Patient Service Representative II

Solaris Health Holdings LLC•St. Clair Shores, MI

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. The role guides patients through intake and checkout, including registration, scanning and filing medical records, collecting co-payments, deductibles, and outstanding balances, and potentially processing referrals and charge entries. The representative follows established procedures to support a seamless experience between clerical and clinical staff, maintain complete and accurate medical records, and protect patient confidentiality.

Requirements

High school diploma or equivalent.
At least 2–3 years of customer service experience.
Computer skills, including use of Microsoft Office.
Knowledge of healthcare systems operations and experience navigating electronic medical records (EMRs).
Ability to answer multiple incoming telephone calls.
Strong 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 and 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.
Adherence to and support for compliance and accreditation efforts, including OSHA, HIPAA, and CMS guidelines for Parts C and D on General Compliance and Fraud, Waste & Abuse.
Compliance with HR confidentiality standards.

Nice To Haves

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

Responsibilities

Act as a resource to patient services staff and provide 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 patient demographics, including collecting 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; schedule surgery, diagnostic, and imaging services as needed and ensure required authorizations are obtained.
Respond courteously to inquiries from patients, prospective patients, and visitors.
Maintain adequate medical 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 when tasks are completed.
Meet attendance expectations and begin work promptly for assigned 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 entries within 48 hours and ensuring procedures are documented and billed appropriately.
Perform other position-related duties as assigned.