Healthcare Customer Service Associate

7 hours ago

Hamtramck, Michigan, United States Wayne Health Services Inc Full time
About Wayne Health Services Inc:

We are dedicated to serving a vast number of patients and their families each year, while advancing medical knowledge and practices. Our mission includes developing and educating the next generation of outstanding healthcare professionals.

With numerous locations providing comprehensive health and specialty care, we strive to deliver the most advanced medical services and compassionate, patient-focused care to our community.

Position Overview:
The Patient Service Representative (PSR) is responsible for performing reception and administrative tasks within an outpatient clinic environment. This role involves engaging with patients, families, physicians, and clinical teams to ensure a remarkable experience for all. The PSR warmly welcomes patients and visitors, whether in person or over the phone; manages appointment scheduling, and oversees the check-in and check-out processes.

Key Responsibilities:

Essential Duties:
  • Manage daily operations of the facility, including handling a high volume of incoming calls, making outbound calls, monitoring voicemail, maintaining records, and sorting incoming correspondence.
  • Schedule patient appointments in accordance with established protocols.
  • Communicate appointment details, including date, time, and location, and address any inquiries from patients or their representatives.
  • Maintain a thorough understanding of services offered at each clinic location.
  • Efficiently navigate multiple healthcare platforms while assisting patients promptly.
  • Greet patients upon arrival, verify their identity, and provide necessary information regarding their visit.
  • Confirm patient demographics, insurance details, and other check-in requirements as needed.
  • Collect co-payments and fees for services rendered.
  • Identify patients eligible for financial assistance programs and guide them through the application process.
  • Process payments and manage billing information while adhering to end-of-day closing procedures.
  • Prepare daily reconciliation and bank deposit documentation.
  • Deliver exceptional customer service to enhance the patient and family experience, addressing additional needs courteously and promptly.
  • Maintain a clean and safe workspace and waiting areas for patients.
  • Inform patients of any changes or delays regarding their appointments.
  • Comply with all policies and procedures, including quality and patient safety protocols.
  • Travel to various clinic locations as required.
  • Perform additional duties as assigned.
Qualifications:
  • High School Diploma or equivalent is required.
  • 2-3 years of experience in Medical Billing or a Physician Office setting is preferred.
  • Experience with Electronic Health Record (EHR) systems is necessary.
  • Prior customer service experience is essential.
  • Familiarity with Nextgen or Athena systems is advantageous.
Skills Required:
  • Proficient in Microsoft Excel and Word.
  • Understanding of basic medical terminology.
  • Strong office skills, including typing at least 35 wpm and accurately entering data.
  • High attention to detail is required.
  • Excellent verbal and written communication skills, along with problem-solving abilities.
  • Ability to communicate sensitive financial information effectively.
  • Strong interpersonal skills to foster productive relationships with patients, families, and healthcare professionals.
  • Outstanding customer service skills, utilizing independent thinking and sound judgment.
  • Ability to manage multiple tasks while working independently and collaboratively.
  • Capability to handle stressful situations with professionalism.
  • Knowledge of medical insurance and billing processes.
  • Physical ability to sit for extended periods and lift up to 50 pounds.
  • Demonstrated sensitivity in working with seriously ill patients and their families.
  • Commitment to a patient-centered healthcare delivery system focused on quality and operational excellence.
Safety Compliance:
  • Adhere to departmental health and safety policies and procedures.
Work Environment:
  • This position requires a standard 40-hour work week, with hours determined by departmental needs. Additional hours may be necessary.

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