Sr Patient Service Rep

Westchester Medical Center Health Network; Town of Mount Pleasant (NY); On-site; USD 45,000 - 65,000; Full time

Job summary

Westchester Medical Center Health Network seeks a Senior Patient Service Representative to greet patients, manage scheduling and data updates, and coordinate with medical staff to ensure a smooth patient experience.

The role involves handling calls, arranging referrals, and providing translation for non-English speaking patients, while maintaining accuracy in EMR documentation and cash handling procedures.

Qualifications

• Minimum of two (2) years of customer service and/or medical office experience.
• High school diploma or equivalent required; associates degree preferred.
• Proficiency in Microsoft Office (Outlook, Word, Excel, and Power Point).

Responsibilities

• Greets arriving patients, verifies appointment information, and notifies nursing staff.
• Registers new patients and assists with forms.
• Verifies and updates patient information in the EMR system.
• Schedules future appointments based on procedure type and provider schedules.
• Screens and routes calls; uses triage system for patient-related calls.
• Performs Surgical Scheduler duties as needed.
• Manages referrals and insurance pre-certifications.
• Accepts payments and reconciles cash drawer daily.
• Monitors patient flow from lobby to exam room and communicates delays.
• Provides translation for non-English speaking patients.
• Creates correspondence for no-show patients per policy.
• Receives deliveries and performs general office duties.
• Trains and educates patient service representatives to improve performance.
• Maintains professional appearance and confidentiality.

Skills

Customer service

Interpersonal skills

Bilingual English/Spanish

Education

High school diploma or equivalent

Associates degree preferred

Tools

Microsoft Office (Outlook, Word, Excel, PowerPoint)

Job description

Job Summary: The Senior Patient Service Representative is responsible for greeting patients and working with them in person, on the phone, or through electronic correspondence to meet their needs regarding scheduling, updating pertinent information, checking in and out, and acting as a liaison in reporting any patient suggestions to management. The Senior Patient Service Representative also acts as a liaison between the patient service representatives and management.

Responsibilities

• Greets arriving patients, verifies appointment information, and notifies nursing staff in accordance with policies and procedure.


• Registers new patients and assists them in completion of necessary forms.


• Verifies and updates current patient information (demographic, financial, clinical) in the EMR system


• Scans completed forms, identification, and insurance cards into patient documents folder.


• Schedules future appointments based on procedure type, time requirements, and provider schedules.


• Receives, screens, and routes calls to the appropriate destination if necessary. Utilize triage system for all patient related calls, in accordance with triage procedures.


• Performs the functions of a Surgical Scheduler as needed and requested by management.


• Initiates, issues, and verifies patient referrals. Initiates and receives insurance authorization/pre-certifications as necessary.


• Accepts payments, issues receipts, and reconciles cash drawer daily.


• Monitor the patient flow from lobby to the exam room, making sure patients are seen in a timely manner. Communicate with patients if there are any delays in patient care


• Provides translation for non-English speaking patients, their families, and staff if bilingual.


• Create correspondence to patients who failed to keep appointments in accordance with policy and provider request.


• Accept deliveries of medical/office supplies and mail.


• Perform general office duties, such as document preparation, scanning, mailing, and filing.


• Manage, train, and educate patient service representatives to continually improve performance and skill level.


• Maintains a professional appearance and a clean, safe environment.


• Respects patients by recognizing their rights; maintaining confidentiality.


• Utilizes technology, including specialized software as applicable, to maximize productivity.


• Develops and maintains electronic files as necessary.


• Exhibits excellent interpersonal skills; provides customer service; assists other support staff as necessary; collaborates with all levels of internal leadership, management, and staff as well as outside clients, vendors, and other external parties.


• Other duties as assigned.

Qualifications/Requirements

Experience: Minimum of two (2) years of customer service and/or medical office experience required.

Education: High school diploma or equivalent required. Associates degree from an accredited institution preferred.

Licenses / Certifications

Other: Bilingual (English/Spanish) candidates preferred, but not required.

Proficiency in Microsoft Office (Outlook, Word, Excel, and Power Point).