Patient Service Representative

Westchester Medical Center; City of Kingston (NY); On-site; USD 36,000 - 48,000; Full time

Job summary

Westchester Medical Center is seeking a Patient Service Representative to greet patients in person, over the phone, or via electronic communication. The role involves scheduling, updating information, check-in/out procedures, and serving as a liaison between patients and management.

The position requires strong customer service skills, familiarity with medical office procedures, and the ability to translate for non-English speaking patients when needed.

Qualifications

• Minimum of 1 year of customer service or medical office experience.
• High school diploma required; an associate degree is preferred.
• Bilingual English/Spanish is preferred but not required.

Responsibilities

• Greet patients and verify appointment information.
• Register new patients and assist with forms.
• Update patient information in the EMR.
• Schedule appointments and handle referrals.
• Answer calls and triage patient care inquiries.
• Accept payments and reconcile cash drawer.
• Provide translation for non-English speaking patients when needed.
• Maintain confidentiality and a professional environment.

Skills

Customer service

Communication skills

Multitasking

Education

High school diploma or equivalent

Associate degree (preferred)

Tools

Microsoft Office

Job description

Job Summary

A Patient Service Representative is responsible for greeting patients and working with them in person, on the phone, or through electronic correspondence to meet their needs regarding scheduling, updating pertinent information, checking in and out, and acting as a liaison in reporting any patient suggestions to management.

Responsibilities

• Greets arriving patients, verifies appointment information, and notifies nursing staff in accordance with policies and procedure.
• Registers new patients and assists them in completion of necessary forms.
• Verifies and updates current patient information (demographic, financial, and clinical) in the EMR system.
• Scans completed forms, identification, and insurance cards into the patient documentfolder.
• Schedules future appointments based on procedure type, time requirements, and provider schedules.
• Answer incoming phone calls and make outbound phone calls, gathering information to route appropriately. Utilize triage system for all patient care-related calls, in accordance with triage procedures.
• Initiates, issues, and verifies patient referrals. Initiates and receives insurance authorization/pre-certifications as necessary.
• Accepts payments, issues receipts, and reconciles the cash drawer daily.
• Monitor the patient flow from the lobby to the exam room, making sure patients are seen in a timely manner. Communicate with patients if there are any delays/issues in patient care.
• Provide helpful assistance in anticipating and responding to the needs of all patients and family members. Remain calm under pressure and effectively deal with difficult people.
• Provides translation for non-English speaking patients, their families, and staff if bilingual.
• Create correspondence to patients who failed to keep appointments in accordance with policy and provider request.
• Accept and directs deliveries of medical/office supplies and mail.
• Perform general office duties, such as document preparation, scanning, mailing, and filing.
• Maintains a professional appearance and a clean, safe environment.
• Respects patients by recognizing their rights; maintaining confidentiality.
• Utilizes technology, including specialized software as applicable, to maximize productivity.
• Develops and maintains electronic files as necessary.
• Exhibits excellent interpersonal skills; provides customer service; assists other support staff as necessary; collaborates with all levels of internal leadership, management, and staff as well as outside clients, vendors, and other external parties.
• Other duties as assigned.

Qualifications/Requirements

Experience

Minimum of one (1) year of customer service and/or medical office experience preferred.

Education

High school diploma or equivalent required. An associate degree from an accredited institution is preferred.

Other

Bilingual (English/Spanish) candidates preferred, but not required. Proficiency in Microsoft Office (Outlook, Word, Excel, and PowerPoint).