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 setting. The 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 demographic data for the patient’s permanent medical record. Essential Duties and Responsibilities Perform day‑to‑day operations of the facility and general office duties including answering a high volume of inbound calls, placing outbound calls, monitoring voicemail, record keeping, file maintenance, sorting and distribution of incoming mail and facsimiles. Schedule patient appointments according to defined protocols, inform patients of appointment date, arrival time, and location, and answer any questions. Maintain an understanding of services provided by providers at each location. Efficiently type, talk and navigate multiple healthcare platforms and reference material simultaneously to assist patients 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 copayments, 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 in a courteous and timely manner, treat others with care and respect while maintaining 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. Education, Licensure/Certification, and Training High School Diploma or equivalent required. Minimum 2–3 years of medical billing or physician office experience; EHR system experience required. Previous experience in a customer service position, with NextGen or Athena systems. Knowledge of medical insurance and billing procedures. Ability to sit for long periods and lift up to 50 pounds. Skills and Abilities Strong working knowledge of Microsoft Excel and Word. Knowledge of basic medical terminology. Basic office skills including typing 35 wpm and accurate entry of alphanumeric data. High level of attention to detail. Excellent verbal, written communication and problem‑solving skills. Ability to communicate sensitive financial information. Excellent interpersonal skills to establish and maintain productive relationships with physicians, patients and families. Excellent customer service skills, independent thinking, sound judgement and creativity when resolving issues. Ability to multi‑task, work independently and with a team. Skill in handling stressful situations while maintaining professionalism. Knowledge of medical insurance and office billing. Capacity to sit for long periods and lift up to 50 pounds. Commitment to a patient‑centric, efficient health care delivery system focused on quality, safety and operational excellence. Safety Requirements Compliance with Departmental Health and Safety policies and procedures. COVID‑19 vaccination requirement: Wayne Health requires all employees who will interact with the public and/or co‑workers to have started their primary vaccination series against COVID‑19 or have a sincerely held religious belief or medical exemption. All new hires must complete the primary series and receive a booster within 30 days after eligibility. Exemptions may be approved under limited circumstances, requiring weekly PCR testing. Working Conditions / Schedule 40‑hour work week; hours and days determined by business needs of the department. Additional hours may be required. EEO Statement Wayne Health is an EEO/AA/Veteran/Disability Employer. #J-18808-Ljbffr