Patient Service Representative II

MidLantic Urology•Marple Township, PA

About The Position

The Patient Service Representative II provides non-clinical support and customer service to patients and visitors, and serves as a resource to patient services staff by offering guidance on more complex issues. The role coordinates clerical work, including answering phones, greeting visitors, scheduling appointments, and guiding patients through intake and checkout. Duties include registering patients, maintaining accurate records, scanning and filing medical information, collecting payments, obtaining referrals and authorizations, and supporting billing through charge entry. The representative follows established procedures and protects patient confidentiality to support a seamless experience between clerical and clinical staff.

Requirements

High school diploma or equivalent required.
At least 2–3 years of customer service experience required.
Proficiency with computer programs and applications, including Microsoft Office.
Knowledge of healthcare system operations and experience navigating electronic medical records (EMRs).
Ability to handle 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 and proficient interpersonal skills.
Basic knowledge of health insurance products, including HMO, PPO, HSA, commercial insurance, and Medicare.
Ability to use online health insurance portals to verify benefits.
Adheres to and supports assigned compliance and accreditation efforts, including OSHA, HIPAA, and CMS Parts C and D General Compliance and Fraud, Waste & Abuse guidelines.
Complies with HR confidentiality standards.

Nice To Haves

Some college coursework preferred.
Medical office experience preferred, particularly in urology.
Basic knowledge and understanding of CPT procedure coding and ICD-10 diagnostic coding preferred.

Responsibilities

Acts as a resource to patient services staff and provides guidance on complex issues or concerns.
Participates in problem solving and identifies opportunities for improvement.
Welcomes and greets patients and visitors in person and by phone; responds to inquiries courteously.
Registers new patients and updates existing patient demographic, personal, and financial information.
Collects copayments, deductibles, and outstanding patient balances.
Obtains referrals and authorizations when required.
Scans incoming faxes, consents, reports, and other patient information into patient charts.
Generates daily batch transmittal reports.
Coordinates patient flow by notifying providers or medical staff of arrivals, monitoring delays, and communicating with patients and staff.
Schedules follow-up services and office visits and may schedule surgery, diagnostic services, and imaging, ensuring authorizations are obtained as needed.
Maintains medical office supplies and monitors office equipment, including anticipating inventory needs and placing orders.
Protects patient confidentiality and secures protected health information, including by logging off unattended computers.
Ensures proper handoff of responsibilities when tasks are completed.
Meets attendance requirements and begins assigned shifts promptly and reliably.
Demonstrates respect for the organization's commitment to cultural diversity through behavior, language, and actions.
Uses time and resources consistently and effectively.
Ensures medical records are accurate and complete.
Completes charge entry to support billing within 48 hours and ensures appropriate procedures are documented and billed.
Performs other position-related duties as assigned.