Patient Service Representative - Physical Therapy

Summit Health•Bridgewater, NJ

4d•$18 - $22

About The Position

The Patient Service Representative (PSR) is a key member of a multidisciplinary team, supporting the daily administrative activities of a medical office and helping the Care Team provide high-quality medical care and a positive patient experience. Under the direction of the Primary Care Provider, Clinical Practice Manager, and Office Supervisor, the PSR helps ensure patient satisfaction and efficient operations. The role calls for a motivated, energetic, and empathetic communicator with strong interpersonal skills who can work independently and is passionate about patient care. The schedule is Monday and Wednesday from 7:00 a.m. to 3:30 p.m., Tuesday and Thursday from 10:00 a.m. to 6:30 p.m., and Friday from 8:30 a.m. to 5:00 p.m. The position may require commuting to satellite offices as needed and covering for other staff, including at other office locations. Compensation is $18.13–$22.02 per hour; the final determination considers factors including experience and position location.

Requirements

High school diploma or GED required.
Ability to communicate in English, orally and in writing.
Excellent customer service skills.
Ability to organize and complete multiple tasks in a timely manner.
Basic proficiency in computer use.
Ability to commute to satellite offices as needed.

Nice To Haves

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

Responsibilities

Greet visitors, patients, and families professionally and direct them appropriately.
Support efficient patient flow through registration and provide excellent customer service.
Answer and direct telephone calls promptly, take accurate messages, and deliver them to the appropriate person using proper etiquette.
Inform patients about physician schedule delays and assist with their comfort while they wait.
Update the patient care team in the EHR to reflect the accurate primary care provider.
Post self-pay charges, collect payments, provide receipts, reconcile daily payments and billing slips against the daily schedule, open and close batches, prepare deposits, and document corrections.
Scan insurance cards, process insurance verifications through the online system, and update patient accounts, including demographics, insurance, 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 according to established workflows.
Initiate authorization requests and work 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.
Enroll patients in the patient portal and update lab, imaging, and pharmacy information.
Perform screenings as applicable and arrange services such as ASL interpreters and transportation.
Communicate problems, concerns, or issues promptly and appropriately to the Office Supervisor or Manager.
Participate actively in pilot programs and perform patient outreach for AWVs and quality lists.
Manage the Department Staff Inbox, patient ticklers, portal requests, and online scheduling requests.
Complete assigned letters, including no-show or late-cancellation notices and return-to-work or school letters.
Perform clerical duties such as faxing, photocopying, scanning, filing, and mailings.
Demonstrate flexibility with work schedules, cover for other staff when asked (including at other office locations), and follow downtime procedures.
Perform other duties as required.