Patient Service Representative I

Advanced Urology Institute•Leesburg, FL

About The Position

The Patient Service Representative I provides exemplary customer service to patients and visitors in person and by phone. The role coordinates front-desk clerical tasks, including answering calls, greeting visitors, scheduling appointments, and guiding patients through intake and checkout. Responsibilities include patient registration, maintaining accurate records, scanning and filing medical information, collecting payments, and verifying insurance information. The representative follows established procedures to support a seamless experience between clerical and clinical staff while protecting patient confidentiality.

Requirements

High school diploma or equivalent required.
Minimum of 1–3 years of customer service experience required.
Skill using computer programs and applications, including Microsoft Office.
Knowledge of healthcare systems operations and experience navigating electronic medical records (EMRs).
Ability to answer multiple incoming telephone calls.
Excellent organizational and multitasking abilities, including the ability to perform well in stressful situations.
Customer-oriented approach and 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 maintain 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, including HMO, PPO, HSA, commercial insurance, and Medicare.
Ability to navigate online health insurance portals to verify benefits.

Nice To Haves

Some college work preferred.
Experience in a medical office preferred, specifically in urology.
Basic knowledge and understanding of CPT procedure coding and ICD-10 diagnostic coding preferred.

Responsibilities

Welcome and greet patients and visitors in person and by phone.
Keep the front desk clean and organized.
Register new patients and update existing patient demographics, collecting personal and financial information such as insurance cards and co-payments.
Collect outstanding patient balances.
Obtain referrals and authorizations when required.
Scan incoming faxes, consents, reports, and other patient information into patient charts.
Generate daily batch transmittal reports.
Facilitate patient flow by notifying providers or medical staff of patient arrivals, monitoring delays, and communicating with patients and clinical staff.
Schedule follow-up services and office visits.
Respond courteously to inquiries from patients, prospective patients, and visitors.
Maintain medical office supplies and equipment by anticipating inventory needs, placing orders, and monitoring equipment.
Protect patient confidentiality and secure protected health information, including keeping it out of plain sight and logging off unattended computers.
Ensure proper handoff of responsibilities when tasks are completed.
Meet attendance criteria, arrive promptly, and reliably attend assigned or confirmed shifts.
Respect and support the organization’s commitment to cultural diversity through behavior, language, and actions.
Use time and resources consistently well.
Ensure medical records are accurate and complete.
Perform other position-related duties as assigned.
Adhere to and support compliance and accreditation efforts, including OSHA, HIPAA, and CMS guidelines for Parts C and D General Compliance and Fraud, Waste & Abuse.
Comply with HR confidentiality standards.