Patient Service Representative II

Michigan Institute of Urology; West Bloomfield Charter Township (MI); On-site; USD 36,000 - 54,000; Full time

Job summary

Michigan Institute of Urology is seeking a Patient Service Representative II to deliver exceptional patient care and administrative support. The role involves greeting patients, collecting payments, registering information, and coordinating referrals, while maintaining confidentiality and accurate records.

The candidate will work in a fast-paced medical office, using EMR systems, Microsoft Office, and phone-based communication to ensure smooth patient flow from intake to checkout and billing.

Qualifications

• High School Diploma or equivalent required.
• Some college work preferred.
• Experience in a medical office is beneficial.

Responsibilities

• Answering phones and greeting patients/visitors.
• Registering new patients and updating demographics.
• Collecting co-pays, deductibles, and outstanding balances.
• Obtaining referrals and authorizations when required.
• Scanning and filing medical records into the chart.
• Scheduling follow-up visits, surgeries, and imaging as needed.
• Protecting PHI and maintaining confidentiality.
• Ensuring accurate and complete medical records and billing within 48 hours.

Skills

Microsoft Office

EMR systems

Phone skills

Customer service

Organizational skills

Multi-tasking

HIPAA compliance

Medical terminology

Communication skills

Health insurance knowledge

HR confidentiality

Education

High School Diploma or equivalent

Some college coursework

Tools

Microsoft Office

EMR systems

Job description

GENERAL SUMMARY

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

Responsibilities include but are not limited to:

• 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.

Job Type

Full-time

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

Responsibilities include but are not limited to:

• 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

• 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.

Education Requirements

High School Diploma or equivalent required.

Some college work preferred.

Experience Requirements

Minimum of 2-3 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%