Patient Service Representative I

Centers for Advanced Urology•Media, 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 activities, including answering phones, greeting patients and visitors, and scheduling appointments. It supports patients through intake and checkout, including registration, medical-record scanning and filing, and collection of 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 supports patient flow, appointment scheduling, records accuracy, office supply and equipment needs, and protection of confidential health information. It requires courteous communication, organization, and adherence to applicable compliance and accreditation requirements.

Requirements

High school diploma or equivalent required.
Minimum of 1–3 years of customer service experience required.
Computer skills, including use of Microsoft Office programs and applications.
Knowledge of healthcare system 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 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.

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 by phone.
Keep the front desk clean and organized.
Register new patients and update existing patient demographics, including personal and financial information and insurance details.
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 monitor office equipment, anticipating inventory needs and placing orders.
Protect patient confidentiality and secure protected health information, including keeping it out of plain sight and logging off unattended computers.
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 well.
Ensure medical records are accurate and complete.
Perform other position-related duties as assigned.
Adhere to and support assigned compliance and accreditation efforts, including OSHA, HIPAA, and CMS guidelines for Parts C and D on General Compliance and Fraud, Waste & Abuse.
Comply with HR confidentiality standards.