Patient Service Representative

Prism Vision Group•Columbia, MD

15d•$19 - $32•Onsite

About The Position

The Patient Service Representative (PSR) is a member of the patient access team at Retina Group of Washington, a PRISM Vision Group Partner Practice. The role delivers customer service throughout the patient care journey and manages patient access functions through telephone, online, and in-person communications. The PSR helps patients schedule appointments and coordinate visit logistics, supporting a seamless experience from initial contact through follow-up care. This is a full-time, non-exempt position in Columbia, Maryland. Hours are 7:30 a.m. to 5 p.m., Monday through Friday. Travel between offices is required depending on office and location needs. Compensation is $18.50–$31.89 per hour, based on experience and qualifications.

Requirements

High school graduate or GED.
Excellent verbal and written communication skills in English.
Strong critical-thinking, analytical, troubleshooting, problem-resolution, and customer-service skills.
Mathematical and cash-management skills.
Excellent interpersonal skills and ability to work effectively with physicians, coworkers, other departments, and patients of varied ages and cultural and socioeconomic backgrounds.
Ability to work as an integral team member under minimal supervision in a fast-paced, complex environment.
Ability to show tolerance and sensitivity in stressful situations and safeguard confidential information in accordance with company policies and HIPAA regulations.
Computer literacy and ability to use multiple systems and become proficient with multiple electronic systems.
Proficiency with Microsoft Office Suite.
Ability to travel between offices as needed.

Nice To Haves

At least 2 years of experience in a patient-facing healthcare function or another customer service function.
Bilingual skills.

Responsibilities

Schedule appointments and complete patient registration accurately, following applicable policies and procedures.
Initiate pre-registration and ensure patient demographic and insurance information is accurate, complete, and up to date.
Verify insurance information, benefits, and referral information.
Obtain legal photo identification and, when applicable, insurance cards; validate patient identity and coverage before services are rendered.
Adhere to HIPAA standards for patient privacy and confidentiality.
Help ensure smooth patient flow through the clinical care process.
Provide appointment and payment policy information, including information about medical records, parking, cash policies, anticipated charges, and cancellations.
Provide financial counseling at check-in, identify alternate funding resources, and establish payment plans.
Advise patients of financial obligations and collect funds according to established guidelines.
Act as a liaison and advocate for patients, physicians, and staff to facilitate care.
Identify and resolve trouble spots and recurring problems in the provision of care.
Notify appropriate parties about appointment times, referral criteria, insurance verification, and prior authorization requirements.
Train other patient services representatives and demonstrate excellent customer service skills.
Comply with company policies and standards.