PATIENT SERVICE REP - Aultman General Surgery (Alliance)

Legal Entity

Aultman Medical Group Inc

Position Summary

The Patient Service Representative responsibilities include greeting patients warmly, verifying patient information including demographics and insurance details, collecting copayments, balancing end-of-day batch reports, answering phone calls, and scheduling appointments. This role requires working collaboratively with colleagues and physicians to ensure efficient and compassionate patient care.

Department Summary

The department is comprised of surgeons and a dedicated team of clinical and administrative staff.

Qualifications

• The Patient Service Rep requires a high school diploma or equivalent.

Department Qualifications

• The Patient Service Representative requires:

• Demonstrated ability to perform efficiently and accurately under high-stress conditions.

• Basic understanding of health insurance plans is preferred.

• Understanding of basic medical terminology.

Skills

• The Patient Service Rep possesses professional phone etiquette and strong verbal communication skills.

• Positive attitude with the ability to adapt and pivot in changing circumstances.

• Quick learner with the ability to grasp new processes and systems efficiently.

• Computer literacy, including data entry, electronic health records and scheduling software.

• General computer proficiency and basic typing skills are essential.

• Strong communication skills with the ability to interact professionally and courteously with a diverse patient population.

• Ability to work independently in a fast-paced environment with frequent interruptions.

Department Skills

• Electronic Health Record (EHR) Proficiency: Comfortable navigating and documenting in EHR systems (e.g. Cerner).

• Insurance & Billing Knowledge: Understanding of insurance verification, copay collection, and billing workflows.

• Team Collaboration: Work effectively with physicians, nurses, and administrative staff to support patient care.

• Adaptability: Able to adjust quickly to changes in provider schedules, patient needs, or workflow demands.

• Confidentiality & Compliance: Maintain patient privacy and adhere to HIPAA and other regulatory.

Responsibilities & Expectations

• The Patient Service Rep will greet patients and visitors in a pleasant and professional manner.

• Verify patient demographics, referring physician, and insurance information both in person and over the phone.

• Collect copayments and ensure accurate posting of charges.

• Balance cash drawer and run end-of-day batch reports.

• Assist patients with completing electronic forms using tablets.

• Monitor the waiting area for cleanliness and adequate supplies.

• Schedule appointments and respond to patient inquiries by phone.

• Remove phones from the answering service each morning to begin receiving calls directly and forward phones to the answering service at the end of the day.

• Perform other duties as assigned by the Practice Coordinator or Manager.

Department Responsibilities & Expectations

• Assist with last-minute schedule changes and communicate updates promptly to patients, providers, and staff to ensure smooth operations and minimal disruption.

• Provide coverage for the same role at other office locations as needed.

Working Conditions

• The Patient Service Rep shifts are normally 8 hours/day on-site Monday through Friday.

• Works in well-lighted and well-ventilated office.

• Expected to adhere to general office policy and dress code.

• Subject to frequent interruption.

• Occasionally may have interactions with upset or frustrated patients.

• Cross training in all areas in the department is required.

Hazardous Exposure Category

Category III - Includes tasks that involve no exposure to blood, body fluids, or tissues and Category I tasks are not a condition of employment. The normal work routine involves no exposure to blood; body fluids or tissues (although situations can be imagined or hypothesized under which anyone anywhere might encounter potential exposure to body fluids.) Persons who perform these duties are not called upon as part of their employment to perform or assist in emergency care or first aid or to be potentially exposed in some other way.

Physical Addendum

Demands

Frequency

Remarks

Lifting 0-10 lbs

Never

Lifting 10-20 lbs

Never

Lifting 20-35 lbs

Never

Lifting 35-50 lbs

Never

Lifting 50-75 lbs

Never

Lifting 75-100 lbs

Never

Lifting over 100 lbs

Never

Forward Reaching

Frequent 34-65%

Overhead Reaching

Never

Standing

Occasional 10-33%

Walking

Occasional 10-33%

Sitting

Continuous 66% of the day

Climbing

Never

Stairs/Ladder

Never

Bending/Stooping

Never

Twisting/Turning

Occasional 10-33%

Kneeling/Squatting

Never

Crawling

Never

Pushing/Pulling 0-10 lbs

Never

Pushing/Pulling 10-20 lbs

Never

Pushing/Pulling 20-35 lbs

Never

Pushing/Pulling 35-50 lbs

Never

Pushing/Pulling 50-100 lbs

Never

Pushing/Pulling over 100 lbs

Never

Carrying 0-10 lbs

Never

Carrying 10-20 lbs

Never

Carrying 20-35 lbs

Never

Carrying 35-50 lbs

Never

Carrying 50-100 lbs

Never

Carrying over 100 lbs

Never

Grasping/repetitive sustained

Never

Fine motor coordination

Continuous 66% of the day

Vision: Near/Far/Color

Continuous 66% of the day

Hearing: ordinary conversation/other

Continuous 66% of the day

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, disability, gender identity, sexual orientation or protected veteran status. The organization is an EEO/AA Employer M/F/Disability/Vet.

The organization will provide reasonable accommodations to employees or applicants with disabilities, as defined by the Americans with Disabilities Act, who are otherwise qualified to safely perform the essential functions of the job, with or without accommodation, unless such accommodation would constitute an undue hardship on the organization or poses a direct threat to the health and safety of the individual or others that cannot be sufficiently mitigated by reasonable accommodation. Any applicant or employee who requires an accommodation to perform the essential functions of his or her job or to enjoy equal benefits and privileges of employment should notify the Aultman Human Resource Department and request such an accommodation.