Patient Service Representative II

Solaris Health Holdings LLC•Utica, MI

22d

About The Position

The Patient Service Representative II ensures patients receive a high level of customer service and care. This role provides non-clinical support and serves as a resource to patient services staff by offering guidance on more complex issues and concerns. The position coordinates clerical duties such as answering calls, greeting patients and visitors, and scheduling appointments. It also supports patient intake and checkout through registration, medical-record scanning and filing, and collection of co-payments, deductibles, and outstanding balances. The representative may process referrals and charge entries and follows procedures to support a smooth experience between clerical and clinical staff.

Requirements

High school diploma or equivalent required.
At least 2–3 years of customer service experience required.
Skill using computer programs and applications, including Microsoft Office.
Knowledge of healthcare systems operations and experience navigating electronic medical records (EMRs).
Ability to answer multiple incoming telephone calls.
Excellent organizational and multitasking skills, including the ability to perform well in stressful situations.
Customer-oriented approach and ability to remain calm in difficult situations.
Ability to work independently and manage multiple deadlines.
Ability to understand established office routines and policies.
Ability to maintain financial records and perform mathematical tasks.
Knowledge of medical terminology.
Excellent verbal and written communication skills.
Proficient interpersonal skills.
Basic knowledge of health insurance products, including HMO, PPO, HSA, commercial insurance, and Medicare.
Ability to use online health insurance portals to verify benefits.
Adhere to and support compliance and accreditation efforts as assigned, including OSHA, HIPAA, and CMS Parts C and D General Compliance and Fraud, Waste & Abuse guidelines.
Comply with HR confidentiality standards.

Nice To Haves

Some college coursework preferred.
Experience in a medical office, specifically urology, preferred.
Basic knowledge and understanding of CPT procedure coding and ICD-10 diagnostic coding preferred.

Responsibilities

Serve as a resource to patient services staff and provide guidance on complex issues and concerns.
Participate in problem-solving and identify opportunities for improvement.
Welcome and greet patients and visitors in person and by phone.
Register new patients and update existing patient demographic, personal, and financial information, including insurance details and co-payments.
Collect outstanding patient balances.
Obtain referrals and authorizations when required.
Scan faxes, consents, reports, and other patient information into patient charts.
Generate daily batch transmittal reports.
Facilitate patient flow by notifying providers or medical staff of arrivals, monitoring delays, and communicating with patients and clinical staff.
Schedule follow-up services and office visits, and as needed schedule surgery, diagnostic, and imaging services while ensuring authorizations are obtained.
Respond courteously to inquiries from patients, prospective patients, and visitors.
Maintain medical office supplies and monitor office equipment, including anticipating inventory needs and placing orders.
Protect patient confidentiality and secure protected health information, including logging off unattended computers.
Ensure proper handoff of responsibilities when tasks are completed.
Meet attendance expectations and begin work promptly; be punctual and dependable for assigned or confirmed shifts.
Respect and acknowledge the organization’s commitment to cultural diversity through behavior, language, and actions.
Use time and resources consistently well.
Ensure medical records are accurate and complete.
Support billing by completing charge entry so billing is achieved within 48 hours and appropriate procedures are documented and billed.
Perform other position-related duties as assigned.