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Patient Service Representative

2 months ago

Dearborn, Michigan, United States Wayne State University Physician Group Full time
Job Summary:

The Patient Services Representative (PSR) plays a vital role in delivering exceptional patient and family experiences in an outpatient clinic setting. This individual will interact with patients, guests, families, physicians, and other clinical team members to create a positive and memorable experience.

Key Responsibilities:
  • Perform day-to-day operations of the facility and general office duties, including answering high volumes of inbound calls, scheduling appointments, and maintaining accurate records.
  • Schedule patient appointments according to defined protocols and inform patients of appointment details, arrival times, and locations.
  • Maintain an understanding of services provided by providers at each location and efficiently navigate multiple healthcare platforms to assist patients in a timely manner.
  • Greet patients and guests upon arrival, confirm identity, and provide necessary information related to their visit.
  • Confirm patient demographics, insurance information, prior authorizations, and other check-in procedures as directed.
  • Collect co-payments, fees for services, and past due balances, and identify patients eligible for self-pay and sliding fee scale discounts.
  • Post payments, process billing information, and follow end-of-day closing procedures.
  • Prepare reconciliation and bank deposit forms on a daily basis.
  • Provide excellent customer service, deliver a positive patient and family experience, and maintain a safe and clean work space and patient waiting areas.
  • Inform patients of any delays or changes in appointment status and adhere to policies and procedures, including quality and patient safety protocols.
  • Travel to other WSUPG clinic locations as needed and perform other duties as assigned.
Requirements:
  • High School Diploma or equivalent required.
  • Minimum 2-3 years of medical billing or physician office experience.
  • EHR system experience required.
  • Previous experience in a customer service position.
  • Previous experience with Nextgen or Athena systems.
Skills and Abilities:
  • Strong working knowledge of Microsoft Excel and Word.
  • Knowledge of basic medical terminology.
  • Basic office skills, including typing 35 wpm and accurately entering alpha-numeric data.
  • Requires a high level of attention to detail.
  • Possess excellent verbal, written communication, and problem-solving skills.
  • Ability to communicate sensitive financial information.
  • Excellent interpersonal skills necessary to establish and maintain productive working relationships with physicians, patients, and their families.
  • Ability to multi-task and effectively work independently and with a team.
  • Deal with stressful situations while maintaining a high quality of professionalism.
  • Knowledge of medical insurance and medical office billing.
  • Ability to sit for long periods of time and lift up to 50 pounds.
  • Requires sensitivity to work with seriously ill patients and their families.