Patient Service Representative II

Michigan Institute of Urology•West Bloomfield, MI

11h

About The Position

The Patient Service Representative II ensures patients receive a high level of customer service and care. This role provides non-clinical support and serves as a resource to patient services staff, offering guidance on complex issues and concerns. The representative coordinates clerical tasks such as answering phones, greeting patients and visitors, and scheduling appointments professionally and promptly. The role guides patients through intake and checkout, including registration, updating records, scanning and filing medical information, and collecting copayments, deductibles, and outstanding balances. It may also involve processing referrals and charge entries. The representative follows established procedures to support a smooth experience between clerical and clinical staff, maintain accurate medical records, protect patient confidentiality, and support timely billing.

Requirements

High school diploma or equivalent required.
Minimum of 2–3 years of customer service experience required.
Skill in 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 performing 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 plans, 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 guidelines for Parts C and D on General Compliance and Fraud, Waste & Abuse.
Comply with HR confidentiality standards.
Meet the stated physical demands, including carrying, pushing/pulling, and lifting items of the listed weights and frequencies.

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

Serve as a resource to patient services staff and provide guidance on complex issues and concerns.
Participate in problem solving and identify opportunities for improvement.
Welcome and greet patients and visitors in person and over the phone.
Register new patients and update existing patient demographics, including collecting personal and financial information.
Collect copayments, deductibles, and outstanding patient balances.
Obtain referrals and authorizations when required.
Scan 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, and potentially schedule surgery, diagnostic, and imaging services while ensuring required authorizations are obtained.
Respond courteously to inquiries from patients, prospective patients, and visitors.
Maintain 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 completed.
Meet attendance and punctuality expectations for assigned or confirmed shifts.
Demonstrate respect for 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.
Complete charge entry and document appropriate procedures to support billing within 48 hours.
Perform other position-related duties as assigned.