Patient Service Representative

Prism Vision Group•Towson, MD

26d•$18 - $32•Onsite

About The Position

The Patient Service Representative (PSR) provides patient access services and supports the patient’s experience at the Retina Care Center in Baltimore, Maryland, part of Prism Vision Group. The role handles inbound and outbound patient interactions by telephone, internet, and in person; patient scheduling and logistics; daily cancellation, missed-visit, and tickler-recall workflows; and revenue-cycle tasks including claim scrubbing and completion of missing slips. This is an onsite, non-exempt position with occasional travel to other locations based on business needs. The PSR completes patient registration and pre-registration, verifies demographic and insurance information, benefits, referrals, identity, and coverage, and supports efficient patient flow. The role provides appointment and payment information, offers financial counseling, advises patients of financial obligations, and collects payments according to established guidelines. The PSR also serves as a liaison among patients, physicians, and staff, helps identify and resolve care-process issues, communicates appointment and authorization details to appropriate parties, and may train other patient services representatives. The position requires a high school diploma or GED. Two or more years of experience in a patient-facing healthcare or other customer service function is preferred. Strong communication, problem-solving, customer service, interpersonal, mathematical, cash management, and computer skills are needed, as is the ability to work effectively with diverse patients and coworkers, maintain confidentiality, and use multiple electronic systems. Compensation is listed as $18–$31.89 per hour, dependent on experience.

Requirements

High school graduate or GED.
Excellent verbal and written communication skills in English.
Strong critical-thinking, analytical, troubleshooting, problem-resolution, and customer-service skills.
Mathematical and cash-management skills.
Excellent interpersonal skills and ability to work effectively with physicians, coworkers, other departments, and patients of varied ages and cultural and socioeconomic backgrounds.
Ability to work as an integral team member under minimal supervision in a fast-paced, complex environment.
Ability to show tolerance and sensitivity in stressful situations and safeguard confidential information in accordance with company policies and HIPAA regulations.
Computer literacy and ability to use multiple systems and gain proficiency in multiple electronic systems.
Proficiency with Microsoft Office Suite.

Nice To Haves

Two or more years of experience in a patient-facing healthcare function or other customer service function.
Bilingual ability.

Responsibilities

Schedule appointments and accurately complete patient registration according to applicable policies and procedures.
Initiate pre-registration and ensure patient demographic and insurance information is accurate, complete, and current.
Verify insurance information, benefits, and referral information.
Obtain legal photo identification and, where applicable, insurance cards, and validate patient identity and coverage before services are provided.
Follow HIPAA standards for patient privacy and confidentiality.
Support efficient patient flow through the clinical care process.
Provide patients with appointment and payment-policy information, including information about medical records, parking, cash policies, anticipated charges, and cancellations.
Provide financial counseling at check-in, including identifying alternative funding resources and establishing payment plans.
Explain patients’ financial obligations and collect payments according to established guidelines.
Act as a liaison and advocate for patients, physicians, and staff to facilitate care; identify and resolve care-process trouble spots and patterns.
Notify appropriate parties about appointment times, referral criteria, insurance verification, and prior authorization requirements.
Train other patient services representatives and provide excellent customer service.
Comply with company policies and standards.
Execute daily cancellation, missed-visit, and tickler-recall workflows, as well as revenue-cycle claim scrubbing and missing-slip completion.