Patient Services Representative - Call Center

PACKARD HEALTH INC; Ann Arbor (MI); On-site; USD 53,010,000 - 55,875,000; Full time

Job summary

Packard Health in Ann Arbor, MI is seeking an Entry-level Customer Service/Office Assistant to be the first contact for patients and external customers. You will greet visitors, collect information, and help ensure smooth patient flow and accurate billing.

Responsibilities include verifying insurance eligibility, collecting copays, answering phones, and scheduling appointments. You may assist with referrals and coordinating visits, while maintaining confidentiality and working as part of a

Qualifications

• High School Diploma or GED required.
• 1–2 years of medical office or customer service experience preferred.
• English and Spanish language skills preferred.

Responsibilities

• Greet patients and assist with services, ensuring smooth office flow.
• Verify insurance eligibility and prepare patient charts.
• Collect copays and balances; answer phones; schedule appointments.
• Support other Packard Health clinics as needed.
• Maintain patient confidentiality and handle information securely.

Skills

Communication skills

Customer service

Teamwork

Confidentiality

Time management

Education

High School Diploma or GED

Tools

Electronic medical records (EMR)

Microsoft Word & Excel

Windows OS

Job description

Job Details

Level: EntryJob Location: Ann Arbor, MI 48108Position Type: Full TimeEducation Level: High School/GEDSalary Range: $18.50 - $19.50 HourlyTravel Percentage: NegligibleJob Shift: DayJob Category: Customer Service

Summary/objective

Serves as a first point of contact for patients and external customers in the office and on the phone. Greets and assists customers in obtaining needed services within the office. Obtains and communicates necessary patient and office visit information to facilitate efficient patient flow through the office and appropriate billing for services. Must have exceptional communication skills and working in a team environment.

Essential functions

• Greets all individuals arriving at the office in a professional manner reflecting the mission and philosophy of Packard Health.


• Obtains necessary patient registration information, verifies patient insurance eligibility and prepares charts for visits.


• Collects copays and balances.


• Answers telephone.


• Schedules appointments.


• Assists with scheduling outside appointments or testing.


• Assists with processing insurance referrals.


• Attend meetings and training as assigned.


• May be required to support other Packard Health clinics as needed.


• Performs other duties as assigned.

Competencies

• Excellent written (legible), verbal and face-to-face communication skills, including proper phone etiquette.


• Proficient/knowledgeable in patient care procedures and organizational policies related to position responsibilities.


• Service-oriented; responsive to customer needs and courteous in approach.


• Proficient in operating a standard desktop and Windows-based computer system, including but not limited to, electronic medical records, Microsoft Word /Excel, intranet and computer navigation.


• Ability to compute mathematical calculations.


• Ability to work collaboratively in a team-oriented environment.


• Ability to work effectively with various levels of organizational members and diverse populations including Packard Health staff, patients, family members, vendors, outside customers and couriers.


• Ability to cross-train in other areas of the organization in order to achieve smooth flow of all operations.


• Good organizational and time management skills to effectively juggle multiple priorities and time constraints.


• Ability to exercise sound judgment and problem-solving skills.


• Ability to handle patient and organizational information in a confidential manner.


• Ability to travel to other Packard Health Offices and meeting locations.

Physical demands

• Physical activity that often requires keyboarding, filing and phone work.


• Physical activity that often requires extensive time working on a computer.


• Physical activity that sometimes requires walking, standing, bending, stooping, reaching, and/or twisting.


• Physical activity that sometimes requires lifting, pushing and/or pulling under 20 lbs.


• Specific vision abilities required include close vision, depth perception, peripheral vision and the ability to adjust and focus.


• Must hear and speak well enough to conduct business over the telephone or face to face for long periods of time in English.

QualificationsRequired education and experience

• EDUCATION: High School Diploma or GED


• MINIMUM EXPERIENCE: 1-2 years of experience in a medical or physician office or customer service environment preferred.

Preferred education and experience

Language proficiency in English and Spanish preferred