Patient Service Representative

Arizona Center for Cancer Care; Surprise (AZ); On-site; USD 32,000 - 44,000; Full time

Job summary

Arizona Center for Cancer Care is seeking a Patient Service Representative to manage front-office operations, greet patients, register them, and coordinate appointments. You will handle calls, communicate with patients and staff, and ensure HIPAA compliance while maintaining a patient-friendly environment.

The role involves data entry in EMR, processing referrals, and providing courteous customer service in a busy medical office setting.

Qualifications

• High school diploma or equivalent is required.
• Completion of a recognized medical secretarial program is preferred.
• Knowledge of medical terminology is preferred.

Responsibilities

• Greet and register all incoming patients professionally.
• Handle incoming/outgoing communications concisely and pleasantly.
• Prioritize appointment urgency and follow SOPs.
• Schedule patient appointments in EMR according to SOP.
• Collect complete demographic and insurance information during registration.
• Document all patient encounters in the EMR.
• Collect co-pays and maintain daily financial records.
• Respond to patient inquiries regarding insurance or billing.
• Answer calls promptly with good telephone etiquette and route messages.
• Maintain a neat and orderly workstation and equipment.
• Send records and messages to physicians as needed.
• Process referrals: create referral charts and schedule appointments.
• Create new patient charts with required referrals and records.
• Prepare patient appointment reminders and release documents to referring physicians.
• Maintain HIPAA compliance and professional conduct at all times.
• Perform other duties as assigned.

Skills

Customer service

Phone etiquette

Team player

Organizational skills

HIPAA knowledge

Education

High school diploma or equivalent

Medical secretarial program

Job description

Job purpose
Under the direction of the practice manager or lead patient service representative, the patient service representative is responsible for daily maintenance of the front office functions. This includes being the face of the practice and ensuring high levels of customer service. Additionally, you will be responsible for patient registration, scheduling of patient appointments, check-in, and check-out, answering and making telephone calls, communicating with patients, co-workers, office manager, physicians and external vendors or suppliers.

Description
Job purpose
Under the direction of the practice manager or lead patient service representative, the patient service representative is responsible for daily maintenance of the front office functions. This includes being the face of the practice and ensuring high levels of customer service. Additionally, you will be responsible for patient registration, scheduling of patient appointments, check-in, and check-out, answering and making telephone calls, communicating with patients, co-workers, office manager, physicians and external vendors or suppliers.
Duties And Responsibilities

• Greets and registers all incoming patients professionally.
• Handles incoming and outgoing communications concisely and in a pleasant manner.
• Ability to prioritize appointment urgency, following company standard operating procedures.
• Schedules all patient appointments in EMR according to standard operating procedure
• Obtains complete and accurate demographic and insurance information for each patient while registering into the EMR in a prompt and courteous manner.
• Documents all patient encounters in the appropriate section within the patient’s electronic medical record.
• Collects on patient accounts and/or co-payments as indicated, maintaining accurate accounting of daily collections.
• Responds to patient inquiries regarding basic insurance or billing questions.
• Answers telephone promptly, courteously using good telephone etiquette taking complete messages, providing adequate information, and routing callers properly.
• Checks phone messages hourly and returns all calls before lunch, midafternoon, and prior to leaving for the day.
• Restocks and maintains assigned workstation and equipment in a neat and orderly fashion.
• Sends appropriate records, calls, and messages to physician.
• Sort and route incoming faxes i.e. images, records request, refill requests
• Check and proceed accordingly with incoming referral faxes:
• Referrals (Top Priority)
• Create new referral chart, call patient to make appointment, document if appointment or message was left, follow up if needed.
• Follow up with referring office if unable to schedule.

• Create new patient charts.
• Must have referral in chart and all records prior to appointment.
• All patient charts must contain primary care provider and referring physicians.
• Patient appointment reminders calls
• Send medical records release to referring physician’s office, document request, and scan the request into EMR
• Documents in EMR all patient encounters.
• Provide courteous customer service and maintain composure when dealing with angry or irritated patients.
• Ability to problem solve and anticipate issues.
• Maintain referral platform.
• Knowledge of medical terminology and acronyms, EMR and HIPAA policies
• Performs other duties as assigned by management.
  

Qualifications/Education Requirements

• High school diploma or equivalent required
• One year work experience in a medical office setting preferred.
• Knowledge of medical terminology preferred.
• Completion of a recognized medical secretarial program preferred.
• Word processing and computer experience required.
• Answer multi-line phones.
• Strong team player and enthusiasm in working with others.
• Must demonstrate excellent phone etiquette and exceptional customer service skills Good organizational skills.
• Professional appearance
• Must have previous electronic medical records experience.
• Must have the ability to deal with confidential information concerning patient diagnosis and medical records.
  

License or Certification
N/A
Working Conditions/ Physical Requirements
Able to work 40 hours per week.
Medical office setting
Ability to see details at close range.
Ability to listen and understand information through spoken words and sentences.
Ability to read and understand information in writing.
Ability to communicate information in speaking so others will understand.
Sitting for long periods of time
Daily uses of hands to type, file, and write/sign documents.
Minimum lifting requirements of 20 pounds to move office supplies.
EEO Statement
Arizona Center for Cancer Care provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.