Patient Service Rep-Radiology

Palomar Health•Escondido, CA

1d•$23 - $33

About The Position

The Patient Service Representative (PSR) is the face of Palomar Health Medical Group and supports patient reception, registration, scheduling, billing, records, and overall patient flow in the Radiology department. The role greets and checks in patients, answers incoming and internal calls, documents accurate patient information, schedules walk-in appointments, verifies insurance information, explains billing procedures, collects patient payments, prepares and files forms, and processes medical records. The PSR provides friendly, professional customer service to patients and family members, staff, providers, vendors, and contractors. The position supports an orderly patient experience by monitoring schedules and the lobby, coordinating with Back Office staff, managing patient portal messages, and maintaining a professional reception area. It also handles payment balancing and deposits, protects personal health information under HIPAA requirements, and identifies opportunities to improve patient flow, satisfaction, and quality. The role requires sufficient English proficiency to perform its essential functions, knowledge of standard office equipment and personal computers, and computer software skills. Required Windows computer skills must be available upon employment or acquired within the first two weeks. The employee follows Palomar Health Medical Group policies, procedures, applicable laws, and standards, and supports the organization’s mission, vision, and quality commitment.

Requirements

High school education or equivalent.
At least 1 year of experience in a customer service position.
Sufficient ability to speak and read English to perform the essential functions of the position.
Knowledge of standard office equipment, such as a calculator, fax machine, and photocopier.
Personal computer and software skills, including MS Windows, Excel, Access, Word, PowerPoint, internet, and email.
Windows computer skills, including proficient keyboarding and use of a mouse or keys, drop-down menus, scroll bars, folders, and copy functions; these skills are required upon employment or within the first two weeks.
Follow Palomar Health Medical Group rules, policies, procedures, applicable laws, and standards.

Nice To Haves

Two to three years of experience, preferably in a medical practice setting.
Working knowledge of contracted insurances, patient benefits, and third-party requirements.
Medical Administrative Certification.

Responsibilities

Greet and check in arriving patients, or guide them through self-service kiosks.
Provide customer service to patients, family members, staff, and providers.
Answer high volumes of internal and incoming calls from referring providers and promptly resolve call queries.
Ensure patients complete required forms and obtain necessary signatures; accurately enter registration information.
Verify patient insurance, personal, and health information at the time of service, and scan insurance cards and identification into patient files.
Schedule walk-in appointments and conduct outbound calls concerning missed appointments, tasked messages, outreach, Medicare wellness visit scheduling, TransactRx authorizations, and Arch-to-Arch, Graybill, and SCMG referrals.
Monitor daily scheduling and the lobby, follow up with Back Office staff as needed, and help maintain smooth patient flow.
Straighten the lobby to maintain a positive and professional environment.
Collect co-payments, co-insurance, deductibles, and prior balances; explain payment policies, billing procedures, and patient financial responsibility.
Prepare and file patient forms and protect personal health information in accordance with HIPAA requirements.
Process medical records and manage patient portal messages, including monitoring and routing them.
Balance daily monies and receipts, verify batch summaries, and create deposits.
Make recommendations to improve processes and procedures related to patient flow, satisfaction, and quality.
Serve as department receptionist for outside vendors and contractors.
Use standard office equipment, computers, and software; perform required Windows computer operations.
Perform other duties as assigned and follow organizational rules, policies, procedures, applicable laws, and standards.