Patient Services Representative

About the role

Full-time Patient Services Representative position at the Medical Oncology, Hematology clinic in Jamestown, NY, part of Roswell Park Care Network. The role serves as the first point of contact for patients, providing customer service and administrative support to ensure a positive patient experience and efficient clinic operations.

Responsibilities

• Greet and welcome all patients and visitors in person and over the phone professionally, creating a friendly and welcoming environment.
• Announce patients and visitors as needed with sensitivity.
• Interact with coworkers to promote a respectful and cooperative working environment.
• Assist nurses, physicians, and other clinical/medical staff with administrative support.
• Accurately and efficiently respond to tasks received from providers, office staff, and billing.
• Open and close the patient waiting room.
• Adhere to policies, procedures, and regulations outlined in the office policy and procedures manual.
• Register patients using the EMR.
• Coordinate and prepare patients’ appointments and itineraries.
• Check insurance eligibility and verification for every patient.
• Collect and scan insurance and other required documents.
• Review reports to ensure coverage and proper co‑pay collection.
• Confirm insurance eligibility and verification prior to scheduling new patient appointments.
• Complete new patient intake, including entry into the EMR.
• Verify and update patient demographic and insurance details at each visit.
• Collect identification and insurance cards, copying or scanning them for the patient record.
• Scan other relevant patient information into the Electronic Medical Record (EMR).
• Enter data from source documents into the computer following the displayed format, enter necessary codes, compile, sort, verify accuracy, respond to inquiries, and make corrections as needed.
• Retrieve patient records, test results, and/or charts from outside sources.
• Prepare paperwork and patient records related to the area of responsibility.
• Collect co‑pays and past‑due balances on patient accounts.
• Process payments and issue receipts.
• Handle insurance inquiries and verify insurance eligibility.
• Optimize provider schedules by efficiently scheduling and confirming appointments.
• Answer phones, take messages, and make appointments.
• Call and reschedule cancellations.
• Monitor voicemails and return calls.
• Answer patient inquiries, provide general information, and address concerns.
• Help patients complete medical forms and guide them on next steps.
• Ensure patient privacy and confidentiality, following HIPAA regulations.
• Invite every patient to join the patient portal, providing proper paperwork and education.
• Perform patient check‑out.
• Act as a liaison between patients and healthcare providers.
• Maintain and update patient records.
• Maintain office inventory and equipment, including ordering supplies.
• Maintain cleanliness and organization of the reception area.
• Create and mail patient letters (no‑show and 3‑call attempt).
• Provide assistance to patients and family members; refer questions to the appropriate department or individual.
• Serve as backup for Medical Records.
• Duplicate and distribute photocopies as needed.
• Assist in training other staff members on the appropriate use of equipment, office systems, and work procedures as requested.
• Assist other departments with administrative duties as requested.
• Prepare other written documentation as required by the profession and department; maintain, distribute, analyze, and project information for required records, reports, and statistics as directed.
• Update HealtheLink as requested.
• Enhance professional growth and development by participating in educational programs, reading current literature, and attending in‑service meetings and workshops.
• Perform other related duties as assigned or requested.

Requirements

• High School diploma or G.E.D. and the equivalent of one (1) year of full‑time clinical or administrative health care experience; or
• One (1) year of customer service experience in an office, preferably with patients.
• Successful completion of an accredited medical office assistant education program preferred.
• Experience working in Windows and with MS Office software.

Benefits

• Medical, dental, and vision coverage
• Employer funded Health Reimbursement Account (HRA)
• 401(k) with company match
• Generous vacation and sick time
• Company‑paid life insurance
• 11 paid Holidays

Schedule

Monday‑Friday schedule

Pay

$18.00 - $20.00/hour