Patient Service Representative

Arizona Center for Cancer Care; Surprise (AZ); On-site; USD 35,000 - 45,000; Full time

Job summary

The Arizona Center for Cancer Care in Surprise, AZ is seeking a patient service representative who will be responsible for daily maintenance of the front office functions. This role includes patient registration, appointment scheduling, and ensuring high customer service standards.

Candidates should have a high school diploma and ideally one year of experience in a medical office. Strong customer service and organizational skills are essential for success in this position.

Qualifications

• High school diploma or equivalent required.
• One year of work experience in a medical office setting preferred.
• Completion of a recognized medical secretarial program preferred.

Responsibilities

• Greets and registers all incoming patients professionally.
• Schedules all patient appointments in EMR according to standard operating procedure.
• Documents all patient encounters in the appropriate section within the patient’s electronic medical record.
• Answers telephone promptly, courteously using good telephone etiquette.
• Maintains referral platform.

Skills

Customer service skills

Medical terminology knowledge

Word processing skills

Organizational skills

Team player

Education

High school diploma or equivalent

Medical secretarial program

Job description

Job Details

Job Location: PET CT Surprise - Surprise, AZ 85374

Job Shift: Day

Job Category: Health Care

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, and 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.
• Prioritizes 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.
• Sorts and routes incoming faxes (images, record requests, refill requests).
• Checks and proceeds accordingly with incoming referral faxes:
  • Referrals (Top Priority)
    • Creates new referral chart, calls patient to make appointment, documents if appointment or message was left, and follows up if needed.
    • Follows up with referring office if unable to schedule.
• Creates 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 reminder calls.
• Sends medical records release to referring physician’s office, documents request, and scans the request into EMR.
• Documents all patient encounters in EMR.
• Provides courteous customer service and maintains composure when dealing with angry or irritated patients.
• Problem solves and anticipates issues.
• Maintains referral platform.
• Has 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 of 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.
• Answers multi‑line phones.
• Strong team player and enthusiasm in working with others.
• Demonstrates excellent phone etiquette and exceptional customer service skills.
• Good organizational skills.
• Professional appearance.
• Has previous electronic medical records experience.
• Can 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 use of hands to type, file, and 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.