Patient Service Representative - Pain Management, Outpatient

About Our Company We’re a physician‑led, patient‑centric network committed to simplifying health care and bringing a more connected kind of care. Our primary, multispecialty, and urgent care providers serve millions of patients in traditional practices, patients’ homes and virtually through VillageMD and our operating companies Village Medical, Village Medical at Home, Summit Health, CityMD, and Starling Physicians. When you join our team, you become part of a compassionate community of people who work hard every day to make health care better for all. We are innovating value‑based care and leveraging integrated applications, population insights and staffing expertise to ensure all patients have access to high‑quality, connected care services that provide better outcomes at a reduced total cost of care. Job Description The Patient Service Representative (PSR) serves as a key member on a multidisciplinary team contributing to the daily activities of the medical office team‑based care, performing a variety of administrative duties to assist the Care Team with providing patients with the highest standards of medical care and a positive customer service experience. Under the direction of the Primary Care Provider, Clinical Practice Manager and Office Supervisor, this highly motivated individual works to ensure patient satisfaction and efficient operations, is passionate about patient care, possess strong interpersonal skills, and can function independently. The ideal candidate will be motivated, energetic, and an empathetic communicator who is passionate about delivering the highest quality of care. Essential Job Functions Greets visitors, patients, and families in a friendly professional manner and directs them appropriately. Maintains an efficient patient flow through the registration process and provides excellent customer service to patients/families. Promptly answers the telephone, directs all calls appropriately, takes an accurate message and delivers to the appropriate individual/demonstrates appropriate etiquette. Informs patients of delay in physician schedules, assists with patient comfort while delayed. Updates patient care team in the EHR to reflect accurate PCP. Posts all self‑pay charges, collects payments, and provides patient with receipt. Accurately reconciles daily payments. Reconciles billing slips to daily schedule. Opens and closes batches properly, accurately reconciles collections, prepares deposits and documents corrections. Scans the insurance card, processes insurance verifications utilizing the online system, and updates the patient account. Updates patient information including demographics, insurance, HIPAA forms and financial waivers. Schedules appointments accurately according to department guidelines; uses waitlist when applicable. Confirms future appointments as needed. Reviews eligibility and phone report. Schedules and enters orders for diagnostic tests, and procedures, following all appropriate workflows. Initiates authorization request. Works cooperatively with Patient Care Resources and clinical staff to ensure timely pre‑authorizations. Completes referrals according to departmental guidelines and properly enters into the appropriate system. Enrolls patients in patient portal. Updates lab/imaging/pharmacies. Performs screenings as applicable. Arranges specific patient services such as ASL interpreter, needed transportation. Effectively communicates problems, concerns, or issues to the Office Supervisor / Manager appropriately and promptly. Actively participates in pilot programs. Performs patient outreach for AWV’s, quality lists. Manages Department Staff Inbox. Manages patient ticklers, portal requests, online scheduling requests. Completes letters as assigned (no‑show/late cancellation, return to work/school). General Job Functions Performs various clerical duties such as faxing, photocopying, scanning, filing and mailings. Demonstrates flexibility with various work schedules, covers for other staff when asked including other office locations. Demonstrates the ability to adequately follow downtime procedures. Other job duties as required. Physical Job Requirements Pushing and pulling, taking frequency and weight into consideration. Physical strength to lift heavy objects, carts, or items, taking frequency and weight into consideration. Physical mobility, which includes movement from place to place on the job, taking distance and speed into account. Dexterity of hands and fingers. Balance is maintained during climbing, bending and/or reaching. Endurance (e.g. continuous typing, prolonged standing/bending, walking). Environmental Risks Chemicals, Chemo‑therapy and fumes. Loud noises. Vibration. Extreme temperatures. Confined spaces. Allergens: dust, mold and/or pollen. Magnetic fields. Radiation. Sharps. Latex. Combative patients/visitors. Blood‑borne Pathogens Exposure to infectious hazards, blood, body fluids, non‑intact skin or tissue specimens. Contact with patients or patient specimens is possible. Unplanned or unexpected exposure. Education, Certification, Computer and Training Requirements High School Graduate or GED required. Associate Degree preferred. Previous PSR experience preferred. Ability to communicate in English, both orally and in writing. Must have excellent customer service skills. Must have the ability to organize and perform multiple tasks in a timely manner. Knowledge of medical office and terminology preferred. Basic proficiency in computer use required. Previous experience with standard office technology in a Windows‑based environment preferred. Experience with EHR, Practice Management System and Departmental/Ancillary Systems preferred. Travel Ability to commute to satellite offices as needed. Pay Range: $18.13 - $22.02 Hourly The provided compensation range is based on industry standards and salary determinations will be made based on numerous factors including but not limited to years of experience and location of position. Total Rewards Participation in VillageMD’s benefit platform includes Medical, Dental, Life, Disability, Vision, FSA coverages and a 401(k) savings plan. Equal Opportunity Employer We provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to, and do not discriminate on the basis of, race, color, religion, creed, gender/sex, sexual orientation, gender identity and expression (including transgender status), national origin, ancestry, citizenship status, age, disability, genetic information, marital status, pregnancy, military status, veteran status, or any other characteristic protected by applicable federal, state, and local laws. #J-18808-Ljbffr Dormont Manufacturing Co