Patient Service Representative - Urology

Summit Health CityMD•Wayne, NJ

About The Position

The Patient Service Representative supports the patient registration and service process in a urology practice. The role greets and directs patients and visitors, maintains patient flow, answers calls, communicates schedule delays, and provides courteous customer service. It also handles payments and daily reconciliations, verifies insurance, updates patient accounts, schedules appointments and diagnostic services, coordinates pre-authorizations, and processes referrals. The representative performs general clerical tasks, follows downtime procedures, communicates issues to the Office Supervisor or Manager, and may cover other staff or office locations. The position requires the ability to commute to satellite offices as needed. The role involves physical activities such as pushing and pulling, lifting, moving around the workplace, handling items with dexterity, bending, reaching, climbing, prolonged standing or walking, and continuous typing. Listed environmental risks include chemicals, chemotherapy and fumes; loud noises; vibration; extreme temperatures; confined spaces; allergens; magnetic fields; radiation; sharps; latex; and combative patients or visitors. Contact with patients or specimens and potential exposure to blood, body fluids, non-intact skin, tissue specimens, or other infectious hazards may occur. The position pays $18.13–$22.02 per hour. VillageMD benefits include medical, dental, life, disability and vision coverage, flexible spending account coverage, and a 401(k) savings plan.

Requirements

High school diploma or GED required.
Ability to communicate in English, orally and in writing.
Excellent customer service skills.
Ability to organize and perform multiple tasks in a timely manner.
Basic proficiency in computer use required.
Ability to perform the physical activities described, including pushing, pulling, lifting, mobility, dexterity, balancing, and endurance.
Ability to commute to satellite offices as needed.

Nice To Haves

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

Responsibilities

Greet visitors, patients, and families professionally and direct them appropriately.
Maintain efficient patient flow through registration and provide customer service to patients and families.
Answer and route telephone calls promptly, take accurate messages, and deliver them to the appropriate individuals using proper telephone etiquette.
Inform patients about physician schedule delays and assist with their comfort while they wait.
Post self-pay charges, collect payments, issue receipts, reconcile daily payments, and reconcile billing slips to the daily schedule.
Open and close batches, reconcile collections, prepare deposits, and document corrections accurately.
Scan insurance cards, process insurance verifications using the online system, and update patient accounts, demographics, insurance information, HIPAA forms, and financial waivers.
Schedule appointments according to department guidelines, use the waitlist when applicable, confirm future appointments as needed, and review eligibility and phone reports.
Schedule and enter orders for diagnostic tests and procedures according to required workflows.
Work with Patient Care Resources and clinical staff to ensure 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 including faxing, photocopying, scanning, filing, and mailings.
Demonstrate schedule flexibility and cover for other staff, including at other office locations, when asked.
Follow downtime procedures and perform other duties as required.
Commute to satellite offices as needed.