Patient Service Representative II

Michigan Institute of Urology•Dearborn, MI

17h

About The Position

The Patient Service Representative II provides high-quality customer service and non-clinical support to patients and visitors, and serves as a resource to patient services staff on complex issues. The role coordinates clerical functions such as answering phones, greeting patients and visitors, and scheduling appointments. It guides patients through intake and checkout, including registration, medical-record handling, collection of payments and balances, and, as needed, referral processing and charge entry. The representative follows established procedures to support a smooth experience between clerical and clinical staff. The position also supports patient flow, maintains accurate and complete records, helps ensure timely billing, protects confidential patient information, and contributes to office operations and continuous improvement. It requires customer-service experience, comfort navigating healthcare systems and electronic medical records, and the ability to manage multiple tasks and deadlines. A high school diploma or equivalent is required; some college is preferred. The job posting lists full-time employment and no required travel.

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.
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 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 assigned compliance and accreditation efforts, including OSHA, HIPAA, and CMS Parts C and D General Compliance and Fraud, Waste & Abuse guidelines.
Comply with HR confidentiality standards.
Meet the stated physical-demand requirements for carrying, pushing/pulling, and lifting.

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 by offering 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 personal and financial information.
Collect co-payments, deductibles, and outstanding patient balances.
Obtain referrals and authorizations when required.
Scan incoming 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 and ensure 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 by avoiding leaving it in plain sight and logging off unattended computers.
Ensure proper handoff of responsibilities when tasks are completed.
Meet attendance expectations and begin work promptly for assigned or confirmed shifts.
Demonstrate respect for 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 appropriate procedures are documented and billed.
Perform other position-related duties as assigned.