Patient Service Representative I

MidLantic Urology•West Chester, PA

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, and scheduling appointments professionally and promptly. It guides patients through intake and checkout, including registration, scanning and filing medical records, and collecting co-payments, deductibles, and outstanding balances. The representative follows procedures for identifying patient files and verifying insurance information to support a smooth experience between clerical and clinical staff. The role also supports patient flow, maintains accurate and complete medical records, protects patient and employee confidentiality, keeps the front desk and supplies organized, and follows applicable compliance and accreditation requirements. Other related duties may be assigned.

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 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.
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 over the phone.
Keep the front desk area clean and organized.
Register new patients and update existing patient demographics, collecting personal and financial information such as 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 patient 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 by anticipating inventory needs, placing orders, and monitoring office 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 start work promptly 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 well.
Ensure medical records are accurate and complete.
Support compliance and accreditation efforts, including applicable OSHA, HIPAA, and CMS requirements for Parts C and D General Compliance and Fraud, Waste & Abuse.
Comply with HR confidentiality standards.
Perform other position-related duties as assigned.