Patient Service Representative I

MidLantic Urology•Raleigh, NC

About The Position

The Patient Service Representative I provides customer service and ensures an exemplary patient experience in person and by phone. The role coordinates clerical activities such as answering calls, greeting patients and visitors, and scheduling appointments. It guides 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 records and verifying insurance to support a seamless experience between clerical and clinical staff. The role also supports patient flow, maintains accurate and complete medical records, keeps the front desk and supplies organized, protects confidential health information, and follows applicable compliance 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 systems operations and experience navigating electronic medical records (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.
Ability to adhere to and 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.

Nice To Haves

Some college work.
Experience in a medical office; urology experience is preferred.
Basic knowledge and understanding of CPT procedure coding and ICD-10 diagnostic coding.

Responsibilities

Welcome and greet patients and visitors in person or by phone.
Keep the front desk area clean and organized.
Register new patients and update existing demographic records, 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 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 by securing protected health information and logging off unattended computers.
Ensure proper handoff of responsibilities when tasks are completed.
Meet attendance criteria and begin assigned or confirmed shifts promptly.
Respect and acknowledge the organization's commitment to cultural diversity through behavior, language, and actions.
Use time and resources consistently and appropriately.
Ensure medical records are accurate and complete.
Perform other position-related duties as assigned.