Patient Service Representative - Nephrology

Summit Health•Hartford, CT

About The Position

The Patient Service Representative supports nephrology office operations by welcoming patients and visitors, managing registration and patient flow, answering and directing calls, and providing courteous customer service. The role maintains patient records and insurance information, processes payments and reconciles daily collections, schedules appointments and diagnostic services, coordinates referrals and pre-authorizations, and performs general clerical duties. The representative may cover other staff or office locations and must follow downtime procedures.

Requirements

High school graduate or GED.
Heartsaver certification within 30 days of hire.
Ability to communicate in English, both 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 commute to satellite offices as needed.

Nice To Haves

Associate degree.
Previous Patient Service Representative experience.
Knowledge of medical office operations and terminology.
Previous experience with standard office technology in a Windows-based environment.
Experience with EHR, Practice Management System, and Departmental/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 deliver them to the appropriate individuals.
Inform patients of physician schedule delays and assist with their comfort while they wait.
Post self-pay charges, collect payments, provide receipts, and reconcile daily payments and billing slips against the schedule.
Open and close batches, reconcile collections, prepare deposits, and document corrections.
Scan insurance cards, process online insurance verifications, update patient accounts, and maintain demographic, insurance, HIPAA, and financial waiver information.
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 in accordance with 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 mailing.
Demonstrate flexibility with work schedules and cover for other staff, including at other office locations, when asked.
Follow downtime procedures adequately.
Perform other duties as required.