Patient Services Representative

University Physician Group•Detroit, MI

13d•Hybrid

About The Position

Serving one million patients and their families annually, this role advances medical knowledge, technologies, and practices while developing and educating the next generation of exceptional healthcare professionals. With over 100 locations in hospital-based clinics and outpatient health and specialty care centers, the organization provides 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. This role involves interacting with patients, guests, families, physicians, and clinical teams to create an exceptional patient and family experience. The PSR greets patients and guests courteously via telephone or in person, schedules appointments, completes check-in and check-out processes, answers phone calls, documents messages, and obtains and verifies accurate identification and demographic data for the patient's permanent medical record.

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 entering alpha-numeric data.
High level of attention to detail.
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, 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 judgment, and creativity when resolving customer issues or concerns.
Ability to multi-task and effectively work independently and with a team.
Ability to deal with stressful situations while maintaining a high quality of professionalism.
Knowledge of medical insurance and medical office billing.
Ability to sit for long periods of time 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).

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.
Instruct 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 type, talk, and navigate multiple healthcare platforms and reference material simultaneously 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 patients in eligible plans, 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 and timely manner, treat others with care and respect, and maintain privacy and confidentiality at all times.
Maintain a safe and clean workspace 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.
Perform other duties as assigned.