Patient Services Representative - Urology

Responsibilities

• Greets patients warmly and professionally during check-in, check-out, and appointment scheduling.
• Conducts regular lobby checks to maintain cleanliness and ensure patient comfort.
• Serves as a key coordinator for provider schedules, optimizing appointment availability and resource capacity to improve patient access, reduce wait times, and support timely follow-ups.
• Utilizes EPIC and other systems to accurately update patient demographics, verify insurance details, generate necessary forms, respond to emails, and ensure emergency contact information is properly documented.
• Collections copayments and service fees, issues receipts, and reconciles daily financial transactions with accuracy and attention to detail.
• Answers a multi-line phone system, takes detailed messages, routes inquiries, and makes outbound calls to schedule and confirm patient appointments.
• Clears communicates information about Duly clinical personnel to patients and other individuals.
• Affords to assist with scheduling follow-up and in-house Specialist referral appointments, ensuring patients are connected to appropriate services and specialists.
• Participates actively in daily and weekly team huddles to share patient updates, workflow improvements, and operational insights.
• Reviews performance dashboards daily to monitor key metrics in Scheduling & Access, Workflow, Patient Contact, and Satisfaction; identifies gaps to target and proactively escalates issues, suggests improvements, or adjusts workflows to drive results.
• Maintains strict patient confidentiality and adheres to HIPAA standards in all interactions and documentation.
• Maintains patient wait times and communicates delays with empathy and professionalism to enhance the patient experience.

Qualifications

• High School diploma or equivalent required.
• Minimum 1 year of experience in a medical office or clinical setting preferred.
• Prior experience in a receptionist or front desk role strongly preferred.
• Exceptional customer service skills and passion for serving others.
• Outstanding verbal and written communication skills.
• Proficiency in EPIC or similar EMR systems.
• Knowledge of medical office procedures and insurance verification.
• Skilled in operating phones, personal computers, software and other basic IT systems.
• Proficient in Microsoft Office Suite products including Excel, Word and Outlook.
• Detail-oriented with excellent organizational and time management skills.
• Ability to handle sensitive information with discretion.
• Positive, professional, collaborative, and adaptable attitude.