Patient Service Representative I

Key Responsibilities

• Patient registration and check-in/check-out
• Appointment scheduling
• Insurance verification
• Supporting front desk and daily clinic flow
• Maintaining accurate patient records

What We’re Looking For

• Medical office or healthcare experience preferred
• Strong customer service and communication skills
• Ability to multitask in a fast-paced environment
• Detail-oriented and dependable team player

Benefits (Full-Time)

• Health, dental, and vision insurance (eligible after 30 days)
• 401(k) eligibility after 90 days
• Paid holidays (7 company holidays)
• Paid time off (PTO) and sick time accrual starting day one

GENERAL SUMMARY

The Patient Service Representative I is responsible for providing customer service and ensuring the patient experience, either by phone or in person, is exemplary. The Patient Service Representative I will coordinate clerical tasks such as answering the phones, greeting patients and visitors, and scheduling appointments in a professional and timely manner. They are responsible for moving the patients through the intake and checkout process including patient registration, scanning and filing medical records, collecting co-payments, deductibles, and any outstanding balances. The Patient Service Representative I must ensure that all procedures, from identifying correct patient files to verifying insurance information, are closely followed to create a seamless patient experience between clerical and clinical staff.

ESSENTIAL JOB FUNCTION/COMPETENCIES

Responsibilities include but are not limited to:

• Welcomes and greets all patients and visitors, in person or over the phone.
• Is responsible for keeping the front desk area clean and organized.
• Registers new patients and updates existing patient demographics by collecting detailed patient information including personal and financial information (ex. co-payments and insurance cards).
• Collections outstanding patient balances.
• Obtains referrals and authorizations when required.
• Scans incoming faxes, consents, reports, and all other patient information into patient chart.
• Generates batch transmittal reports for each day.
• Facilitates the patient flow by notifying the provider or other medical staff of the patients’ arrival, being aware of delays, and communicating with patients and clinical staff.
• Schedules follow up services and office visits for patients.
• Responds to inquiries by patients, prospective patients, and visitors in a courteous manner.
• Keeps medical office supplies adequately stocked by anticipating inventory needs, placing orders, and monitoring office equipment.
• Protects patient confidentiality, making sure protected health information (PHI) is secured by not leaving PHI in plain sight and logging off the computer before leaving it unattended.
• Ensures proper hand off of responsibilities once their task is completed.
• Mets established attendance criteria and starts work promptly. Punctual and dependable for assigned/confirmed shifts.
• Respects and acknowledges the organizations commitment to cultural diversity, which is expressed through behavior, language and actions.
• Consistently demonstrates good use of time and resources.
• Ensures that all medical records are accurate and complete.
• Performs other position related duties as assigned.

CERTIFICATIONS, LICENSURES OR REGISTRY REQUIREMENTS

N/A

KNOWLEDGE | SKILLS | ABILITIES

• Knowledge in healthcare systems operations and experience in navigating EMRs.
• Ability to answer multiple incoming telephone calls.
• Demonstrate excellent organizational skills, multi-tasked abilities, and the ability to perform well in stressful situations.
• Customer-oriented with ability to remain calm in difficult situations.
• Ability to work independently and manage multiple deadlines.
• Ability to comprehend established office routines and policies.
• Ability to keep financial records and perform mathematical tasks.
• Knowledge of Medical Terminology.
• Excellent verbal and written communication skills.
• Proficient interpersonal relations skills.
• Basic knowledge of health insurance products (HMO, PPO, HSA, Commercial, Medicare etc.).
• Ability to navigate online health insurance portals to verify benefits.
• Regularly adheres and supports compliance and accreditation efforts as assigned including, but not limited to OSHA, HIPAA & CMS guidelines for Parts C & D on General Compliance and Fraud, Waste & Abuse.
• Complies with HR confidentiality standards.

EDUCATION REQUIREMENTS

A High School Diploma or equivalent required. Some college work preferred.

EXPERIENCE REQUIREMENTS

Minimum of 1-3 years’ customer service experience required. Experience in a medical office; specifically, urology, preferred.

PHYSICAL DEMANDS

Carrying Weight: 1-25 lbs. - Frequent from 34% to 66%, 26-50 lbs. - Occasionally from 2% to 33%, 100 + lbs. - Seldom, up to 2%. Pushing/Pulling: 1-25 lbs. - Seldom, up to 2%, 26-50 lbs. - Seldom, up to 2%. Lifting - Height, Weight: Floor to Chest, 1 -25 lbs. - Occasional: from 2% to 33%, Floor to Chest, 26-50 lbs. - Seldom: up to 2%, Floor to Waist, 1-25 lbs. - Occasional: from 2% to 33%, Floor to Waist, 26-50 lbs. - Seldom: up to 2%.