Patient Service Representative II

Michigan Institute of Urology•Utica, MI

5d•Onsite

About The Position

Michigan Institute of Urology is seeking a Patient Service Representative II for their Utica office. The role involves managing phone lines, greeting patients, handling insurance, and keeping the office organized. The position is full-time, Monday through Friday, 8:00 AM – 5:00 PM, with comprehensive health benefits, PTO, paid holidays, and a 401(k) plan.

Requirements

A solid background in a medical office and proficiency with EMR systems.
The ability to manage a multi-line phone system and stay calm when the lobby gets busy.
You know the difference between an HMO and a PPO and can navigate insurance portals with confidence.
You are the person the team counts on to be present and prepared for every shift.
Skill in using computer programs and applications including Microsoft Office.
Knowledge in healthcare systems operations and experience in navigating EMRs.
Ability to answer multiple incoming telephone calls.
Demonstrate excellent organizational skills, multi-tasked abilities, and the ability to perform well in stressful situations.
Customer-oriented with 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 keep 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 (HMO, PPO, HSA, Commercial, Medicare etc.).
Ability to navigate online health insurance portals to verify benefits.
Regularly adheres and supports compliance and accreditation efforts as assigned including, but not limited to OSHA, HIPAA & CMS guidelines for Parts C & D on General Compliance and Fraud, Waste & Abuse.
Complies with HR confidentiality standards.
High School Diploma or equivalent required. Some college work preferred.
Minimum of 2-3 years’ customer service experience required.
Experience in a medical office; specifically, urology, preferred.
Basic knowledge and understanding of CPT procedure coding and ICD-10 diagnostic coding preferred.

Responsibilities

Serving as the go-to resource for the team.
Ensuring every patient feels seen and heard.
Registering patients and verifying insurance.
Handling co-pays, deductibles, and referrals.
Ensuring patient confidentiality.
Acts as a resource to patient services staff, providing guidance on more complex issues/concerns.
Actively participates in problem solving and identifying improvement opportunities.
Welcomes and greets all patients and visitors, in person or over the phone.
Registers new patients and updates existing patient demographics by collecting detailed patient information including personal and financial information (ex. co-payments and insurance cards.)
Collects outstanding patient balances.
Obtains referrals and authorizations when required.
Scans incoming faxes, consents, reports, and all other patient information into patient chart.
Generates batch transmittal reports for each day.
Facilitates the patient flow by notifying the provider or other medical staff of the patients’ arrival, being aware of delays, and communicating with patients and clinical staff.
Schedules follow up services and office visits for patients. May also schedule surgery, diagnostic and imaging as needed ensuring proper authorizations are obtained.
Responds to inquiries by patients, prospective patients, and visitors in a courteous manner.
Keeps medical office supplies adequately stocked by anticipating inventory needs, placing orders, and monitoring office equipment.
Protects patient confidentiality, making sure protected health information (PHI) is secured by not leaving PHI in plain sight and logging off the computer before leaving it unattended.
Ensures proper hand off of responsibilities once their task is completed.
Meets established attendance criteria and starts work promptly.
Punctual and dependent for assigned/confirmed shifts.
Respects and acknowledges the organizations commitment to cultural diversity, which is expressed through behavior, language and actions.
Consistently demonstrates good use of time and resources.
Ensuring that all medical records are accurate and complete.
Supports billing by completing charge entry to ensure billing is achieved within 48 hours and all appropriate procedures are documented and billed for.
Performs other position related duties as assigned.