Patient Service Representative
About The Position
The Patient Service Representative (PSR) provides inbound and outbound patient access services by telephone, internet, and in person. The role includes patient scheduling and logistics, daily workflows such as cancellations, missed visits, and tickler-recall deployment, and revenue cycle tasks including claim scrubbing and completing missing slips. The position is based at South Jersey Eye Physicians’ Moorestown Township, New Jersey office, part of Prism Vision Group, with occasional travel to other locations based on business needs. The PSR supports patients throughout the clinical care process by managing registration and insurance information, communicating appointment and payment requirements, providing financial counseling, and coordinating with patients, physicians, and staff. The role requires adherence to company policies, patient privacy requirements, and HIPAA standards. Compensation is $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 all ages and from diverse cultural and socioeconomic backgrounds.
- Ability to work as an integral team member with 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 become proficient in multiple electronic systems.
- Proficiency with Microsoft Office Suite.
Nice To Haves
- At least 2 years of experience in a patient-facing healthcare function or another customer-service function is preferred.
- Bilingual ability is a plus.
Responsibilities
- Schedule appointments and complete patient registration accurately, following scheduling and registration policies and procedures.
- Initiate pre-registration and ensure patient demographic and insurance information is accurate, complete, and up to date.
- Verify insurance information, benefits, and referral information.
- Obtain and validate legal photo identification and, when applicable, insurance cards to confirm patient identity and coverage before services are rendered.
- 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 upfront financial counseling at check-in, including identifying alternate funding resources and establishing payment plans.
- Explain patients’ financial obligations and collect funds according to established guidelines.
- Act as a liaison and advocate for patients, physicians, and staff; identify and resolve trouble spots and recurring problems in care delivery.
- 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.
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What This Job Offers
Job Type
Full-time
Education Level
High school or GED
