Patient Service Representative - Internal / Family Medicine

Summit Health•Westfield, NJ

19d•$18 - $22

About The Position

The Patient Service Representative supports internal and family medicine operations by welcoming and directing visitors, patients, and families; maintaining an efficient registration and patient-flow process; and delivering professional customer service. The role handles calls and messages, informs patients about schedule delays, and helps maintain patient comfort while they wait. The representative manages front-office and financial processes, including posting self-pay charges, collecting and reconciling payments, issuing receipts, reconciling billing slips with daily schedules, opening and closing batches, preparing deposits, and documenting corrections. The role also updates patient accounts and records, verifies insurance, and processes demographic, insurance, HIPAA, and financial-waiver information. Additional duties include scheduling and confirming appointments, entering orders for diagnostic tests and procedures, coordinating pre-authorizations with Patient Care Resources and clinical staff, and completing referrals. The representative performs clerical work, follows downtime procedures, communicates issues to the Office Supervisor or Manager, and may cover for other staff or work at other office locations. Travel to satellite offices may be required.

Requirements

High school diploma or GED required.
Ability to communicate in English orally and in writing.
Excellent customer service skills.
Ability to organize and perform multiple tasks in a timely manner.
Basic proficiency in computer use required.
Ability to commute to satellite offices as needed.
Meet the role’s physical requirements, including pushing and pulling, lifting, mobility, hand and finger dexterity, balance, and endurance.
Work in an environment that may include exposure to chemicals, chemotherapy, fumes, loud noises, vibration, extreme temperatures, confined spaces, allergens, magnetic fields, radiation, sharps, latex, combative patients or visitors, and blood-borne pathogens or other infectious hazards.

Nice To Haves

Associate degree preferred.
Previous Patient Service Representative experience preferred.
Knowledge of medical office practices and terminology preferred.
Previous experience with standard office technology in a Windows-based environment preferred.
Experience with EHR, Practice Management System, and departmental or ancillary systems preferred.

Responsibilities

Greet and direct visitors, patients, and families in a friendly, professional manner.
Maintain efficient patient flow through registration and provide customer service to patients and families.
Answer and direct telephone calls, take accurate messages, and deliver them to the appropriate individuals using appropriate etiquette.
Inform patients of physician schedule delays and assist with patient comfort while they wait.
Post self-pay charges, collect payments, provide receipts, reconcile daily payments, and reconcile billing slips with the daily schedule.
Open and close batches, reconcile collections, prepare deposits, and document corrections.
Scan insurance cards, process online insurance verifications, and update patient accounts, demographics, insurance information, HIPAA forms, and financial waivers.
Schedule appointments according to department guidelines, use waitlists when applicable, confirm future appointments as needed, and review eligibility and phone reports.
Schedule and enter orders for diagnostic tests and procedures according to applicable workflows.
Coordinate with Patient Care Resources and clinical staff to ensure timely pre-authorizations.
Complete referrals according to departmental guidelines and enter them into the appropriate system.
Communicate problems, concerns, or issues promptly and appropriately to the Office Supervisor or Manager.
Perform clerical duties such as faxing, photocopying, scanning, filing, and mailings.
Demonstrate flexibility with work schedules and cover for other staff, including at other office locations, when asked.
Follow downtime procedures.
Commute to satellite offices as needed.
Perform other duties as required.