Patient Service Representative I

Integrated Medical Professionals•Lake Success, NY

About The Position

The Patient Service Representative I provides customer service and ensures an exemplary patient experience by phone and in person. The role coordinates clerical tasks, including answering phones, 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 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 supports patient flow, record accuracy, confidentiality, office supply management, and compliance with applicable guidelines. The representative is expected to be punctual, dependable, courteous, organized, and able to manage multiple tasks and deadlines in a busy medical office.

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 comprehend 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, such as HMO, PPO, HSA, commercial insurance, and Medicare.
Ability to navigate online health insurance portals to verify benefits.

Nice To Haves

Some college work preferred.
Medical office experience, particularly in 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 patient demographics, including personal and financial information.
Collect copayments and 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 other 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 avoiding leaving it in plain sight and logging off unattended computers.
Ensure proper handoff of responsibilities when tasks are complete.
Meet attendance expectations 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 well.
Ensure medical records are accurate and complete.
Support compliance and accreditation efforts, including applicable OSHA, HIPAA, and CMS guidelines for Parts C and D General Compliance and Fraud, Waste & Abuse.
Comply with HR confidentiality standards.
Perform other position-related duties as assigned.