Patient Service Representative I

Centers for Advanced Urology•Huntingdon Valley, PA

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 clerical activities, including answering calls, greeting patients and visitors, and scheduling appointments. It guides patients through intake and checkout, including registration, medical-record scanning and filing, and collection of co-payments, deductibles, and outstanding balances. The representative follows procedures for identifying patient files and verifying insurance information to support a seamless experience between clerical and clinical staff. The position also supports patient flow, maintains accurate and complete medical records, protects patient confidentiality, and helps keep the office organized and supplied. The representative is expected to meet attendance and punctuality requirements, communicate professionally, and comply with applicable privacy, safety, and accreditation requirements.

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 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.
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 and insurance cards.
Collect outstanding patient balances.
Obtain referrals and authorizations when required.
Scan 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 office supplies and equipment by anticipating inventory needs, placing orders, and monitoring equipment.
Protect patient confidentiality and secure protected health information, including logging off unattended computers.
Ensure appropriate handoff of responsibilities when tasks are completed.
Meet attendance criteria and report promptly for assigned or confirmed shifts.
Demonstrate respect for 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.
Adhere to and support 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.