ASC Patient Service Representative II

Michigan Institute Of Urology; Utica (MI); On-site; USD 36,000 - 48,000; Full time

Job summary

Solaris Health in Utica, MI is seeking an ASC Patient Service Representative II to deliver exceptional customer service in a fast-paced medical office. You will handle patient registration, appointments, co-pay collections, and eligibility verification, while ensuring PHI confidentiality and smooth workflow between front-desk and clinical staff.

This role requires strong communication, organizational skills, and HIPAA compliance.

Qualifications

• 2-3 years of customer service experience required.
• Experience in a medical office preferred.
• Basic CPT coding and ICD-10 knowledge preferred.
• Proficient in medical terminology.
• Strong communication and problem-solving skills.

Responsibilities

• Act as a resource to patient services staff for complex issues.
• Greet patients and visitors in person or by phone.
• Register new patients and update demographics.
• Collect co-payments, deductibles and balances.
• Obtain referrals and authorizations when required.
• Scan and file medical records; manage PHI confidentiality.
• Schedule follow-up services, surgeries, and imaging as needed.
• Assist with billing and charge entry within 48 hours.
• Ensure smooth handoffs between clerical and clinical staff.
• Maintain attendance and punctuality; support compliance.

Skills

EMR navigation

Microsoft Office

Telephone handling

Organizational skills

Customer service

HIPAA knowledge

Education

High School Diploma or equivalent

Some college coursework preferred

Tools

EMR systems

Billing software

Job description

GENERAL SUMMARY
The ASC Patient Service Representative II ensures the patients receive the highest level of customer service and care. The ASC Patient Service Representative II is knowledgeable in the areas of non-clinical support and acts as a resource to patient services staff, providing guidance on more complex issues and concerns. The ASC Patient Service Representative II coordinates clerical tasks including answering the phones, greeting patients/visitors, and scheduling appointments in a professional and timely manner. They are responsible for moving the patients through the intake and checkout process including patient registration, scanning and filing medical records, collecting co-payments, deductibles, and any outstanding balances. The ASC Patient Service Representative II may process referrals and charge entries. They ensure that all procedures are closely followed to create a seamless patient experience between clerical and clinical staff.

Job Type

Full-time

Responsibilities Include But Are Not Limited To

• Acts as a resource to patient services staff, providing guidance on more complex issues/concerns.
• Actively participates in problem solving and identifying improvement opportunities.
• Welcomes and greets all patients and visitors, in person or over the phone.
• Registers new patient and updates existing patient demographics by collecting detailed patient information including personal and financial information (ex. co-payments and insurance cards).
• Collects outstanding patient balances.
• Obtains referrals and authorizations when required.
• Scans incoming faxes, consents, reports, and all other patient information into patient chart.
• Generates batch transmittal reports for each day.
• Facilitates the patient flow by notifying the provider or other medical staff of the patients’ arrival, being aware of delays, and communicating with patients and clinical staff.
• Schedules follow up services and office visits for patients.
• May also schedule surgery, diagnostic and imaging as needed ensuring proper authorizations are obtained.
• Responds to inquiries by patients, prospective patients, and visitors in a courteous manner.
• Keeps medical office supplies adequately stocked by anticipating inventory needs, placing orders, and monitoring office equipment.
• Protects patient confidentiality, making sure protected health information (PHI) is secured by not leaving PHI in plain sight and logging off the computer before leaving it unattended.
• Ensures proper hand off of responsibilities once their task is completed.
• Meets established attendance criteria and starts work promptly.
• Punctual and dependent for assigned/confirmed shifts.
• Respects and acknowledges the organizations commitment to cultural diversity, which is expressed through behavior, language and actions.
• Consistently demonstrates good use of time and resources.
• Ensuring that all medical records are accurate and complete.
• Supports billing by completing charge entry to ensure billing is achieved within 48 hours and all appropriate procedures are documented and billed for.
• Performs other position related duties as assigned.
• Employees shall adhere to high standards of ethical conduct and will comply with and assist in complying with all applicable laws and regulations. This will include and not be limited to following the Solaris Health Code of Conduct and all Solaris Health and Affiliated Practice policies and procedures; maintaining the confidentiality of patients' protected health information in compliance with the Health Insurance Portability and Accountability Act (HIPAA); immediately reporting any suspected concerns and/or violations to a supervisor and/or the Compliance Department; and the timely completion the Annual Compliance Training.

Certifications, Licensures Or Registry Requirements

• N/A

KNOWLEDGE | SKILLS | ABILITIES

• Skill in using computer programs and applications including Microsoft Office. Knowledge in healthcare systems operations and experience in navigating EMRs.
• Ability to answer multiple incoming telephone calls.
• Demonstrate excellent organizational skills, multi-tasked abilities, and the ability to perform well in stressful situations.
• Customer-oriented with ability to remain calm in difficult situations.
• Ability to work independently and manage multiple deadlines.
• Ability to comprehend established office routines and policies.
• Ability to keep financial records and perform mathematical tasks.
• Knowledge of Medical Terminology.
• Excellent verbal and written communication skills.
• Proficient interpersonal relations skills.
• Basic knowledge of health insurance products (HMO, PPO, HSA, Commercial, Medicare etc.).
• Ability to navigate online health insurance portals to verify benefits.
• Regularly adheres and supports compliance and accreditation efforts as assigned including, but not limited to OSHA, HIPAA & CMS guidelines for Parts C & D on General Compliance and Fraud, Waste & Abuse.
• Complies with HR confidentiality standards.

Education Requirements

• High School Diploma or equivalent required.
• Some college work preferred.

Experience Requirements

• Minimum of 2-3 years’ customer service experience required. Experience in a medical office; specifically urology, preferred.
• Basic knowledge and understanding of CPT procedure coding and ICD-10 diagnostic coding preferred.

Required Travel

• N/A

PHYSICAL DEMANDS

Carrying Weight Frequency

1-25 lbs. Frequent from 34% to 66%

26-50 lbs. Occasionally from 2% to 33%

Pushing/Pulling Frequency

1-25 lbs. Seldom, up to 2%

100 + lbs. Seldom, up to 2%

Lifting - Height, Weight Frequency

Floor to Chest, 1 -25 lbs. Occasional: from 2% to 33%

Floor to Chest, 26-50 lbs. Seldom: up to 2%

Floor to Waist, 1-25 lbs. Occasional: from 2% to 33%

Floor to Waist, 26-50 lbs. Seldom: up to 2%