Patient Service Representative

Summit Health CityMD•Yonkers, NY

About The Position

The Patient Service Representative supports patient access and front-office operations in a physician-led healthcare network. The role welcomes and directs patients, visitors, and families; supports an efficient registration process; responds to telephone inquiries; and helps maintain patient comfort during schedule delays. The representative handles payments, reconciles daily collections, updates patient accounts and records, verifies insurance, schedules appointments and diagnostic services, processes referrals, and coordinates with patient care and clinical staff on pre-authorizations. The position also includes general clerical work, following downtime procedures, covering other staff or office locations as needed, and communicating concerns to the Office Supervisor or Manager. Travel to satellite offices may be required.

Requirements

High school graduate 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 role's physical demands, including pushing and pulling, lifting, mobility, hand and finger dexterity, balance, and endurance.
Ability to work in an environment with the listed environmental risks and potential exposure to infectious hazards, blood, body fluids, non-intact skin, or tissue specimens.

Nice To Haves

Associate degree.
Previous Patient Service Representative experience.
Knowledge of medical office practices and terminology.
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 excellent customer service.
Answer telephone calls promptly, direct calls, take accurate messages, and use appropriate telephone etiquette.
Inform patients of physician schedule delays and assist with their comfort while they wait.
Post self-pay charges, collect payments, issue receipts, and accurately reconcile daily payments.
Reconcile billing slips to the daily schedule; open and close batches; reconcile collections; prepare deposits; and document corrections.
Scan insurance cards, process insurance verifications through 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, confirm future appointments as needed, and review eligibility and phone reports.
Schedule and enter orders for diagnostic tests and procedures in accordance with required workflows.
Coordinate 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 duties, including faxing, photocopying, scanning, filing, and mailings.
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.
Commute to satellite offices as needed.