Patient Service Representative II

Centers for Advanced Urology•Broomall, PA

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 more complex issues and concerns. The representative coordinates clerical activities such as answering phones, greeting patients and visitors, and scheduling appointments. They guide patients through intake and checkout, including registration, medical-record handling, and collection of co-payments, deductibles, and outstanding balances. The role may also process referrals and charge entries and helps ensure procedures are followed to support a seamless experience between clerical and clinical staff. The position requires customer-service, organizational, communication, and computer skills; familiarity with healthcare operations, electronic medical records, medical terminology, and health insurance; and the ability to manage multiple tasks and deadlines. A high school diploma or equivalent and at least 2–3 years of customer service experience are required. Some college work is preferred, as is experience in a medical office, particularly urology.

Requirements

High school diploma or equivalent required.
Minimum of 2–3 years of customer service experience required.
Skill using computer programs and applications, including Microsoft Office.
Knowledge of healthcare systems operations and experience navigating electronic medical records.
Ability to answer multiple incoming telephone calls.
Excellent organizational and multitasking skills, 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 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.
Adherence to and support of compliance and accreditation efforts, including OSHA, HIPAA, and CMS Parts C and D General Compliance and Fraud, Waste & Abuse guidelines.
Compliance with HR confidentiality standards.

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

Act as a resource to patient services staff by providing guidance 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 demographics, collecting personal and financial information.
Collect 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 or medical staff of arrivals, monitoring delays, and communicating with patients and clinical staff.
Schedule follow-up services and office visits; as needed, schedule surgery, diagnostic services, and imaging and ensure authorizations are obtained.
Respond courteously to inquiries from patients, prospective patients, and visitors.
Maintain medical office supplies and equipment by anticipating inventory needs, placing orders, and monitoring equipment.
Protect patient confidentiality and secure protected health information, including by 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; be punctual and dependable for assigned or confirmed 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 entry within 48 hours and ensuring appropriate procedures are documented and billed.
Perform other position-related duties as assigned.