Patient Service Representative
Medical Health Associates of Western New York PLLC · Amherst, NY, US
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About the Role
The Patient Service Representative (PSR) will provide high-quality care to pediatric, adolescent, and young adult patients in an office setting, offering excellent customer service and administrative support for the efficient operation of the medical office. Employees make a positive IMPACT by demonstrating the Company’s Core Values: Integrity, Making a Difference, Positivity, Adaptability, Compassion, and Teamwork.
Responsibilities
- Greet patients and visitors, check-in patients and direct to appropriate waiting areas.
- Ensure all forms, consents, and screenings are completed by patients and/or parents.
- Answer/direct incoming phone calls and retrieve/direct messages from voicemail lines.
- Schedule and confirm appointments; perform follow-up on missed appointments.
- Compile information and maintain patient records in Electronic Medical Record system.
- Receive and route messages and documents to appropriate staff.
- Answer billing questions.
- Confirm insurance eligibility through online verification tools.
- Collect co-pays and balances, post charges and run reports for end-of-day balance sheet.
- Complete record requests for transfer; transmit medical records.
- Facilitate patient flow and communicate delays with patients and providers.
- Check-out patients, schedule future appointments, and assist with referral process.
- Demonstrate customer satisfaction through positive interactions with patients, parents, providers, colleagues, and other team members.
- Participate in quality assurance/quality improvement programs.
- Attend and participate in required in-service and mandatory meetings.
- Support change and new programs to improve patient care and staff morale.
- Protect the privacy and security of confidential and sensitive patient information.
- Assist with training and serve as a resource for other staff.
- Perform any other tasks as assigned by the manager, or as directed by a provider.
Requirements
- Must be able to lift 25 lbs.
- Must be able to walk, stand and sit for extended periods.
- Includes bending, squatting, reaching, and carrying.
- Must be able to lift, pull, and bend or assist to physically restrain a combative patient.
- Required to talk and hear through direct patient contact and telephone conversation.
- Requires close vision work with computer and keyboard entry.
- Tasks may involve exposure risk to blood and body fluids.
- Must observe guidelines to guard against disease, accidental needle sticks and exposure to instrument sterilizing chemicals.
- Will be employed under MHA’s general employment policies.
- Will be held accountable for patient confidentiality.
- Will always maintain a respectful attitude towards patients and employees.
Skills
- Enjoy working with infants, children, teens, and young adults.
- Customer service skills
- Interpersonal skills
- Team player mentality
- Empathy
- Compassion
- Patience
- Sensitivity
- Understanding
- Strong communication skills
- Organizational skills
- Time management skills
- Attention to detail
- Ability to work well under pressure and remain calm
- Flexibility
- Adaptability
- Critical thinking
- Creative problem-solving skills
- Good judgment
- Decision-making skills
- Initiative
- Motivation
- Willingness to learn
- Maintain patient confidentiality
- Uphold professional ethics
- Basic computer literacy
- Proficiency with medical record technology
Location
- Tonawanda
Work Type
- On-site
Experience Level
- One year of experience in customer service, clerical, or reception preferred.
Education Level
- High school diploma or equivalent.
About the Company
- The Medical Health Associates of WNY (MHA) is the largest pediatric group practice in Western New York.