Patient Service Rep-Urology

Arch Health Partners, Inc. d/b/a Palomar Health Medical Group; Poway (CA); On-site; USD 32,000 - 45,000; Full time

Job summary

Palomar Health Medical Group is seeking a Patient Service Representative to welcome patients, verify benefits, and manage check-ins in a fast-paced setting. You will handle scheduling, co-pays, and patient records while ensuring accurate data entry and HIPAA compliance across multiple units.

The role emphasizes high-quality customer service, effective communication with patients and providers, and smooth lobby operations to support patient flow and overall care delivery.

Qualifications

• Minimum Education: High School or equivalent
• Minimum Experience: 1 year experience in a customer service position
• Preferred Experience: 2-3 years, preferably in a medical practice setting
• Knowledge of insurance concepts and patient billing preferred

Responsibilities

• Greet and check in patients, answer phones, and collect co-pays
• Verify and update patient insurance information and demographics
• Explain billing procedures and schedule appointments for patients
• Maintain HIPAA compliance and protect patient information
• Assist with forms processing, referrals, and follow-up communications

Skills

Customer service

Communication skills

Phone etiquette

Patient interaction

Education

High School diploma or equivalent

Tools

MS Windows

Excel

Access

Word

PowerPoint

Outlook / Email

Job description

Department: Urology Union: Shift: 8-hour Shift - Day (United States of America) Hours Per Pay Period: 80 Job Description: Pay Range: $23.44-$32.82

Job Summary

The Patient Service Representative is the face of Palomar Health Medical Group and is responsible for greeting & checking in patients, answering phones, documenting accurate patient information, and ensuring overall patient flow. The PSR will schedule walk-in appointments, ensure accurate patient insurance information, explain billing procedures, collect co-payments, deductibles and co-insurance, prepare/file patient forms, and process medical records. To support patient care, service excellence, and operational efficiency, employees may be expected to work in various units, departments, clinics, or locations as assigned. Assignments may change based on staffing levels, patient volume, and organizational needs. With a friendly disposition and tone, greets and checks in patients when they arrive at the office and/or guides patients through self-service kiosks. Maintains a high-level of customer service with patients and their family members, staff, and providers. Answers heavy volume of calls internally and incoming calls from referring providers; resolves call queries promptly. Ensures patient completes required forms, obtains necessary signatures, and accurately enters patient information for registration. At time of service, ensures all insurance, personal and health information is verified. Scans insurance card and ID into patient’s file. Responsible for out-bound calling regarding missed appointments, to follow-up with tasked messages, outreach, Medicare wellness visit scheduling, Transact Rx authorizations and referrals. Ensures smooth patient flow by monitoring daily scheduling, scanning lobby for waiting patients, and following-up with Back Office staff as needed. Straightens lobby area to ensure a positive and professional environment for patients. Collects patient insurance co-payments, co-insurance, deductibles, and prior balances as well as explains payment policy/billing procedures and patient financial responsibility. Prepares and files patient forms while protecting patient personal health information according to HIPAA requirements. Balances daily monies and receipts, ensures accuracy of batch summaries, and creates deposits. Makes recommendations to improve processes and procedures with a focus on improving patient flow, patient satisfaction, and quality. Monitors, manages, and routes patient portal messages. Serves as department receptionist for outside vendors and contractors. Ability to speak and read English at a level that is sufficient to satisfactorily perform the essential functions of the position. Knowledge of standard office equipment (i.e., calculator, fax, photocopier) and personal computer and computer software skills (i.e., MS Windows, Excel, Access, Word, PowerPoint, internet, e-mail). Windows computer skills including proficient use of keyboarding, use of mouse or keys for functions such as selecting items, use of drop-down menus, scroll bars, opening folders, copying and similar operations required upon employment or within the first two weeks of employment to perform the essential functions of the job. Performs other duties as assigned. Follows Palomar Health Medical Group rules, policies, procedures, applicable laws, and standards. Carries out the mission, vision, and quality commitment of Palomar Health Medical Group.

Job Requirements

• Minimum Education: High School or equivalent
• Preferred Education: Not Applicable
• Minimum Experience: 1year experience in a customer service position
• Preferred Experience: 2-3 years, preferably in a medical practice setting.
• Working knowledge of contracted insurances, patient benefits, and third-party requirements preferred.
• Required License: Not Applicable
• Preferred License: Not Applicable
• Required Certification: Not Applicable
• Preferred Certification: Medical Administrative Certification

We are an equal opportunity employer and do not discriminate against applicants or employees based on race, color, gender, religion, creed, national origin, ancestry, age, disability, sexual orientation, marital status or any other characteristic protected by law.

Palomar Health Medical Group invites you to be part of our healthcare team, where we offer extraordinary opportunities for both clinical and non-clinical positions. Our multi-specialty practice delivers affordable, patient-focused care that combines the latest advancements in technology and medicine with a superior experience. When you join the Palomar Health family, you’ll experience a positive, supportive and innovative environment while working in one of several modern offices conveniently located throughout North County.