Patient Service Representative I

Advanced Urology Institute•Lecanto, FL

About The Position

The Patient Service Representative I provides customer service and helps ensure 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 supports patients through intake and checkout, including registration, medical-record scanning and filing, and collecting co-payments, deductibles, and outstanding balances. The representative follows procedures for patient-file identification and insurance verification to support a seamless experience between clerical and clinical staff. The position also helps maintain patient flow, accurate and complete medical records, a clean and organized front desk, and secure handling of protected health information. It requires courteous communication, organization, attention to established office routines and policies, and adherence to relevant compliance and confidentiality standards.

Requirements

High school diploma or equivalent required.
At least 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 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.
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 coursework 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 over the phone.
Keep the front desk area clean and organized.
Register new patients and update existing patient demographics, collecting personal and financial information, including co-payments 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 protected health information, including logging off computers when unattended.
Ensure proper handoff of responsibilities when tasks are completed.
Meet attendance criteria and begin work promptly; reliably attend 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.
Perform other position-related duties as assigned.