Patient Service Representative - Float - Primary Care

Summit Health CityMD•Livingston, NJ

About The Position

The Patient Service Representative is a float role supporting Primary Care locations in Livingston, Fairlawn, Montclair, Clifton, and Nutley. The representative welcomes and directs patients and visitors, supports an efficient registration process, responds to telephone calls, and helps maintain patient comfort when physician schedules are delayed. The role processes payments and reconciles daily collections, updates patient accounts and insurance information, schedules appointments and diagnostic services, completes referrals, and coordinates with patient care resources and clinical staff on pre-authorizations. It also includes clerical work, following downtime procedures, covering other staff and locations as needed, and communicating issues to the Office Supervisor or Manager. The position requires commuting to satellite offices as needed.

Requirements

High school graduate or GED required.
Ability to communicate in English, both orally and in writing.
Excellent customer service skills.
Ability to organize and perform multiple tasks in a timely manner.
Basic proficiency in computer use.
Ability to commute to satellite offices as needed.
Ability to meet the role's physical requirements, including pushing and pulling, lifting, mobility, hand and finger dexterity, balance, and endurance.
Ability to work in an environment with the listed hazards, including chemicals and fumes, noise, vibration, temperature extremes, confined spaces, allergens, magnetic fields, radiation, sharps, latex, and potentially combative patients or visitors, with possible exposure to blood-borne pathogens and patient specimens.

Nice To Haves

Associate degree.
Previous Patient Service Representative experience.
Knowledge of medical office practices and terminology.
Previous experience with standard office technology in a Windows-based environment.
Experience with an EHR, Practice Management System, and departmental or ancillary systems.

Responsibilities

Greet and direct visitors, patients, and families in a friendly and professional manner.
Maintain efficient patient flow through registration and provide excellent customer service.
Answer and direct telephone calls promptly, take accurate messages, and deliver them to the appropriate individuals using proper telephone etiquette.
Inform patients of physician schedule delays and assist with their comfort while they wait.
Post self-pay charges, collect payments, issue receipts, and accurately reconcile daily payments and billing slips to the daily schedule.
Open and close batches, reconcile collections, prepare deposits, and document corrections.
Scan insurance cards, process online insurance verifications, and update patient accounts, demographics, insurance information, HIPAA forms, and financial waivers.
Schedule appointments according to department guidelines, use waitlists when applicable, confirm future appointments as needed, and review eligibility and phone reports.
Schedule and enter orders for diagnostic tests and procedures according to established workflows.
Work with Patient Care Resources and clinical staff to support timely pre-authorizations.
Complete referrals according to departmental guidelines and enter them into the appropriate system.
Communicate problems, concerns, or issues promptly and appropriately to the Office Supervisor or Manager.
Perform clerical duties such as faxing, photocopying, scanning, filing, and mailing.
Demonstrate flexibility with work schedules and cover for other staff, including at other office locations, when asked.
Follow downtime procedures and perform other duties as required.