Patient Service Representative II

About the Role

The Patient Service Representative II ensures patients receive the highest level of customer service and care. This role provides non-clinical support, acts as a resource for patient services staff, and coordinates clerical tasks to facilitate a seamless patient experience between clerical and clinical teams.

Responsibilities

• Act as a resource to patient services staff, providing guidance on complex issues and concerns.
• Participate in problem-solving and identify improvement opportunities.
• Greet patients and visitors in person or over the phone, and register new or update existing patient demographics.
• Collect detailed patient information, including personal, financial, and insurance details (e.g., co-payments).
• Collect outstanding patient balances and obtain referrals/authorizations when required.
• Scan incoming faxes, consents, reports, and other patient information into patient charts.
• Generate batch transmittal reports daily.
• Facilitate patient flow by notifying providers or medical staff of arrivals, monitoring delays, and communicating with patients and clinical staff.
• Schedule follow-up services, office visits, surgeries, diagnostics, and imaging, ensuring proper authorizations are obtained.
• Respond to inquiries from patients, prospective patients, and visitors courteously.
• Maintain adequate medical office supplies by anticipating inventory needs, placing orders, and monitoring equipment.
• Protect patient confidentiality by securing protected health information (PHI) and logging off computers when unattended.
• Ensure proper handoff of responsibilities upon task completion.
• Meet attendance criteria and adhere to assigned shifts punctually.
• Demonstrate cultural diversity awareness through behavior, language, and actions.
• Use time and resources efficiently.
• Ensure medical records are accurate and complete.
• Support billing by completing charge entry within 48 hours and ensuring all procedures are documented and billed.
• Perform other related duties as assigned.

Requirements

• High School Diploma or equivalent required; some college work preferred.
• Minimum of 2-3 years of customer service experience.
• Experience in a medical office, preferably in urology.
• Basic knowledge of CPT procedure coding and ICD-10 diagnostic coding preferred.

Skills

• Proficiency in computer programs and applications, including Microsoft Office.
• Experience navigating healthcare systems and Electronic Medical Records (EMRs).
• Ability to manage multiple incoming telephone calls.
• Excellent organizational, multitasking, and stress-management skills.
• Customer-oriented with the ability to remain calm in difficult situations.
• Ability to work independently and manage multiple deadlines.
• Understanding of office routines and policies.
• Ability to maintain financial records and perform mathematical tasks.
• Knowledge of medical terminology.
• Excellent verbal and written communication skills.
• Strong 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.
• Adherence to compliance and accreditation efforts (OSHA, HIPAA, CMS guidelines).
• Compliance with HR confidentiality standards.

Physical Demands

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