Patient Services Representative 2 - TGH Imaging Wesley Chapel

Tampa General Hospital•Wesley Chapel, FL

16h

About The Position

The Patient Services Representative II (PSR II) is an experienced front-line representative at an imaging facility who greets, registers, and checks in patients for radiologic procedures. The role ensures a high standard of customer service, accuracy, and efficiency in a fast-paced healthcare environment. In addition to registration duties, the PSR II performs daily deposit reconciliation and provides guidance and support to new or less experienced team members. The position requires competency in registration workflows, financial processes, and problem resolution to support smooth clinic operations, regulatory compliance, and a positive patient experience.

Requirements

High school diploma or GED.
At least one year of work experience; experience in a medical office setting is preferred.
Knowledge of customer service concepts and company policies, including safety, privacy, and HIPAA.
Demonstrated proficiency in patient check-in, insurance verification, referrals, authorizations, and documentation requirements within a medical or imaging setting.
Proficiency in collecting time-of-service payments, accurately documenting transactions, and performing deposit reconciliation in accordance with organizational policies.
Strong interpersonal and communication skills to interact professionally with patients, families, physicians, and staff, including managing difficult or high-stress situations.
Advanced ability to navigate registration systems, electronic health records, scheduling platforms, scanners, and office technology with speed and accuracy.
Ability to independently identify and resolve registration, scheduling, or documentation issues and escalate concerns appropriately when needed.
Ability to assist with onboarding, training, and guiding new team members while supporting teamwork, coverage, and workflow efficiency.

Responsibilities

Greet, check in, and register scheduled and walk-in patients in a polite, prompt, and professional manner.
Verify required imaging-procedure documentation, including prescriptions, referrals, authorizations, insurance cards, and photo identification.
Confirm that patients comply with exam preparation requirements and communicate issues to appropriate clinical staff.
Contact referring physician offices to obtain missing or incomplete prescriptions, referrals, or authorizations.
Scan, upload, and maintain required documentation in patient electronic records accurately and promptly.
Update demographic, insurance, and clinical information for returning patients to keep records current.
Collect time-of-service payments, issue receipts, accurately document transactions, and perform deposit reconciliation as assigned.
Provide required forms, explain processes, and obtain patient signatures in accordance with policy and regulatory standards.
Assist with training, onboarding, and guiding new Patient Services Representatives, serving as a workflow and process resource.
Support daily operations by answering phones, scheduling or rescheduling appointments, escorting patients, assisting team members, and performing other assigned duties.