Patient Service Representative I

MidLantic Urology; Cary (NC); On-site; USD 32,000 - 52,000; Full time

Job summary

MidLantic Urology is seeking a Patient Service Representative I to deliver exceptional patient service by phone and in person. You will greet patients, manage front desk duties, register new patients, collect co-pays, verify insurance, and coordinate appointments to keep the intake and checkout process smooth.

The role requires strong communication, accuracy with medical records, and familiarity with EMR systems.

Qualifications

• High School Diploma or equivalent required.
• Some college coursework preferred.
• Experience in customer service in a medical setting is desirable.
• Familiarity with CPT/ICD coding is a plus.

Responsibilities

• Greet patients and visitors in person or by phone and manage check-in/check-out processes.
• Register new patients and update demographics; collect co-pays and determine balances.
• Verify insurance information and obtain referrals/authorizations when required.
• Maintain front desk area, manage schedules, and coordinate with clinical staff.

Skills

Customer service

Verbal communication

Written communication

Microsoft Office

EMR navigation

Phone handling

Organizational skills

Attention to detail

Education

High School Diploma

Some college work

Tools

EMR software

Microsoft Office

Job description

Description

GENERAL SUMMARY

The Patient Service Representative I is responsible for providing customer service and ensuring the patient experience, either by phone or in person, is exemplary. The Patient Service Representative I will coordinate clerical tasks such as answering the phones, greeting patients and visitors, and scheduling appointments in a professional and timely manner. They are responsible for moving the patients through the intake and checkout process including patient registration, scanning and filing medical records, collecting co-payments, deductibles, and any outstanding balances. The Patient Service Representative I must ensure that all procedures, from identifying correct patient files to verifying insurance information, are closely followed to create a seamless patient experience between clerical and clinical staff.

ESSENTIAL JOB FUNCTION/COMPETENCIES

Responsibilities include but are not limited to:

• Welcomes and greets all patients and visitors, in person or over the phone.
• Is responsible for keeping the front desk area clean and organized.
• Registers new patients and updates existing patient demographics by collecting detailed patient information including personal and financial information (ex. co-payments and insurance cards).
• Collects outstanding patient balances.
• Obtains referrals and authorizations when required.
• Scans incoming faxes, consents, reports, and all other patient information into patient chart.
• Generates batch transmittal reports for each day.
• Facilitates the patient flow by notifying the provider or other medical staff of the patients’ arrival, being aware of delays, and communicating with patients and clinical staff.
• Schedules follow up services and office visits for patients.
• Responds to inquiries by patients, prospective patients, and visitors in a courteous manner.
• Keeps medical office supplies adequately stocked by anticipating inventory needs, placing orders, and monitoring office equipment.
• Protects patient confidentiality, making sure protected health information (PHI) is secured by not leaving PHI in plain sight and logging off the computer before leaving it unattended.
• Ensures proper hand off of responsibilities once their task is completed.
• Meets established attendance criteria and starts work promptly. Punctual and dependent for assigned/confirmed shifts.
• Respects and acknowledges the organizations commitment to cultural diversity, which is expressed through behavior, language and actions.
• Consistently demonstrates good use of time and resources.
• Ensuring that all medical records are accurate and complete.
• Performs other position related duties as assigned.

CERTIFICATIONS, LICENSURES OR REGISTRY REQUIREMENTS

• N/A

KNOWLEDGE | SKILLS | ABILITIES

• Skill in using computer programs and applications including Microsoft Office. Knowledge in healthcare systems operations and experience in navigating EMRs.
• Ability to answer multiple incoming telephone calls.
• Demonstrate excellent organizational skills, multi-tasked abilities, and the ability to perform well in stressful situations.
• Customer-oriented with ability to remain calm in difficult situations.
• Ability to work independently and manage multiple deadlines.
• Ability to comprehend established office routines and policies.
• Ability to keep financial records and perform mathematical tasks.
• Knowledge of Medical Terminology.
• Excellent verbal and written communication skills.
• Proficient interpersonal relations skills.
• Basic knowledge of health insurance products (HMO, PPO, HSA, Commercial, Medicare etc.).
• Ability to navigate online health insurance portals to verify benefits.
• Regularly adheres and supports compliance and accreditation efforts as assigned including, but not limited to OSHA, HIPAA & CMS guidelines for Parts C & D on General Compliance and Fraud, Waste & Abuse.
• Complies with HR confidentiality standards.

Requirements

EDUCATION REQUIREMENTS

High School Diploma or equivalent required.

Some college work preferred.

EXPERIENCE REQUIREMENTS

Minimum of 1-3 years’ customer service experience required. Experience in a medical office; specifically, urology, preferred.

Basic knowledge and understanding of CPT procedure coding and ICD-10 diagnostic coding preferred.

REQUIRED TRAVEL

N/A

PHYSICAL DEMANDS

• Carrying Weight
• Frequency
• 1-25 lbs.
• Frequent from 34% to 66%
• 26-50 lbs.
• Occasionally from 2% to 33%
• Pushing/Pulling
• Frequency
• 1-25 lbs.
• Seldom, up to 2%
• 100 + lbs.
• Seldom, up to 2%
• Lifting - Height, Weight
• Frequency
• Floor to Chest, 1-25 lbs.
• Occasional: from 2% to 33%
• Floor to Chest, 26-50 lbs.
• Seldom: up to 2%
• Floor to Waist, 1-25 lbs.
• Occasional: from 2% to 33%
• Floor to Waist, 26-50 lbs.
• Seldom: up to 2%