Patient Service Representative

Westchester Medical Center Health Network; Town of Mount Pleasant (NY); On-site; USD 38,000 - 48,000; Full time

Job summary

Westchester Medical Center Health Network is seeking a Patient Service Representative to greet patients and coordinate scheduling, updates, and check-in/out processes. You will act as a liaison across departments, verify information, and assist with translations for non-English speakers when needed.

The role emphasizes patient-centric service, accurate records in the EMR, and professional communication with patients, families, and staff.

Qualifications

• Minimum of one year of customer service and/or medical office experience preferred.
• High school diploma or equivalent required; an associate degree is preferred.
• Bilingual English/Spanish candidates preferred, but not required.
• Proficiency in Microsoft Office (Outlook, Word, Excel, PowerPoint) required.

Responsibilities

• Greets arriving patients, verifies appointment information, and notifies nursing staff according to policies.
• Registers new patients and assists them with completion of forms.
• Verifies and updates patient information in the EMR system.
• Schedules future appointments based on procedures and provider schedules.
• Answers calls and makes outbound calls; routes information using triage procedures.

Skills

Customer service

Interpersonal skills

Bilingual English/Spanish

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 document's folder.
• 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 for 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.

Licenses / Certifications

Other: Bilingual (English/Spanish) candidates preferred, but not required.

Proficiency in Microsoft Office (Outlook, Word, Excel, and PowerPoint).