Patient Services Representative 2 - TGH Imaging Wesley Chapel

The Patient Services Representative II (PSR II) serves as an experienced front-line representative within the imaging facility, responsible for greeting, registering, and checking in patients for radiologic procedures while ensuring a high standard of customer service, accuracy, and efficiency. In addition to core registration functions, this role performs daily deposit reconciliation activities and provides guidance and support to new or less experienced team members. The PSR II demonstrates a high level of competency in registration workflows, financial processes, and problem resolution, contributing to smooth clinic operations, regulatory compliance, and a positive patient experience in a fast-paced healthcare environment.

Essential Functions

• Greet, check in, and register scheduled and walk-in patients in a polite, prompt, and professional manner.
• Verify required documentation for imaging procedures, including prescriptions, referrals, authorizations, insurance cards, and photo identification.
• Confirm patient compliance with exam preparation requirements and communicate issues to appropriate clinical staff.
• Contact referring physician offices to obtain missing or incomplete prescriptions, referrals, or authorizations.
• Scan, upload, and maintain required documentation in the patient’s electronic record accurately and timely.
• Update demographic, insurance, and clinical information for returning patients to ensure records remain current.
• Collect time-of-service payments, issue receipts, document transactions accurately, and perform deposit reconciliation as assigned.
• Provide required forms, explain processes, and obtain patient signatures in accordance with policy and regulatory standards.
• Assist with training, onboarding, and guiding new Patient Services Representatives, serving as a workflow and process resource.
• Support daily operations by answering phones, scheduling or rescheduling appointments, escorting patients, assisting team members, and performing other duties as assigned.

Education

• High School Diploma or GED

Work Experience and Additional Information

• Minimum of one-year work experience, preferably in a medical office setting.
• Knowledge of customer service concepts and company policies including safety, privacy and HIPAA.

Technical Knowledge, Skills, and Abilities

• Demonstrated proficiency in patient check-in, insurance verification, referrals, authorizations, and documentation requirements within a medical or imaging setting.
• Proficient in collecting time-of-service payments, accurately document transactions, and perform deposit reconciliation in accordance with organizational policies.
• Strong interpersonal and communication skills to interact professionally with patients, families, physicians, and staff, including managing difficult or high-stress situations.
• Advanced ability to navigate registration systems, electronic health records, scheduling platforms, scanners, and office technology with speed and accuracy.
• Ability to identify and resolve registration, scheduling, or documentation issues independently, escalating concerns appropriately when needed.
• Ability to assist with onboarding, training, and guiding new team members while supporting teamwork, coverage, and workflow efficiency.