Patient Service Representative I

Associated Urologists of North Carolina•Raleigh, NC

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, scheduling appointments, and guiding patients through registration, intake, and checkout. It includes scanning and filing medical records, collecting co-payments, deductibles, and outstanding balances, and following procedures for identifying patient files and verifying insurance information to support a seamless experience between clerical and clinical staff. The representative maintains accurate and complete records, protects patient confidentiality, supports patient flow, and helps keep the front desk and medical office supplied and organized. The position also requires reliable attendance, professional communication, and adherence to applicable compliance, accreditation, and confidentiality standards.

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 coursework preferred.
Experience in a medical office, specifically urology, preferred.
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 demographic records, including collecting personal and financial information.
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 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 adequate medical office supplies by anticipating inventory needs, placing orders, and monitoring office equipment.
Protect patient confidentiality and secure protected health information, including 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 consistently and effectively.
Ensure medical records are accurate and complete.
Support compliance and accreditation efforts as assigned, 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.