Patient Service Representative

PRISM Vision Group; Frederick (MD); On-site; USD 24,796 - 43,931; Full time

Job summary

This onsite role is located at Central Maryland Eye Associates, in Frederick, MD, part of Prism Vision Group. There will be occasional travel to other locations based upon business needs.

The Patient Service Representative (PSR) handles inbound and outbound patient interactions, scheduling, and daily workflows, including enrollment, billing, and eligibility verification. The position requires strong English communication, patient-facing experience, and the ability to work in a fast-paced

Qualifications

• Education: High School Graduate or GED.
• Experience: 2+ years experience in a patient facing healthcare function or other customer service function preferred.

Responsibilities

• Schedule and complete full registration for patients requesting appointments, adhering to policies and procedures.
• Initiate pre-registration and ensure demographic insurance information is accurate and up to date.
• Verify insurance information, benefits, and referral requirements.
• Validate patient identity and coverage prior to services; obtain IDs and insurance cards.
• Adhere to HIPAA standards and protect patient privacy and confidentiality.
• Facilitate smooth patient flow through the clinical care process.
• Provide upfront financial counseling and discuss payment plans with patients.
• Explain financial obligations and collect funds per guidelines.
• Act as liaison for patients, physicians, and staff to resolve access issues.
• Notify responsible parties of appointment times, referral criteria, insurance verification, and prior authorization requirements.
• Train other PSRs and maintain excellent customer service.
• Comply with company policies and standards.

Skills

Verbal and written communication

Customer service

Critical thinking

Multitasking

Bilingual (English/Spanish)

Education

High School Diploma or GED

Tools

Microsoft Office Suite

Multiple electronic systems

Job description

This onsite role is located at Central Maryland Eye Associates, in Frederick, MD, part of Prism Vision Group. There will be occasional travel to other locations based upon business needs. Compensation Range: $18-$31.89/hr (Dependent on Experience). The Patient Service Representative (PSR) is responsible for providing the full scope of inbound and outbound access patient interactions and functions, whether by telephone, internet, or in-person, including patient scheduling and logistics, executing daily workflows (cancellation, missed visit, tickler-recall deployment), and executing revenue cycle claim scrubbing and missing slip completion.

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 communication 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 socioeconomic 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.