Patient Service Representative

About Us:Serving one million patients and their families annually. Advancing medical knowledge, technologies and practices. Developing and educating the next generation of exceptional health care professionals.With more than 100 locations in hospital-based clinics, outpatient health and specialty care centers, we provide the most advanced medicine and thoughtful, patient-centric care to the greater metro-Detroit community.Job Summary:The Patient Services Representative (PSR) performs reception and administrative duties in an outpatient clinic settings. Interact with patients, guests, families, Physicians, and other members of the clinical teams to create an exceptional patient and family experience. The Patient Services Representative (PSR) greets patients and guests in a courteous manner whether via telephone contact or in person; schedules appointments, completes check-in and check-out processes for patients; answers phone calls and documents messages, obtains and verifies accurate identification and demographical data for the patient’s permanent medical record.Job Description:Essential Duties and 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 facsimilesSchedule patient appointments according to defined protocolsInform patient of appointment date, arrival time, and location; answer any questions the patient or patient representative may haveMaintain an understanding of services provided by provider at each locationEfficiently types, talks and navigates multiple healthcare platforms and reference material at the same time to assist the patient in a timely mannerGreet patients and guests upon arrival, confirm identity and provide necessary information related to their visitConfirm patient demographics, insurance information, prior authorizations, physician referrals and other check-in procedures as directedCollect co-payments, fees for services and past due balancesIdentify 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 appropriatePost payments, process billing information, and follow end of day closing procedures.Prepare reconciliation and bank deposit forms on a daily basisProvide excellent customer service to deliver a positive patient and family experience, identify and respond to any additional needs in a courteous and timely manner, treat others with care and respect while maintaining privacy and confidentiality at all timesMaintain a safe and clean work space and patient waiting areasInform patients of any delays or changes in appointment statusAdhere to policies and procedures including quality and patient safety protocols, verification of benefit eligibility, pre-authorization requirements, payment collections, no shows, etc. as requiredTravel to other WSUPG clinic locations as neededPerforms other duties as assignedEducation, Licensure/Certification, and Training:High School Diploma or equivalent requiredMinimum 2-3 years Medical Billing or Physician Office experienceEHR system experience requiredPrevious experience in a customer service positionPrevious experience with Nextgen or Athena systemsSkills and Abilities:Have a strong working knowledge of Microsoft Excel and WordKnowledge of basic medical terminologyBasic office skills including typing 35 wpm and accurately enter alpha numeric dataRequires a high level of attention to detailPossess excellent verbal, written communication and problem-solving skillsAbility to communicate sensitive financial informationExcellent 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 areaExcellent customer service skills including the ability to use independent thinking, sound judgement and creativity when resolving customer issues or concernsAbility to multi-task and effectively work independently and with a teamDeal with stressful situations while maintaining a high quality of professionalismKnowledge of medical insurance and medical office billingAbility to sit for long period of times and lift up to 50 poundsRequires sensitivity to work with seriously ill patients and their familiesCommitment to a patient-centric, efficient health care delivery system that focuses on quality, safety and operational excellenceSafety Requirements:Compliance with Departmental Health and Safety policies and proceduresWorking Conditions/Schedule:40-hour work week, hours and days to be determined by the business needs of the department. Additional hours may be requiredWayne Health is an EEO/AA/Veteran/Disability Employer #J-18808-Ljbffr Wayne State University Physician Group