Patient Service Representative I

Solaris Health Holdings LLC•Daytona Beach, FL

16d

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 calls, greeting patients and visitors, and scheduling appointments professionally and promptly. The representative supports patients through intake and checkout by registering patients, scanning and filing medical records, and collecting copayments, deductibles, and outstanding balances. The role follows established procedures for identifying patient files and verifying insurance information to support a smooth experience between clerical and clinical staff. The position also supports patient flow, maintains an organized front desk and adequate office supplies, safeguards protected health information, and ensures accurate and complete medical records. The representative follows applicable office routines, compliance requirements, and confidentiality standards, and performs other related duties as assigned.

Requirements

High school diploma or equivalent required.
At least 1 year of customer service experience required; the stated required range is 1–3 years.
Skill using computer programs and applications, including Microsoft Office.
Knowledge of healthcare systems operations and experience navigating EMRs.
Ability to answer multiple incoming telephone calls.
Excellent organizational skills, ability to multitask, and 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.
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, including collecting personal and financial information, copayments, 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 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 PHI, including avoiding leaving it in plain sight and logging off unattended computers.
Ensure proper handoff of responsibilities when tasks are completed.
Meet attendance criteria and begin work promptly for assigned or confirmed shifts.
Respect and acknowledge 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 assigned compliance and accreditation efforts, including 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.