Patient Service Representative I

Work Location: 9555 76th Street Suite 4106, Pleasant Prairie, WI 53158

Pay

Starting range: $18.00–$25.00 per hour

Schedule

Monday–Friday, no nights or weekends

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• Life Insurance
• Pet Insurance
• Health savings account
• Paid sick time
• Paid time off
• Paid holidays
• Profit sharing
• Retirement plan

About the role

The Patient Service Representative I is responsible for providing customer service and ensuring the patient experience, either by phone or in person, is exemplary. They coordinate clerical tasks such as answering phones, greeting patients and visitors, and scheduling appointments in a professional and timely manner. The role involves moving patients through the intake and checkout process, including registration, scanning and filing medical records, and collecting co-payments, deductibles, and outstanding balances. The Patient Service Representative I ensures 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.

Responsibilities

• Welcomes and greets all patients and visitors, in person or over the phone.
• Keeps 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 (e.g., co-payments and insurance cards).
• Collects outstanding patient balances.
• Obtains referrals and authorizations when required.
• Scans incoming faxes, consents, reports, and all other patient information into patient charts.
• Generates batch transmittal reports for each day.
• Facilitates patient flow by notifying the provider or other medical staff of 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, ensuring 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.
• Meets established attendance criteria and starts work promptly. Punctual and dependable for assigned/confirmed shifts.
• Respects and acknowledges the organization’s commitment to cultural diversity, expressed through behavior, language, and actions.
• Consistently demonstrates good use of time and resources.
• Ensures all medical records are accurate and complete.
• Performs other position-related duties as assigned.

Requirements

• High School Diploma or equivalent required; some college work preferred.
• Minimum of 1–3 years’ customer service experience required.
• Experience in a medical office, specifically urology, preferred.
• Basic knowledge and understanding of CPT procedure coding and ICD-10 diagnostic coding preferred.

Skills

• Skill in using computer programs and applications including Microsoft Office.
• Knowledge of healthcare systems operations and experience navigating EMRs.
• Ability to answer multiple incoming telephone calls.
• Excellent organizational skills, multitasking abilities, and the ability to perform well in stressful situations.
• Customer-oriented with the 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 to and supports compliance and accreditation efforts including OSHA, HIPAA, and CMS guidelines for Parts C & D on General Compliance and Fraud, Waste & Abuse.
• Complies with HR confidentiality standards.

Physical Demands

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