Patient Service Representative II

Michigan Institute of Urology•Utica, MI

21d

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 acts as a resource to patient services staff, offering guidance on more complex issues and concerns. The representative coordinates clerical tasks such as answering phones, greeting patients and visitors, and scheduling appointments professionally and promptly. They support patients through intake and checkout, including registration, scanning and filing medical records, and collecting co-payments, deductibles, and outstanding balances. The role may also process referrals and charge entries and follows established procedures to support a seamless experience between clerical and clinical staff. The position requires strong customer service, organization, communication, and multitasking skills, along with familiarity with healthcare operations, electronic medical records, medical terminology, and health insurance. The representative protects patient confidentiality, supports compliance and accreditation activities, and maintains accurate and complete medical records.

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.
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 established attendance criteria and start work promptly for assigned or confirmed shifts.

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, including personal and financial information.
Collect patient co-payments and outstanding 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; as needed, schedule surgery, diagnostic services, and imaging while ensuring 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 logging off unattended computers.
Ensure proper handoff of responsibilities when tasks are completed.
Meet attendance criteria and report promptly for assigned shifts.
Use time and resources effectively and respect the organization’s commitment to cultural diversity through behavior, language, and actions.
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.