Patient Service Representative - Pulmonology

Summit Health CityMD•Berkeley Heights, NJ

About The Position

The Patient Service Representative (PSR) is a key member of a multidisciplinary team supporting the daily administrative operations of a medical office and helping the Care Team deliver high-quality care and a positive patient experience. Under the direction of the Primary Care Provider, Clinical Practice Manager, and Office Supervisor, the PSR supports patient satisfaction and efficient operations. The role is suited to a motivated, energetic, and empathetic communicator with strong interpersonal skills who can work independently. The position includes patient reception and registration, telephone support, scheduling, payment and billing reconciliation, insurance verification, patient-record updates, referrals and authorizations, and coordination of diagnostic tests and other patient services. The PSR also handles clerical duties, patient outreach, portal and inbox requests, and other administrative tasks. The role requires commuting to satellite offices as needed and flexibility to cover other staff and locations when requested.

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.
Ability to commute to satellite offices as needed.

Nice To Haves

Associate degree preferred.
Previous Patient Service Representative experience preferred.
Knowledge of medical office operations and terminology preferred.
Previous experience with standard office technology in a Windows-based environment preferred.
Experience with 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 excellent customer service.
Answer and direct telephone calls promptly, take accurate messages, and deliver them to the appropriate person using proper telephone etiquette.
Inform patients about delays in physician schedules and assist with their comfort while waiting.
Update the patient care team in the EHR to reflect the accurate primary care provider.
Post self-pay charges, collect payments, issue receipts, and reconcile daily payments.
Reconcile billing slips with the daily schedule; open and close batches; reconcile collections; prepare deposits; and document corrections.
Scan insurance cards, complete online insurance verifications, and update patient accounts.
Update patient demographics, insurance information, HIPAA forms, and financial waivers.
Schedule appointments accurately according to department guidelines, use the waitlist when applicable, and confirm future appointments as needed.
Review eligibility and phone reports.
Schedule and enter orders for diagnostic tests and procedures in accordance with workflows.
Initiate authorization requests and coordinate 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.
Enroll patients in the patient portal and update lab, imaging, and pharmacy information.
Perform screenings as applicable.
Arrange specific patient services, such as ASL interpreters and transportation.
Communicate problems, concerns, and issues promptly and appropriately to the Office Supervisor or Manager.
Participate in pilot programs and conduct patient outreach for annual wellness visits and quality lists.
Manage the Department Staff Inbox, patient ticklers, portal requests, and online scheduling requests.
Complete assigned letters, including no-show, late-cancellation, and return-to-work or school letters.
Perform clerical duties such as faxing, photocopying, scanning, filing, and mailings.
Adapt to varying work schedules, cover for other staff when asked, including at other office locations, and follow downtime procedures.
Perform other duties as required.