Patient Service Representative II

Advanced Urology Institute•Safety Harbor, FL

About The Position

The Patient Service Representative II is a PRN, as-needed position responsible for supporting a high level of patient service and care through non-clinical office support. The role serves as a resource to patient services staff, offering guidance on more complex issues, and coordinates clerical activities such as answering phones, greeting patients and visitors, and scheduling appointments. The representative guides patients through intake and checkout, including registration, scanning and filing medical records, collecting payments, and, when applicable, processing referrals and charge entries. The role follows established procedures to support a seamless experience between clerical and clinical staff. The position also supports patient flow, record accuracy, billing, office supply management, and protection of patient confidentiality. It requires customer service experience, computer and EMR skills, familiarity with healthcare operations and insurance, and the ability to manage multiple tasks and deadlines. A high school diploma or equivalent is required; some college is preferred. Minimum of 2–3 years of customer service experience is required.

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 (EMRs).
Ability to answer multiple incoming telephone calls.
Excellent organizational skills, ability to multitask, and 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 General Compliance and Fraud, Waste & Abuse guidelines, as assigned.
Comply with HR confidentiality standards.
Meet the stated physical demands, including carrying, pushing/pulling, and lifting weights as described in the posting.

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 and provide guidance on more 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 co-payments, deductibles, outstanding balances, and other patient payments as applicable.
Obtain referrals and authorizations when required.
Scan incoming 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; may schedule surgery, diagnostic, and imaging services and ensure required authorizations are obtained.
Respond courteously to inquiries from patients, prospective patients, and visitors.
Maintain office supplies by anticipating inventory needs, placing orders, and monitoring office equipment.
Protect patient confidentiality and secure protected health information, including logging off unattended computers.
Ensure proper handoff of responsibilities after completing assigned tasks.
Meet attendance expectations and begin work promptly; be punctual and dependable for assigned and confirmed shifts.
Respect and demonstrate 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 procedures are documented and billed appropriately.
Perform other position-related duties as assigned.