Patient Service Representative - ENT

Summit Health CityMD•Livingston, NJ

About The Position

The Patient Service Representative supports the ENT practice by welcoming patients and visitors, managing registration and patient flow, answering calls, and providing customer service. The role handles payments and daily reconciliation, updates patient records and insurance information, schedules appointments and diagnostic services, processes referrals, and coordinates with clinical staff on pre-authorizations. It also includes general clerical tasks, following downtime procedures, and providing coverage at other offices as needed.

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 commute to satellite offices as needed.

Nice To Haves

Associate degree.
Previous Patient Service Representative experience.
Knowledge of medical office operations and medical 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 and direct telephone calls, take accurate messages, and use appropriate telephone etiquette.
Inform patients about physician schedule delays and help maintain their comfort while waiting.
Post self-pay charges, collect payments, issue receipts, and reconcile daily payments and billing slips against the daily schedule.
Open and close batches, reconcile collections, prepare deposits, and document corrections.
Scan insurance cards, verify insurance through the online system, and update patient accounts, 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.
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, and 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 and perform other duties as required.