Patient Service Rep-Radiology

Palomar Health•Escondido, CA

1d•$23 - $33

About The Position

The Patient Service Representative is the face of Palomar Health Medical Group and supports patient reception, registration, scheduling, billing, and overall patient flow. The role greets and checks in patients, answers high volumes of internal and incoming calls from referring providers, documents accurate patient information, schedules walk-in appointments, verifies insurance information, explains billing procedures, collects patient payments, prepares and files forms, and processes medical records. The representative helps patients complete required forms and obtain necessary signatures; verifies insurance, personal, and health information; and scans insurance cards and identification into patient files. Additional duties include outbound calls regarding missed appointments and follow-up messages, outreach, Medicare wellness visit scheduling, TransactRx authorizations, and referrals. The representative monitors daily schedules and the lobby, coordinates with Back Office staff to support patient flow, maintains the lobby, manages and routes patient portal messages, and serves as receptionist for outside vendors and contractors. The role also protects patient health information in accordance with HIPAA, balances daily monies and receipts, verifies batch summaries, creates deposits, and recommends process improvements focused on patient flow, satisfaction, and quality. The representative follows Palomar Health Medical Group policies, procedures, applicable laws, and standards, and supports its mission, vision, and quality commitment. Other duties may be assigned.

Requirements

High school diploma or equivalent.
At least 1 year of experience in a customer service position.
Ability to speak and read English sufficiently to perform the essential functions of the position.
Knowledge of standard office equipment, such as calculators, fax machines, and photocopiers.
Personal computer and software skills, including MS Windows, Excel, Access, Word, PowerPoint, internet, and email.
Windows computer skills, including keyboarding and use of a mouse or keys, drop-down menus, scroll bars, folders, and copying operations; these skills are required upon employment or within the first two weeks.
Ability to protect patient personal health information in accordance with HIPAA requirements.

Nice To Haves

2–3 years of experience, preferably in a medical practice setting.
Working knowledge of contracted insurances, patient benefits, and third-party requirements.
Medical Administrative Certification.

Responsibilities

Greet and check in patients, guide them through self-service kiosks, and provide courteous service to patients, families, staff, and providers.
Answer high volumes of internal and incoming calls from referring providers and resolve call inquiries promptly.
Schedule walk-in appointments and conduct outbound calls related to missed appointments, follow-up messages, outreach, Medicare wellness visits, authorizations, and referrals.
Ensure patients complete required forms and obtain necessary signatures; accurately enter registration information and verify insurance, personal, and health information.
Scan insurance cards and identification into patient files.
Explain billing procedures and payment policies, collect co-payments, co-insurance, deductibles, and prior balances, and explain patient financial responsibility.
Prepare and file patient forms, process medical records, and protect patient health information in accordance with HIPAA requirements.
Monitor daily scheduling and the lobby, follow up with Back Office staff as needed, and support smooth patient flow.
Maintain a positive and professional lobby environment.
Balance daily monies and receipts, verify batch summaries, and create deposits.
Monitor, manage, and route patient portal messages.
Serve as the department receptionist for outside vendors and contractors.
Recommend process and procedure improvements focused on patient flow, patient satisfaction, and quality.
Follow organizational rules, policies, procedures, applicable laws, and standards, and carry out the organization's mission, vision, and quality commitment.
Perform other duties as assigned.