Patient Services Representative
About The Position
The Patient Services Representative (PSR) is a member of the patient access team at NJRetina, a PRISM Vision Group Partner Practice. The role delivers customer service throughout the patient care journey and manages patient access functions through telephone, online, and in-person communications. The PSR assists patients with scheduling appointments, coordinating visit logistics, and providing a seamless experience from initial contact through follow-up care. The position is full-time and non-exempt, based in Lakewood, New Jersey, with travel between offices as needed. Hours are 7:30 a.m. to 5:00 p.m., Monday through Friday. Compensation is $18.00–$31.89 per hour, based on experience and qualifications.
Requirements
- High school graduate or GED.
- Excellent verbal and written communication skills in English.
- Strong critical-thinking, analytical, troubleshooting, problem-resolution, and customer-service skills.
- Mathematical and cash-management skills.
- Excellent interpersonal skills and the ability to work effectively with physicians, coworkers, other departments, and patients of varied ages and cultural and socioeconomic backgrounds.
- Ability to work as an integral team member with minimal supervision in a fast-paced, complex environment.
- Ability to demonstrate tolerance and sensitivity in stressful situations and protect confidential information in accordance with company policies and HIPAA regulations.
- Computer literacy and the ability to use multiple systems and become proficient with multiple electronic systems.
- Proficiency with Microsoft Office Suite.
Nice To Haves
- At least two years of experience in a patient-facing healthcare function or another customer-service function.
- Bilingual ability.
Responsibilities
- Schedule appointments and complete patient registration accurately, following applicable policies and procedures.
- Initiate pre-registration and ensure patient demographic and insurance information is accurate, complete, and current.
- Verify insurance information, benefits, and referral details.
- Obtain and validate legal photo identification and, when applicable, insurance cards to confirm identity and coverage before services are rendered.
- Follow HIPAA standards for patient privacy and confidentiality.
- Support efficient patient flow through the clinical care process.
- Provide patients with appointment and payment-policy information, including details about medical records, parking, cash policies, anticipated charges, and cancellations.
- Provide financial counseling at check-in, identify alternate funding resources, and establish payment plans.
- Explain patients’ financial obligations and collect payments according to established guidelines.
- Act as a liaison and advocate for patients, physicians, and staff to facilitate care, and identify and resolve problems or patterns affecting care.
- Notify appropriate parties about appointment times, referral criteria, insurance verification, and prior authorization requirements.
- Train other patient services representatives and provide excellent customer service.
- Comply with company policies and standards.
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What This Job Offers
Job Type
Full-time
Education Level
High school or GED
