Patient Service Representative 2 - MMF Orthopedics

Job Title

Patient Service Representative 2

Job Description

POSITION SUMMARY

The Patient Service Representative 2 plays a critical role in delivering exceptional administrative support under the supervision of the Practice Director/Supervisor. Acting as the first point of contact for patients, families, external physicians, and the public, this position requires excellent customer service, communication, and problem-solving abilities. The representative manages patient interactions through registration, scheduling, billing inquiries, and MyChart assistance, while ensuring required authorizations are secured before appointments. Additionally, the role involves facilitating smooth check-in and checkout procedures, collecting payments, updating patient demographics, and collaborating with clinical teams to resolve issues and improve care quality. The representative may also take on assigned tasks, help orient new staff and assist in other departments to support operational efficiency and enhance the patient's experience.

Position Qualifications

Education/Licensure/Certification:

• High School diploma or equivalent required.

Knowledge:

• A minimum of 1 year of previous healthcare experience required. (Vision, Dental and Veterinary included)
• A minimum of 1 year of customer service experience is required, preferably within a healthcare environment.
• Experience working with patients and providers, using Epic (electronic health record) preferred
• Previous experience with busy phone lines also strongly preferred.

Skills:

Requires exceptional communication and customer service skills, strong organizational skills, ability to prioritize and manage a great number of details and multi-task with strong follow through are mandatory.

The ability to take initiative, learn quickly and actively, and participate as part of an administrative team is also required.

Computer proficiency with MS Office Suite, including Word and Excel, and Google applications, as well as an ability to learn new programs with ease

Must have the ability to establish and maintain effective working relationships with all levels of staff, volunteers and the public.

Must possess excellent interpersonal skills and be comfortable with people in all stages of health and healing.

Must adhere to HIPAA regulations and maintain clinic, provider, RN and patient confidentially.

Comfortable with regularly verifying and processing insurance eligibility and obtaining authorization requests, including verifying personal credentials with external partners to obtain this information (e.g., ID.me for identity verification for VA insurance coordination).