Patient Service Representative

VITALSKIN PHYSICIAN MANAGEMENT•Chicago, IL

About The Position

The Patient Service Representative manages and coordinates patient relationships by providing courteous, professional service. The role is responsible for appointment scheduling, patient registration, point-of-service payment collection, patient inquiries, and problem resolution. Exact tasks and responsibilities may vary by location and are assigned by management to meet office and organizational needs. The schedule is Monday through Friday, 7:45 a.m. to 5 p.m., with one evening until 6:30 p.m. The office closes early on Friday. There are currently no weekend shifts. The role is full-time, non-exempt, and exact hours vary by location. Compensation is $20–$23, based on experience.

Requirements

High school graduate.
At least 2 years of customer service experience.
Well-developed written and oral communication skills.
Understanding of customer service principles.
Working knowledge of word processing, medical office management, and spreadsheet applications.
Ability to accurately record and transmit detailed information.
Ability to exercise good judgment when evaluating situations and making decisions.
Ability to use tact and sensitivity to timing in personal transactions.
Previous experience operating office systems, including personal computers, printers, copiers, fax machines, postage machines, and telephone systems.

Nice To Haves

At least 2 years of experience in a medical office or other healthcare setting.
Familiarity with third-party payer systems, including Medicare, Medicaid, commercial plans, and Department of Health programs.

Responsibilities

Greet arriving patients and provide a welcoming patient experience.
Help patients complete required forms and consents, and follow confidentiality and records-release policies.
Keep the lobby and front reception area clean and organized.
Schedule, reschedule, and confirm appointments by phone and at check-out according to established guidelines.
Maintain the daily appointment schedule and notify nursing staff and providers of changes.
Manage the automated reminder system and complete required follow-up actions.
Prepare correspondence for patients who miss appointments, in accordance with policy and provider requests.
Prepare new-patient packets for upcoming clinic days.
Register new patients and create records in the practice management system.
Update patient demographic and contact information.
Obtain and verify insurance and financial information before visits.
Complete payor authorizations and on-demand insurance eligibility checks, correcting errors before appointments.
Request, collect, and record co-payments, co-insurance, self-pay balances, product sales, and prior balances according to office policy.
Maintain and balance an assigned cash box and reconcile receipts daily.
Perform end-of-day functions, including managing no-shows and missing-charge reports, posting charges, balancing receipts, and preparing bank deposits.
Answer incoming calls about scheduling, billing, and general inquiries; route calls or messages to appropriate staff as needed.
Use the triage system for patient-related calls according to procedures.
Communicate with the supervisor about expected calls, patient concerns, and staff availability.
Train others as needed.
Verify appointment information and coordinate with nursing staff to support smooth patient flow.
Use office equipment, including copiers and fax machines, to transmit or prepare documents.