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