Patient Service Representative

About Us

Serving one million patients and their families annually. Advancing medical knowledge, technologies and practices. Developing and educating the next generation of exceptional health care professionals.

With more than 100 locations in hospital-based clinics, outpatient health and specialty care centers, we provide the most advanced medicine and thoughtful, patient-centric care to the greater metro-Detroit community.

Job Summary

The Patient Services Representative (PSR) performs reception and administrative duties in an outpatient clinic settings. Interact with patients, guests, families, Physicians, and other members of the clinical teams to create an exceptional patient and family experience. The Patient Services Representative (PSR) greets patients and guests in a courteous manner whether via telephone contact or in person; schedules appointments, completes check-in and check-out processes for patients; answers phone calls and documents messages, obtains and verifies accurate identification and demographical data for the patient’s permanent medical record.

Job Description

Essential Duties and Responsibilities

• Perform day-to-day operations of the facility and general office duties including: answering a high volume of inbound calls, placement of outbound calls, monitoring of voicemail, recordkeeping, file maintenance, sorting and distribution of incoming mail and facsimiles
• Schedule patient appointments according to defined protocols
• Inform patient of appointment date, arrival time, and location; answer any questions the patient or patient representative may have
• Maintain an understanding of services provided by provider at each location
• Efficiently types, talks and navigates multiple healthcare platforms and reference material at the same time to assist the patient 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, physician referrals and other check-in procedures as directed
• Collect co-payments, fees for services and past due balances
• Identify patients eligible for self-pay and sliding fee scale discounts, federal grant funding, financial assistance and budget plans. Following WSUPG policy, the PSR will provide applications, review documentation, and enroll patient in eligible plan, as appropriate
• 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 to deliver a positive patient and family experience, identify and respond to any additional needs in a courteous and timely manner, treat others with care and respect while maintaining privacy and confidentiality at all times
• Maintain a safe and clean work space and patient waiting areas
• Inform patients of any delays or changes in appointment status
• Adhere to policies and procedures including quality and patient safety protocols, verification of benefit eligibility, pre-authorization requirements, payment collections, no shows, etc. as required
• Travel to other WSUPG clinic locations as needed
• Performs other duties as assigned

Education, Licensure/Certification, and Training

• High School Diploma or equivalent required
• Minimum 2-3 years 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

• Have a strong working knowledge of Microsoft Excel and Word
• Knowledge of basic medical terminology
• Basic office skills including typing 35 wpm and accurately enter 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 and other people both inside and outside the clinical practice area
• Excellent customer service skills including the ability to use independent thinking, sound judgement and creativity when resolving customer issues or concerns
• 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 period of times and lift up to 50 pounds
• Requires sensitivity to work with seriously ill patients and their families
• Commitment to a patient-centric, efficient health care delivery system that focuses on quality, safety and operational excellence

Safety Requirements

• Compliance with Departmental Health and Safety policies and procedures

Working Conditions/Schedule

• 40- hour work week, hours and days to be determined by the business needs of the department. Additional hours may be required

Wayne Health is an EEO/AA/Veteran/Disability Employer