Patient Service Representative II PRN

Michigan Institute Of Urology; Utica (MI); On-site; USD 35,000 - 45,000; Full time

Job summary

The Michigan Institute Of Urology is looking for a Patient Service Representative II in Utica, Michigan. This role focuses on providing excellent customer service to patients and supporting the patient services team in various tasks, including handling patient intakes and scheduling appointments.

Qualified candidates should have a high school diploma and at least 2–3 years of customer service experience, with a preference for medical office experience, and must be proficient in Microsoft Office. The position demands strong organizational skills and the ability to multitask effectively.

Qualifications

• Minimum of 2–3 years of customer service experience required, preferably in a medical office.
• Familiarity with CPT and ICD-10 coding preferred.
• Some college work preferred.

Responsibilities

• Ensure patients receive high customer service and care.
• Act as a resource to patient services staff.
• Facilitate patient flow by notifying providers of patient arrivals.

Skills

Customer service experience

Microsoft Office proficiency

Excellent organizational skills

Medical terminology knowledge

Multitasking ability

Education

High School Diploma or equivalent

Tools

EMR systems

Job description

General Summary

The Patient Service Representative II ensures patients receive the highest level of customer service and care. The role is knowledgeable in non‑clinical support, acting as a resource to patient services staff and providing guidance on complex issues. Responsibilities include answering phones, greeting patients and visitors, scheduling appointments, handling patient intake and checkout processes, collecting co‑payments and any outstanding balances, processing referrals and charge entries, and ensuring seamless communication between clerical and clinical staff.

Essential Job Functions

• 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 (e.g., 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 the patient chart.
• Generates batch transmittal reports for each day.
• Facilitates the patient flow by notifying the provider or other medical staff of the patient’s 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, ensuring 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 dependable for assigned/confirmed shifts.
• Respects and acknowledges the organization’s commitment to cultural diversity, expressed through behavior, language, and actions.
• Consistently demonstrates good use of time and resources.
• Ensures 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.
• Performs other position‐related duties as assigned.

Requirements

Education

High School Diploma or equivalent required. Some college work preferred.

Experience

Minimum of 2–3 years of customer service experience required. Experience in a medical office, specifically urology, preferred. Basic knowledge of CPT and ICD‑10 coding preferred.

Skills & Abilities

• Proficient with Microsoft Office and healthcare systems, including EMR navigation.
• Ability to answer multiple incoming telephone calls.
• Excellent organizational skills, multitasking, and ability to perform well in stressful situations.
• Customer‑oriented, remaining 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, including OSHA, HIPAA, and CMS guidelines.
• Compliance with HR confidentiality standards.

Certifications

N/A

Travel

N/A

Physical Demands

• Carrying weight: 1–25 lbs frequently (34–66% of the time); 26–50 lbs occasionally (2–33%).
• Pushing/Pulling: 1–25 lbs seldom (up to 2%); 100+ lbs seldom (up to 2%).
• Lifting – Height, Weight: Floor to chest 1–25 lbs occasionally (2–33%); 26–50 lbs seldom (up to 2%). Surface to waist 1–25 lbs occasionally (2–33%); 26–50 lbs seldom (up to 2%).