Patient Service Representative II

Solaris Health Holdings LLC•Clearwater, FL

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 tasks such as answering phones, greeting patients and visitors, and scheduling appointments professionally and promptly. They manage patient intake and checkout, including registration, scanning and filing medical records, collecting co-payments, deductibles, and outstanding balances. The role may also process referrals and charge entries and follows established procedures to support a smooth experience between clerical and clinical staff. This is a PRN, as-needed position.

Requirements

High school diploma or equivalent required.
Minimum of 2–3 years of customer service experience required.
Skill with computer programs and applications, including Microsoft Office.
Knowledge of healthcare system operations and experience navigating electronic medical records (EMRs).
Ability to answer multiple incoming telephone calls.
Excellent organizational and multitasking abilities, 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 Parts C and D guidelines for General Compliance and Fraud, Waste & Abuse.
Comply with HR confidentiality standards.

Nice To Haves

Some college coursework preferred.
Experience in a medical office, specifically urology, preferred.
Basic knowledge and understanding of CPT procedure coding and ICD-10 diagnostic coding preferred.

Responsibilities

Serve as a resource to patient services staff and provide guidance on complex issues or 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 co-payments 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, tracking delays, and communicating with patients and clinical staff.
Schedule follow-up services and office visits; schedule surgery, diagnostic, and imaging services as needed and ensure proper authorizations are obtained.
Respond courteously to inquiries from patients, prospective patients, and visitors.
Maintain medical office supplies by anticipating inventory needs, placing orders, and monitoring office equipment.
Protect patient confidentiality and secure protected health information, including keeping it out of plain sight and logging off unattended computers.
Ensure proper handoff of responsibilities when tasks are completed.
Meet attendance expectations 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.