Patient Service Representative (PSR) II

About the role

We are seeking a dedicated and compassionate Patient Service Representative to join our healthcare team. The ideal candidate will serve as the primary point of contact for patients, ensuring a positive experience by providing exceptional customer service. This role involves scheduling appointments, managing patient records, answering inquiries, and facilitating effective communication between patients and healthcare providers.

Responsibilities

Patient Service Representative-I:

• Greets patients as they arrive and manages 20-minute wait time
• Assists patient with intake processes including copying required documents
• Collects co-payments, co-insurance and deductibles and issues receipts
• Manages cashier box and daily deposits according to company policies
• Processes walk-in patients and visitors
• Answers phones and schedules appointments (special focus on physician requested return visits)
• Schedules referrals as indicated
• Assists with patient outreach as applicable (e.g., next-day reminders, AWV support)
• Manages medical records (maintains, files/scans, prepares for schedule)
• Ensures all correspondence is scanned and/or filed in timely manner
• Performs all other related duties as assigned

Patient Service Representative-II:

• Perform all responsibilities for PSR-I
• Assist in training and evaluation of new hires
• Assisting other PSRs and providers in need
• Assisting PSR-Team Lead as directed
• Solves issues of moderate complexity
• Assists in training of new PSR's
• Performs all other related duties as assigned

Requirements

• High school graduate or GED required
• One year of related work experience including data entry
• Working knowledge of medical office procedures and medical terminology
• Ability to accurately sort and file materials by alphabetic or numeric systems
• Effective communication and customer service skills required (AIDET)
• Successful initial competency assessment, following rotational training
• Excellent interpersonal skills
• Ability to always communicate clearly and effectively with patients and other external parties in a courteous and friendly manner
• Must be detail-oriented and highly organized
• Firm grasp on administrative processes, and organizational policies
• Knowledge of patient care and examination procedures
• Must be able to maintain confidentiality at all times
• Microsoft Office Suite
• ICD-10 and CPT experience preferred
• Proficient in patient check in, check out and referral process

Physical and mental requirements

• Ability to lift up to 50 pounds
• Ability to push or pull heavy objects using up to 50 pounds of force
• Ability to sit for extended periods of time
• Ability to stand for extended periods of time
• Ability to use fine motor skills to operate office equipment and/or machinery
• Ability to receive and comprehend instructions verbally and/or in writing
• Ability to use logical reasoning for simple and complex problem solving
• Ability to travel to multiple locations to support business needs as required