Patient Service Representative I

Advanced Urology Institute•Ocala, FL

About The Position

The Patient Service Representative I provides customer service and supports an exemplary patient experience by phone and in person. The role coordinates clerical tasks, including answering phones, greeting patients and visitors, and scheduling appointments. It supports patients through intake and checkout by registering patients, maintaining medical records, collecting payments, and verifying insurance information. The representative follows established procedures to ensure a seamless experience between clerical and clinical staff.

Requirements

High school diploma or equivalent.
Minimum of 1–3 years of customer service experience.
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 skills, 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 understand established office routines and policies.
Ability to maintain financial records and perform mathematical tasks.
Knowledge of medical terminology.
Excellent verbal and written communication skills and 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.
Adherence to and support of assigned compliance and accreditation efforts, including OSHA, HIPAA, and CMS Parts C and D General Compliance and Fraud, Waste & Abuse guidelines.
Compliance with HR confidentiality standards.

Nice To Haves

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

Responsibilities

Welcome and greet patients and visitors in person and over the phone.
Keep the front desk area clean and organized.
Register new patients and update existing patient demographics, collecting personal and financial information such as co-payments and insurance cards.
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 by anticipating inventory needs, placing orders, and monitoring office 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 and begin work promptly; be punctual and dependable for assigned or confirmed shifts.
Respect and acknowledge the organization's commitment to cultural diversity through behavior, language, and actions.
Use time and resources effectively.
Ensure medical records are accurate and complete.
Perform other position-related duties as assigned.