Patient Service Representative - Internal Medicine

Summit Health CityMD•Granby, CT

About The Position

The Patient Service Representative supports the patient registration and administrative operations of an Internal Medicine practice. The role welcomes patients and visitors, supports an efficient registration process, responds to calls, manages payments and account information, and coordinates appointments, tests, procedures, and referrals. The representative works with clinical staff and Patient Care Resources to support timely pre-authorizations and communicates issues to the Office Supervisor or Manager. The role also performs general clerical work, follows downtime procedures, and may cover for staff at other office locations. It involves physical activity and potential exposure to environmental and blood-borne hazards.

Requirements

High school diploma 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 computer proficiency.
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.
Experience with standard office technology in a Windows-based environment.
Experience with EHR, practice management, 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 about physician schedule delays and assist with their comfort while they wait.
Post self-pay charges, collect payments, provide receipts, reconcile daily payments, and reconcile billing slips with the daily schedule.
Open and close batches, reconcile collections, prepare deposits, and document corrections.
Scan insurance cards, process online insurance verifications, and update patient accounts, 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 according to applicable workflows.
Work cooperatively 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 such as faxing, photocopying, scanning, filing, and mailings.
Demonstrate flexibility with work schedules and cover for other staff, including at other office locations, when asked.
Follow downtime procedures.
Perform other duties as required.