Patient Service Representative
About The Position
Manage and coordinate patient relationships by providing courteous, professional service in all interactions. Responsibilities include appointment scheduling, patient registration, point-of-service payment collection, and responding to patient inquiries and resolving problems. The schedule is Monday through Friday, 7:45 a.m. to 5 p.m., with one evening until 6:30 p.m.; the office closes early on Friday. There are currently no weekend shifts. Exact hours may vary by location. The position supports patient reception and experience, appointment management, patient registration and information management, financial transactions and recordkeeping, and communication and coordination. Tasks may vary by location and are subject to management direction to meet the ongoing needs of the office or organization.
Requirements
- High school graduate.
- At least 2 years of customer service experience.
- Well-developed written and oral communication skills.
- Understanding of customer service principles.
- Working knowledge of word-processing, medical office management, and spreadsheet applications.
- Ability to accurately record and transmit detailed information.
- Ability to exercise good judgment when evaluating situations and making decisions.
- Ability to use tact and sensitivity to timing in personal transactions.
- Previous experience operating office systems and equipment, including a personal computer, printers, copiers, fax machine, postage machine, and telephone systems.
Nice To Haves
- At least 2 years of experience in a medical office or other healthcare setting.
- Familiarity with third-party payer systems, including Medicare, Medicaid, commercial plans, and Department of Health programs.
Responsibilities
- Greet arriving patients and provide a welcoming patient experience.
- Assist patients with forms and consents; follow confidentiality and records-release policies; keep the reception area clean and organized.
- Schedule, reschedule, and confirm appointments by phone and at checkout according to established guidelines.
- Maintain the daily appointment schedule and notify nursing staff and providers of changes.
- Manage the automated reminder system and complete required follow-up actions.
- Prepare correspondence regarding missed appointments according to policy and provider requests.
- Prepare new-patient packets for upcoming clinic days.
- Register new patients and create records in the practice management system; update demographic and contact information.
- Obtain and verify insurance and financial information before visits; complete payor authorizations and on-demand eligibility checks, correcting errors before appointments.
- Request, collect, and record copayments, coinsurance, self-pay balances, product sales, and prior balances according to office policy.
- Maintain and balance the assigned cash box and reconcile receipts daily.
- Perform end-of-day tasks, including managing no-shows and missing-charge reports, posting charges, balancing receipts, and preparing bank deposits.
- Answer calls about scheduling, billing, and general inquiries; route calls or messages as appropriate.
- Use the triage system for patient-related calls according to procedures.
- Communicate with the supervisor about expected calls, patient concerns, and staff availability.
- Train others as needed.
- Verify appointment information and coordinate with nursing staff to support smooth patient flow.
- Use office equipment, including copiers and fax machines, to prepare or transmit documents.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
