Patient Service Representative

Patient Services Representative

We are seeking a dependable, customer-focused Patient Services Representative to join our team. This position plays an important role in coordinating patient movement, supporting front desk operations, and ensuring patients receive a welcoming, professional experience throughout their visit.

If you enjoy working with people and thrive in a fast-paced healthcare environment, we'd love to hear from you!

Benefits: Medical, Dental, Vision, Group Life/AD&D, Flexible Spending, Paid Time Off, Voluntary Life, 6 paid holidays per year, 3% Safe Harbor Contribution, and 401K

Education and/or Experience:

• Required High School diploma or GED
• One (1) to two (2) years of customer service experience, preferred
• One (1) to two (2) years of front desk/registration experience, preferred
• Registration, Insurance, and Scheduling experience; healthcare preferred

Skills and/or Qualifications (not limited to):

• Type 30-40 wpm
• 1-4 years experience in high-volume interactive customer service
• Fluent Medical Terminology, orthopaedics preferred
• Ability to prioritize and perform multiple tasks simultaneously
• Ability to understand and carry out complex oral and written instructions
• Proficient in Microsoft Office Outlook, Word, Excel, Power Point, and Adobe Acrobat
• Excellent customer service, verbal, and written communication skills
• Knowledge of HIPAA guidelines and regulations.

Physical Requirements:

• Prolonged period of sitting at a desk and working on a computer
• Prolonged periods of being on phone calls
• Bending/twisting/lifting
• Ability to lift and/or carry up to twenty (20) pounds
• Keen sense of eyesight and hearing
• Ability to stand or sit for an extended period
• Ability to lift, grip, carry, touch, speak, and listen

Essential Duties and Responsibilities (not limited to):

• Greet patients and visitors in a prompt, courteous, and helpful manner with excellent customer service
• Oversees waiting area, coordinate patient movement and report problems to immediate supervisor
• Obtain insurance cards(s) and photo identification to upload into EMR.
• Obtain and verify accuracy of patient demographic and insurance information.
• Prepare and verify time of service (TOS) collections
• Verify and resolve eligibility issues for all upcoming patient appointments at all locations
• Resolve and complete front desk bucket tasks in EMR
• Resolve and complete patient requests and respond to general information in EMR
• Work cooperatively with patients, vendors, clinical staff, administrative staff, leadership team, and physicians
• Scan internal and/or external documentation into appropriate patient records
• Collection of payment on account(s), Durable Medical Equipment payments, copays, and past due balances
• Answer and facilitate operator calls, direct patient and vendor calls accordingly with excellent customer service
• Comply with Federal HIPAA regulations and practice policies for the privacy and security of patient information; explain the law and our privacy policy to patients as needed; maintain appropriate documentation of access to medical records
• Assist clinical staff with patient form completion
• Assist and review medical records for completeness and scan documents into EMR
• Respond to requests for information from PHI according to established policies and procedures
• Assist with coverage of all front desk reception areas/departments when needed
• 50%-75% Travel is required to cover front desk satellite clinics when needed
• Regular in-office attendance is required
• Maintain a clean workspace