Patient Service Representative

Capital Orthopaedics And Sport•Clive, IA

7d•Onsite

About The Position

The Patient Service Representative coordinates patient movement and supports front desk operations to provide patients with a welcoming, professional experience. The role involves greeting patients and visitors, managing registration and insurance information, supporting appointment eligibility and payment collections, responding to patient and caller requests, and maintaining accurate records in the electronic medical record (EMR). The position requires regular in-office attendance and 50%–75% travel to cover front desks at satellite clinics when needed.

Requirements

High school diploma or GED.
Registration, insurance, and scheduling experience; healthcare experience preferred.
Ability to type 30–40 words per minute.
Experience in high-volume, interactive customer service (1–4 years listed).
Ability to prioritize and perform multiple tasks simultaneously.
Ability to understand and carry out complex oral and written instructions.
Proficiency in Microsoft Outlook, Word, Excel, PowerPoint, and Adobe Acrobat.
Excellent customer service, verbal communication, and written communication skills.
Knowledge of HIPAA guidelines and regulations.
Ability to lift and/or carry up to 20 pounds.
Ability to lift, grip, carry, touch, speak, and listen.
Keen eyesight and hearing.

Nice To Haves

One to two years of customer service experience.
One to two years of front desk or registration experience.
Healthcare experience with registration, insurance, and scheduling.
Fluency in medical terminology; orthopaedics preferred.

Responsibilities

Greet patients and visitors promptly, courteously, and helpfully.
Oversee the waiting area, coordinate patient movement, and report problems to the immediate supervisor.
Obtain insurance cards and photo identification and upload them into the EMR.
Obtain and verify the accuracy of patient demographic and insurance information.
Prepare and verify time-of-service collections.
Verify and resolve eligibility issues for upcoming patient appointments at all locations.
Resolve and complete front desk bucket tasks in the EMR.
Resolve and complete patient requests and respond to general information in the EMR.
Work cooperatively with patients, vendors, clinical staff, administrative staff, leadership, and physicians.
Scan internal and external documentation into appropriate patient records.
Collect payments on accounts, Durable Medical Equipment, copays, and past-due balances.
Answer and facilitate operator calls and direct patient and vendor calls appropriately.
Comply with federal HIPAA regulations and practice policies regarding patient-information privacy and security; explain the law and privacy policy to patients as needed; and document access to medical records appropriately.
Assist clinical staff with patient form completion.
Assist with reviewing medical records for completeness and scanning documents into the EMR.
Respond to requests for protected health information according to established policies and procedures.
Cover front desk reception areas and departments when needed.
Travel to satellite clinics as needed to cover front desks.
Attend the office regularly and maintain a clean workspace.