Patient Service Representative II

Solaris Health Holdings LLC•Clarkston, MI

About The Position

The Patient Service Representative II provides non-clinical support and high-quality customer service to patients, visitors, and patient services staff. The role serves as a resource to staff on complex issues and coordinates clerical tasks such as answering phones, greeting patients, scheduling appointments, and guiding patients through intake and checkout. Duties include patient registration, maintaining and scanning medical records, collecting payments, obtaining referrals and authorizations, and potentially processing referrals and charge entries. The representative follows established procedures to support a seamless experience between clerical and clinical staff, protect patient confidentiality, and ensure accurate and complete records.

Requirements

High school diploma or equivalent required.
Minimum of 2–3 years of customer service experience required.
Skill with 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.
Strong organizational and multitasking abilities, including the ability to perform well under stress.
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 navigate online health insurance portals to verify benefits.
Adhere to and support 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 physical demands described in the posting, including carrying, pushing/pulling, and lifting specified weights at stated frequencies.

Nice To Haves

Some college coursework preferred.
Experience in a medical office preferred, specifically urology.
Basic knowledge and understanding of CPT procedure coding and ICD-10 diagnostic coding preferred.

Responsibilities

Provide guidance to patient services staff on complex issues and concerns.
Participate in problem solving and identify opportunities for improvement.
Welcome and greet patients and visitors in person and by phone.
Register new patients and update existing patient demographic, personal, and financial information.
Collect co-payments, 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.
Coordinate patient flow by notifying providers and medical staff of arrivals, monitoring delays, and communicating with patients and clinical staff.
Schedule follow-up services and office visits, and potentially surgery, diagnostic, and imaging services while ensuring required authorizations are obtained.
Respond courteously to inquiries from patients, prospective patients, and visitors.
Maintain medical office supplies and monitor office equipment.
Protect patient confidentiality and secure protected health information, including logging off computers before leaving them unattended.
Ensure proper handoff of responsibilities when tasks are completed.
Meet attendance and punctuality expectations for assigned shifts.
Respect and acknowledge the organization's commitment to cultural diversity through behavior, language, and actions.
Use time and resources effectively.
Ensure medical records are accurate and complete.
Support billing by completing charge entries within 48 hours and ensuring procedures are documented and billed.
Perform other position-related duties as assigned.