Patient Service Representative II

Advanced Urology Institute

Panama City (FL)

On-site

USD 21,000 - 28,000

Full time

14 days+

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Job summary

Advanced Urology Institute is seeking a Patient Service Representative II in Florida to deliver exceptional front-desk service, manage patient flow, and support clinic operations.

You will greet patients, register and verify demographics, collect payments, and coordinate scheduling including follow-ups, referrals, and authorizations.

The role requires 2–3 years in a medical office, familiarity with CPT/ICD-10, and strong communication while maintaining PHI security.

Qualifications

Minimum 2–3 years of customer service experience in a medical office.
Experience in urology is preferred.
Knowledge of CPT coding and ICD-10 coding preferred.
Excellent verbal and written communication.

Responsibilities

Provide welcoming customer service to patients and visitors by phone and in person.
Register patients and update demographics with detailed information.
Collect co-pays and balances, process payments as needed.
Schedule appointments, surgeries, and other visits with proper authorizations.
Assist with referrals and authorizations when required.
Maintain patient confidentiality and secure PHI.

Skills

Customer service

Phone handling

Organizational skills

Communication skills

HIPAA compliance

EMR navigation

Medical terminology

Multitasking

Education

High School Diploma or equivalent

Some college coursework preferred

Tools

Microsoft Office

EMR systems

Job description

Description

The Patient Service Representative II ensures the patients receive the highest level of customer service and care. The Patient Service Representative II is knowledgeable in the areas of non-clinical support and acts as a resource to patient services staff, providing guidance on more complex issues and concerns. The Patient Service Representative II coordinates clerical tasks including answering the phones, greeting patients/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 II may process referrals and charge entries. They ensure that all procedures are closely followed to create a seamless patient experience between clerical and clinical staff.

ESSENTIAL JOB FUNCTION/COMPETENCIES

Acts as a resource to patient services staff, providing guidance on more complex issues/concerns.

Actively participates in problem solving and identifying improvement opportunities.

Welcomes and greets all patients and visitors, in person or over the phone.

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. May also schedule surgery, diagnostic and imaging as needed ensuring proper authorizations are obtained.

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.

Supports billing by completing charge entry to ensure billing is achieved within 48 hours and all appropriate procedures are documented and billed for.

Performs other position related duties as assigned.

CERTIFICATIONS, LICENSURES OR REGISTRY REQUIREMENTS

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.