Patient Service Representative I

Centers for Advanced Urology•West Chester, PA

24d

About The Position

The Patient Service Representative I provides exemplary customer service and supports a positive patient experience by phone and in person. The role coordinates front-office clerical tasks, including answering calls, greeting patients and visitors, scheduling appointments, and guiding patients through intake and checkout. Duties include registering patients, maintaining accurate medical records, scanning and filing documentation, collecting payments, and verifying insurance information. The representative follows established procedures and coordinates with clinical staff to support a smooth patient experience.

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 system operations and experience navigating electronic medical records (EMRs).
Ability to answer multiple incoming telephone calls.
Excellent organizational and multitasking abilities, including performing 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, such as HMO, PPO, HSA, commercial, and Medicare plans.
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, including personal and financial information and insurance details.
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 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 logging off computers when unattended.
Ensure proper handoff of responsibilities when tasks are completed.
Meet attendance requirements and begin work promptly; be punctual and dependable for assigned or confirmed shifts.
Respect and demonstrate the organization’s commitment to cultural diversity through behavior, language, and actions.
Use time and resources consistently and effectively.
Ensure medical records are accurate and complete.
Support compliance and accreditation efforts, including applicable OSHA, HIPAA, and CMS Parts C and D General Compliance and Fraud, Waste & Abuse guidelines.
Comply with HR confidentiality standards.
Perform other position-related duties as assigned.