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About the Role

The Patient Service Representative I is responsible for providing customer service and ensuring an exemplary patient experience, coordinating clerical tasks such as answering phones, greeting patients, and scheduling appointments. This role involves managing patient intake and checkout processes, including registration, medical record management, and payment collection, while ensuring adherence to procedures for a seamless patient experience.

Responsibilities

Welcomes and greets all patients and visitors, in person or over the phone.
Maintains a clean and organized front desk area.
Registers new patients and updates existing patient demographics, collecting personal and financial information.
Collects outstanding patient balances.
Obtains referrals and authorizations when required.
Scans incoming faxes, consents, reports, and other patient information into patient charts.
Generates batch transmittal reports daily.
Facilitates patient flow by notifying staff of arrivals, managing delays, and communicating with patients and clinical staff.
Schedules follow-up services and office visits for patients.
Responds to patient, prospective patient, and visitor inquiries courteously.
Maintains adequate medical office supplies by anticipating needs, placing orders, and monitoring equipment.
Protects patient confidentiality by securing protected health information (PHI) and logging off computers when unattended.
Ensures proper hand-off of responsibilities upon task completion.
Meets established attendance criteria and starts work promptly.
Respects and acknowledges the organization's commitment to cultural diversity.
Consistently demonstrates good use of time and resources.
Ensures all medical records are accurate and complete.
Performs other position-related duties as assigned.

Requirements

Minimum of 1-3 years of customer service experience required.
Experience in a medical office, specifically urology, is preferred.
Basic knowledge and understanding of CPT procedure coding and ICD-10 diagnostic coding is preferred.
Ability to perform tasks involving carrying, pushing, pulling, and lifting weights up to 100+ lbs.
Ability to lift weights from floor to chest and floor to waist.

Skills

Skill in using computer programs and applications including Microsoft Office.
Knowledge in healthcare systems operations.
Experience in navigating EMRs.
Ability to answer multiple incoming telephone calls.
Excellent organizational skills.
Multi-tasking abilities.
Ability to perform well in stressful situations.
Customer-oriented with 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 and support of compliance and accreditation efforts (OSHA, HIPAA & CMS guidelines).
Compliance with HR confidentiality standards.

Experience Level

1-3 years

Education Level

High School Diploma or equivalent required
Some college work preferred