Patient Service Representative I

Solaris Health Holdings LLC•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 such as answering calls, greeting patients and visitors, and scheduling appointments. It moves patients through intake and checkout, including registration, medical-record handling, and collection of copayments, 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 maintains accurate and complete medical records, supports patient flow and office operations, protects confidential patient information, and adheres to applicable compliance and accreditation requirements, including OSHA, HIPAA, and CMS guidelines.

Requirements

High school diploma or equivalent required.
At least 1–3 years of customer service experience required.
Computer skills, including use of Microsoft Office programs and applications.
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 use online health insurance portals to verify benefits.

Nice To Haves

Some college work preferred.
Medical office experience 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, including 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 when patients arrive, 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 and begin work promptly for assigned or confirmed shifts.
Support 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 guidelines for Parts C and D General Compliance and Fraud, Waste & Abuse.
Comply with HR confidentiality standards.