Patient Service Representative, Lab

Summit Health CityMD•Clifton, NJ

About The Position

The Patient Service Representative, Lab supports patient-facing registration and administrative workflows in a healthcare setting. The role welcomes patients and visitors, supports an efficient registration process, answers and routes calls, and helps keep patients informed and comfortable when schedules are delayed. It also handles payments, daily reconciliations, insurance verification and account updates, appointment scheduling, diagnostic-test and procedure orders, and referrals. The representative works with Patient Care Resources and clinical staff on timely pre-authorizations and promptly raises issues with the Office Supervisor or Manager. The position also performs clerical tasks, follows downtime procedures, and provides coverage for other staff and office locations when requested. Travel to satellite locations may be needed. The work involves physical activity such as pushing, pulling, lifting, moving between locations, bending, reaching, prolonged standing or walking, and continuous typing. Potential environmental exposures include chemicals, chemotherapy, fumes, loud noise, vibration, temperature extremes, confined spaces, allergens, magnetic fields, radiation, sharps, latex, combative patients or visitors, and blood-borne or other infectious hazards.

Requirements

High school diploma or GED.
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.
Ability to meet the physical demands of the role, including pushing, pulling, lifting, mobility, hand and finger dexterity, balance, and endurance.

Nice To Haves

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

Responsibilities

Greet visitors, patients, and families professionally and direct them appropriately.
Maintain efficient patient flow through registration and provide customer service to patients and families.
Answer and route telephone calls, take accurate messages, and use appropriate telephone etiquette.
Inform patients about physician schedule delays and assist with their comfort while they wait.
Post self-pay charges, collect payments, provide receipts, reconcile daily payments and billing slips, manage batches, prepare deposits, and document corrections.
Scan insurance cards, verify insurance using the online system, and update patient accounts.
Update patient demographics, insurance information, HIPAA forms, and financial waivers.
Schedule appointments according to department guidelines, use the waitlist when applicable, and confirm future appointments as needed.
Review eligibility and phone reports.
Schedule and enter orders for diagnostic tests and procedures according to established workflows.
Work with Patient Care Resources and clinical staff to support 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 tasks such as faxing, photocopying, scanning, filing, and mailing.
Adapt to varying work schedules and cover for other staff, including at other office locations, when asked.
Follow downtime procedures and perform other duties as required.
Travel to satellite locations as needed.