Patient Services Representative

Wayne Health•Southfield, MI

1d•Onsite

About The Position

Serving one million patients and their families annually, Wayne Health is dedicated to advancing medical knowledge, technologies, and practices, and developing the next generation of exceptional health care professionals. With over 100 locations including hospital-based clinics, outpatient health, and specialty care centers, they provide advanced medicine and patient-centric care to the greater metro-Detroit community. The Patient Services Representative (PSR) performs reception and administrative duties in outpatient clinic settings, interacting with patients, guests, families, Physicians, and clinical teams to ensure an exceptional patient and family experience. This role involves greeting patients courteously, scheduling appointments, completing check-in and check-out processes, answering phone calls, documenting messages, and accurately obtaining and verifying identification and demographic data for medical records.

Requirements

High School Diploma or equivalent required
Minimum 2-3 years Medical Billing or Physician Office experience
EHR system experience required
Strong working knowledge of Microsoft Excel and Word
Knowledge of basic medical terminology
Basic office skills including typing 35 wpm and accurately enter alpha numeric data
Requires a high level of attention to detail
Possess excellent verbal, written communication and problem solving skills
Ability to communicate sensitive financial information
Excellent interpersonal skills necessary to establish and maintain productive working relationships with physicians, patients and their families and other people both inside and outside the clinical practice area
Excellent customer service skills including the ability to use independent thinking, sound judgement and creativity when resolving customer issues or concerns
Ability to multi-task and effectively work independently and with a team
Deal with stressful situations while maintaining a high quality of professionalism
Knowledge of medical insurance and medical office billing
Ability to sit for long period of times and lift up to 50 pounds
Requires sensitivity to work with seriously ill patients and their families
Commitment to a patient-centric, efficient health care delivery system that focuses on quality, safety and operational excellence
Compliance with Departmental Health and Safety policies and procedures
Mandatory TB test annually (based on Department guidelines)
COVID-19 vaccination or approved exemption with weekly PCR COVID-19 testing for non-remote employees

Nice To Haves

Previous experience in a customer service position
Previous experience with Nextgen or Athena systems

Responsibilities

Perform day-to-day operations of the facility and general office duties including: answering a high volume of inbound calls, placement of outbound calls, monitoring of voicemail, recordkeeping, file maintenance, sorting and distribution of incoming mail and facsimiles.
Schedule patient appointments according to defined protocols.
Instructs patient of date of appointment, arrival time, location of appointment and answer any questions the patient or representative may have.
Maintain an understanding of services provided by provider at each location.
Efficiently types, talks and navigates multiple healthcare platforms and reference material at the same time to assist the patient in a timely manner.
Greet patients and guests upon arrival, confirm identity and provide necessary information related to their visit.
Confirm patient demographics, insurance information, prior authorizations, physician referrals and other check-in procedures as directed.
Collect co-payments, fees for services and past due balances.
Identify patients eligible for self-pay and sliding fee scale discounts, federal grant funding, financial assistance and budget plans.
Following WSUPG policy, the PSR will provide applications, review documentation, and enroll patient in eligible plan, as appropriate.
Post payments, process billing information, and follow end of day closing procedures.
Prepare reconciliation and bank deposit forms on a daily basis.
Provide excellent customer service to deliver a positive patient and family experience, identify and respond to any additional needs, provide assistance in a courteous timely manner, treat others with care and respect, maintain privacy and confidentiality at all times.
Maintain a safe and clean work space and patient waiting areas.
Inform patients of any delays or changes in appointment status.
Adhere to policies and procedures including quality and patient safety protocols, verification of benefit eligibility, pre-authorization requirements, payment collections, no shows, etc. as required.
Travel to other WSUPG clinic locations as needed.
Performs other duties as assigned.