Patient Service Representative

Position Title: Patient Services Representative
Employment Type: Full-Time, Non-Exempt

Hours: 7:30am-5pm (Monday-Friday)
Practice: Retina Group of Washington, a PRISM Vision Group Partner Practice
Location: Columbia, Maryland

Travel: Required between offices dependent on office/location needs
Compensation: $18.00 - $31.89 per hour, based on experience and qualifications

The Patient Service Representative (PSR) serves as a vital member of the patient access team and is responsible for delivering exceptional customer service throughout the patient care journey. This role manages the full scope of patient access functions, including handling inbound and outbound patient communications via telephone, online platforms, and in-person interactions. The PSR assists patients with scheduling appointments, coordinating visit logistics, and ensuring a seamless experience from initial contact through follow-up care.

ROLE AND RESPONSIBILITIES
• Schedule and accurately complete full registration for patients requesting appointments while adhering to policies and procedures regarding appointment scheduling and registration processes, performing these tasks accurately and with attention to detail to ensure the highest quality standards.
• Initiate pre-registration process and ensure all demographic insurance information is accurate, complete and up to date on patient's chart.• Verification of insurance information, verification of benefits and insurance referral information.
• Obtain legal photo identification and (if applicable) insurance card(s) and validate patient identity and coverage prior to services being rendered to ensure patient safety and financial reimbursement.
• Adhere to HIPAA standards related to patient privacy and confidentiality.
• Assure ease of patient flow through the clinical care process.
• Provide patients with all required information regarding appointments and payment policies (e.g. medical records, parking, cash policies, anticipated charges, cancellation policy).
• Provide upfront financial counseling services at time of check-in including identifying alternate funding resources and establishing payment plans.
• Advise patients of financial obligations and collect funds according to established guidelines.
• Act as a liaison/advocate for patients, physicians, and staff in facilitating ease of care. Identify and resolve trouble spots and problem patterns in the provision of care.
• Notify appropriate parties of the appointment time, referral criteria, insurance verification, and prior authorization requirements.
• Train other patient services representatives and provide excellent customer service skills.
• Comply with company policies and standards

POSITION QUALIFICATIONS:

Education: High School Graduate or General Education Degree (GED)

Experience: 2+ Years experience in a patient facing healthcare function or other customer service function preferred.

KNOWLEDGE/SKILLS/ABILITIES:
• Excellent verbal and written communications skills in English. Bi-Lingual a plus.
• Must possess excellent, critical thinking, analytical, troubleshooting, problem resolution, and customer service skills.
• Mathematical and cash management skills.
• Excellent interpersonal skills and ability to work effectively with physicians, co-workers, other departments and patients of all ages, and from across a broad range of cultural and social economic backgrounds.
• Ability to work as an integral team member under minimal supervision, in a fast-paced, complex environment.
• Ability to show tolerance and sensitivity in stressful situations and safeguard confidential information in accordance with established policies and HIPAA regulations.
• Computer literate and ability to use multiple systems and acquire proficiency in multiple electronic systems.
• Proficient with Microsoft Office Suite

WORK ENVIRONMENT:

An office environment with a controlled atmosphere. Possible exposure to staff or patients with communicable diseases and blood borne pathogens.