Patient Service Representative II

Description:

Elevate Your Career: Patient Service Representative II

Urologic Consultants is looking for a seasoned professional to join our team in a high-impact role. If you are a medical office veteran who excels at registration and scheduling—and you are looking for an opportunity that offers variety and professional growth—this is the position you’ve been waiting for.

The Opportunity: Variety and Balance

We believe in working hard while we’re here, but we also value a schedule that works for you. This role is designed to keep your work week dynamic:

• Monday - Wednesday: Grand Rapids Office
  
  • 25 Michigan St. NE, Suite 3300, Grand Rapids, MI 49503
• Thursday: Wyoming Office
  
  • 2093 Health Drive SW, Suite 202, Wyoming, MI 49519
• The Friday Schedule: On an as-needed basis. This provides a unique level of flexibility not found in most full-time medical roles.
• The Routine: Work a minimum of 32 hours and a maximum of 40 hours per week, with consistent hours of 8:00 AM – 4:45 PM and a 45-minute lunch.

Why This Role Stands Out

This is more than a standard front-desk position. As a Patient Service Representative II, you serve as an essential resource for our clerical team.

• Expert Resource: Use your deep knowledge of medical office flow to support the staff and help resolve complex patient issues.
• Operational Excellence: Use your expertise to handle registration, insurance verification (HMO, PPO, Medicare), and seamless scheduling with precision.
• Professional Impact: Help us maintain a high standard of patient care while identifying ways to make our processes even better.

What You Bring to the Table

Urologic Consultants are looking for a reliable, top-tier partner. To be successful, you will need:

• Solid Medical Office Experience: You’ve mastered the pace of a busy clinic.
• Strong Technical Skills: High-level registration and scheduling abilities are essential.
• Professionalism: A calm, proactive approach to patient care and team collaboration.

If you are ready to apply your expertise in a role that offers both professional growth and a refreshing schedule, we want to hear from you.

GENERAL SUMMARY

The Patient Service Representative II ensures the patients receive the highest level of customer service and care. The Patient Service Representative II is knowledgeable in the areas of non-clinical support and acts as a resource to patient services staff, providing guidance on more complex issues and concerns. The Patient Service Representative II coordinates clerical tasks including answering the phones, greeting patients/visitors, and scheduling appointments in a professional and timely manner. They are responsible for moving the patients through the intake and checkout process including patient registration, scanning and filing medical records, collecting co-payments, deductibles, and any outstanding balances. The Patient Service Representative II may process referrals and charge entries. They ensure that all procedures are closely followed to create a seamless patient experience between clerical and clinical staff.

ESSENTIAL JOB FUNCTION/COMPETENCIES

Responsibilities include but are not limited to:

• Acts as a resource to patient services staff, providing guidance on more complex issues/concerns.
• Actively participates in problem solving and identifying improvement opportunities.
• Welcomes and greets all patients and visitors, in person or over the phone.
• Registers new patients and updates existing patient demographics by collecting detailed patient information including personal and financial information (ex. co-payments and insurance cards.)
• Collects outstanding patient balances.
• Obtains referrals and authorizations when required.
• Scans incoming faxes, consents, reports, and all other patient information into patient chart.
• Generates batch transmittal reports for each day.
• Facilitates the patient flow by notifying the provider or other medical staff of the patients’ arrival, being aware of delays, and communicating with patients and clinical staff.
• Schedules follow up services and office visits for patients. May also schedule surgery, diagnostic and imaging as needed ensuring proper authorizations are obtained.
• Responds to inquiries by patients, prospective patients, and visitors in a courteous manner.
• Keeps medical office supplies adequately stocked by anticipating inventory needs, placing orders, and monitoring office equipment.
• Protects patient confidentiality, making sure protected health information (PHI) is secured by not leaving PHI in plain sight and logging off the computer before leaving it unattended.
• Ensures proper hand off of responsibilities once their task is completed.
• Meets established attendance criteria and starts work promptly.
• Punctual and dependent for assigned/confirmed shifts.
• Respects and acknowledges the organizations commitment to cultural diversity, which is expressed through behavior, language and actions.
• Consistently demonstrates good use of time and resources.
• Ensuring that all medical records are accurate and complete.
• Supports billing by completing charge entry to ensure billing is achieved within 48 hours and all appropriate procedures are documented and billed for.
• Performs other position related duties as assigned.

CERTIFICATIONS, LICENSURES OR REGISTRY REQUIREMENTS

• N/A

KNOWLEDGE | SKILLS | ABILITIES

• Skill in using computer programs and applications including Microsoft Office. Knowledge in healthcare systems operations and experience in navigating EMRs.
• Ability to answer multiple incoming telephone calls.
• Demonstrate excellent organizational skills, multi-tasked abilities, and the ability to perform well in stressful situations.
• Customer-oriented with ability to remain calm in difficult situations.
• Ability to work independently and manage multiple deadlines.
• Ability to comprehend established office routines and policies.
• Ability to keep financial records and perform mathematical tasks.
• Knowledge of Medical Terminology.
• Excellent verbal and written communication skills.
• Proficient interpersonal relations skills.
• Basic knowledge of health insurance products (HMO, PPO, HSA, Commercial, Medicare etc.).
• Ability to navigate online health insurance portals to verify benefits.
• Regularly adheres and supports compliance and accreditation efforts as assigned including, but not limited to OSHA, HIPAA & CMS guidelines for Parts C & D on General Compliance and Fraud, Waste & Abuse.
• Complies with HR confidentiality standards.

Requirements:

EDUCATION REQUIREMENTS

High School Diploma or equivalent required.

Some college work preferred.

EXPERIENCE REQUIREMENTS

Minimum of 2-3 years’ customer service experience required. Experience in a medical office; specifically, urology, preferred.

Basic knowledge and understanding of CPT procedure coding and ICD-10 diagnostic coding preferred.

REQUIRED TRAVEL

N/A

PHYSICAL DEMANDS

Carrying Weight

Frequency

1-25 lbs.

Frequent from 34% to 66%

26-50 lbs.

Occasionally from 2% to 33%

Pushing/Pulling

Frequency

1-25 lbs.

Seldom, up to 2%

100 + lbs.

Seldom, up to 2%

Lifting - Height, Weight

Frequency

Floor to Chest, 1 -25 lbs.

Occasional: from 2% to 33%

Floor to Chest, 26-50 lbs.

Seldom: up to 2%

Floor to Waist, 1-25 lbs.

Occasional: from 2% to 33%

Floor to Waist, 26-50 lbs.

Seldom: up to 2%