Patient Service Representative I

Centers for Advanced Urology•Rosemont, PA

10d

About The Position

The Patient Service Representative I provides exemplary customer service and supports the patient experience by phone and in person. The role coordinates clerical tasks including answering phones, greeting patients and visitors, and scheduling appointments. 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, maintains accurate and complete medical records, protects patient confidentiality, and helps keep the front desk and office supplies organized. The representative follows applicable compliance and accreditation requirements and performs other position-related duties as 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.
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 use online health insurance portals to verify benefits.

Nice To Haves

Some college work 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 by phone.
Keep the front desk area 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 batch transmittal reports for each day.
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 by anticipating inventory needs, placing orders, and monitoring office equipment.
Protect patient confidentiality and secure protected health information, including avoiding exposure of PHI and logging off unattended computers.
Ensure proper handoff of responsibilities when tasks are completed.
Meet attendance criteria and begin 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 and appropriately.
Ensure medical records are accurate and complete.
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.
Perform other position-related duties as assigned.