Patient Service Representative - Orthopedics

Summit Health CityMD•New York, NY

About The Position

The Patient Service Representative supports patient access and front-office operations in an orthopedic practice. The role welcomes and directs visitors, patients, and families; maintains an efficient registration process; and provides courteous customer service. It handles incoming calls, informs patients about schedule delays, and supports patient comfort while they wait. The representative processes self-pay charges and payments, provides receipts, reconciles collections and billing slips, prepares deposits, and documents corrections. The role updates patient records and insurance information, verifies eligibility, schedules appointments and diagnostic tests or procedures, coordinates pre-authorizations with patient care resources and clinical staff, and completes referrals according to departmental workflows. The position also performs clerical tasks, follows downtime procedures, communicates issues to the Office Supervisor or Manager, and may cover other staff or locations. Travel to satellite offices may be needed. The job includes the listed physical demands and potential environmental and blood-borne pathogen exposures.

Requirements

High school diploma or GED required.
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 meet the physical demands described, including pushing, pulling, lifting, mobility, dexterity, balance, and endurance.
Ability to commute to satellite offices as needed.

Nice To Haves

Associate degree preferred.
Previous Patient Service Representative experience preferred.
Knowledge of medical office practices and terminology preferred.
Experience with standard office technology in a Windows-based environment preferred.
Experience with an EHR, Practice Management System, and Departmental/Ancillary Systems preferred.

Responsibilities

Greet and direct visitors, patients, and families in a friendly, professional manner.
Maintain efficient patient flow through registration and provide excellent customer service.
Answer and direct telephone calls, take accurate messages, and deliver them to the appropriate person using proper telephone etiquette.
Inform patients of 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 to the daily schedule.
Open and close batches, reconcile collections, prepare deposits, and document corrections accurately.
Scan insurance cards, process insurance verifications using the online system, and update patient accounts and information, including 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 applicable workflows.
Work 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.
Promptly communicate problems, concerns, or issues 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.
Commute to satellite offices as needed.