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 staff.

Responsibilities

• Acts as a resource to patient services staff, providing guidance on more complex issues and concerns.
• Actively participates in problem-solving and identifying improvement opportunities.
• Welcomes and greets all patients and visitors, in person or over the phone.
• 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 providers or other medical staff of patients’ arrival, being aware of delays, and communicating with patients and clinical staff.
• Schedules follow-up services, office visits, surgeries, diagnostic, and imaging appointments, ensuring proper authorizations are obtained.
• 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 by securing protected health information (PHI) and logging off computers when unattended.
• Ensures proper handoff of responsibilities once tasks are completed.
• Meets established attendance criteria and starts work promptly.
• Respects and acknowledges the organization’s commitment to cultural diversity through behavior, language, and actions.
• Demonstrates efficient use of time and resources.
• Ensures all medical records are accurate and complete.
• Supports billing by completing charge entry to ensure billing is achieved within 48 hours and all appropriate procedures are documented and billed for.
• Performs other position-related duties as assigned.

Requirements

• High School Diploma or equivalent required; some college work preferred.
• Minimum of 2-3 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 performance under 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.
• Adherence to compliance and accreditation efforts, including OSHA, HIPAA, and CMS guidelines for Parts C & D on General Compliance and Fraud, Waste & Abuse.
• Compliance with HR confidentiality standards.

Physical Demands

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