Patient Services Associate - Otolaryngology

Ohio State University Physicians; Columbus (OH); On-site; USD 23,000 - 34,000; Full time

Benefits offered by this job

Flexible benefits

Health, dental, vision coverage

Retirement plans

Job summary

Ohio State University Physicians (OSUP) is seeking a Lead Patient Support Specialist to coordinate and provide patient support services across multiple locations. You will greet patients, manage check-in/check-out, and ensure accurate demographic and insurance data in EMR/paper charts, while supporting scheduling and payments.

The role requires strong customer service, problem-solving, and communication skills; familiarity with EMR systems; and willingness to travel to support staffing across

Qualifications

• High School diploma or equivalent.
• One year of customer service experience.
• Ability to convey information both in writing and verbally.
• Must have high level of interpersonal skills to handle sensitive and confidential situations while providing exceptional customer service.

Responsibilities

• Greets patients and visitors, registers and check-in patients, updates patient demographics and insurance coverage in computer system.
• Answers patient calls, takes, and relays messages or scripted care directions; responds to patient and staff inquiries, and communicates with referring physician offices.
• Performs check-out processes inclusive but limited to co-pay collections, scheduling return visits, providing the after-visit summary, and ensuring that follow-up tests have been ordered or scheduled (where applicable). Appropriately documents such activities.
• Monitors length of patient’s wait and notifies the appropriate party of excessive wait times as defined by clinic.
• Opens and routes incoming mail; distributes correspondence, reports and office supplies; mails out form letters.
• Requests and handles referrals and medical records from referring offices for new patient appointments.
• Schedules appointments when directed.
• Where assigned, maintains the cash drawer, reconciles daily cash, and prepares bank deposits.
• Contacts insurance companies and obtains registration or procedural pre-certifications as required by the patient’s healthcare insurance or managed care providers as assigned.
• Ability to perform functions using job-related software and systems.
• Travel may be required to accommodate staffing levels at other clinical facilities.
• Attendance, promptness, professionalism, the ability to pay attention to detail, cooperativeness with co-workers and supervisors, and politeness to customers, vendors, and patients.
• Other duties or special projects as assigned.

Skills

Customer service

Problem solving

Multi-tasking

Verbal & written comms

Education

High School diploma or equivalent

Job description

Overview

Looking to join and lead a dynamic team at Ohio State University Physicians where excellence meets compassion?

Who we are

With over 100 cutting-edge outpatient center locations, dedicated to providing exceptional patient care while fostering a collaborative work environment, our buckeye team includes more than 1,800 nurses, medical assistants, physicians, advanced practice providers, administrative support staff, IT specialists, financial specialists and leaders that all play an important part. As an employee of Ohio State University Physicians (OSUP), you'll be an integral part of a team committed to advancing healthcare, education, and professional growth.

Our culture

At OSUP, we foster a culture grounded in the values of inclusion, empathy, sincerity, and determination. We meet our teams where they are, coming together to serve each other and our community.

Our benefits

We know that having options and robust benefit plans are important to you. OSUP prioritizes the wellbeing of our team and that’s why we offer our employees a flexible, competitive benefit package. In addition to medical, dental, vision, health reimbursement accounts, flexible spending accounts, and retirement, we also offer an employee assistance program, paid time off, holidays, and a wellness program designed to support our employees so they can live their best lives. As an OSUP employee, you will be eligible for these various benefits depending on your employment status.

Responsibilities

Purpose:The PSAs will coordinate and provide patient support services such as answering phones, directing calls, greeting patients/visitors, maintaining patient medical records via EMR or paper charts, assisting with patient scheduling, performing office functions, and handling patient payments as applicable. In addition to the above, the Lead positions will also assist management in leading the day-to-day operations.

• Greets patients and visitors, registers and check-in patients, updates patient demographics and insurance coverage in computer system.

• Answers patient calls, takes, and relays messages or scripted care directions; responds to patient and staff inquiries, and communicates with referring physician offices.

• Performs check-out processes inclusive but limited to co-pay collections, scheduling return visits, providing the after-visit summary, and ensuring that follow-up tests have been ordered or scheduled (where applicable). Appropriately documents such activities.

• Monitors length of patient’s wait and notifies the appropriate party (i.e., nurse, lead or manager) of excessive wait times as defined by clinic.

• Opens and routes incoming mail; distributes correspondence, reports and office supplies; mails out form letters. Tracks and records patient information or program data where applicable.

• Requests and handles referrals and medical records from referring offices for new patient appointments.

• Schedules appointments when directed.

• Where assigned, maintains the cash drawer, reconciles daily cash, and prepares bank deposits. Accurately completes necessary paperwork to facilitate and track deposits.

• Contacts insurance companies and obtains registration or procedural pre-certifications as required by the patient’s healthcare insurance or managed care providers as assigned.

• Ability to perform functions using job-related software and systems.

• Travel may be required to accommodate staffing levels at other clinical facilities.

• Attendance, promptness, professionalism, the ability to pay attention to detail, cooperativeness with co-workers and supervisors, and politeness to customers, vendors, and patients.

• Other duties or special projects as assigned.

Qualifications

• High School diploma or equivalent
• One year of customer service experience
• Skill in problem solving, and ability to manage multiple priorities
• Ability to convey information both in writing and verbally.
• Must have high level of interpersonal skills to handle sensitive and confidential situations while providing exceptional customer service.

Pay Range

USD $16.93 - USD $25.39 /Hr.