supply).
• Technologist Support (15%)
  • Monitor all modality schedules.
  • Greet and escort patients to changing rooms; briefly explain procedures.
  • Perform prep/changing room turnaround with proper sanitizing techniques.
  • Help technologists stay on schedule by having the next patient ready before the current one is finished.
  • Ensure patient areas are stocked, organized, and neat.
  • Clean and stock patient prep rooms and restrooms; stock linen and empty laundry at shift end.
  • Check with technologists, center supervisor, or manager for additional duties as needed.
• Other Duties as Assigned (5%)

Requirements

• High School diploma or equivalent.
• One (1) year of applicable customer service experience.
• Proficient with using computer systems and typing.

Preferred Qualifications

• Two (2) years of customer service experience.
• Experience using electronic medical record/health record (EMR/EHR) systems.
• Experience working in a Radiology/Diagnostic Imaging healthcare setting.
• Knowledge of basic medical terminology.
• Insurance knowledge.
• Bilingual.

Benefits

• Medical, dental, and vision insurance.
• 401(k) with company match.
• Life and disability insurance.
• Tuition reimbursement.
• Adoption assistance.
• Pet insurance.
• Paid Time Off (PTO) and holiday pay.