Patient Service Rep-Urology

About the role

Department: Urology

Union

Shift: 8-hour Shift - Day (United States of America)

Hours Per Pay Period: 80

Salary Range

$23.44 - $32.82

Job Summary

The Patient Service Representative is the face of Palomar Health Medical Group and is responsible for greeting & checking in patients, answering phones, documenting accurate patient information, and ensuring overall patient flow. The PSR will schedule walk-in appointments, ensure accurate patient insurance information, explain billing procedures, collect co-payments, deductibles and co-insurance, prepare/file patient forms, and process medical records.

To support patient care, service excellence, and operational efficiency, employees may be expected to work in various units, departments, clinics, or locations as assigned. Assignments may change based on staffing levels, patient volume, and organizational needs.

With a friendly disposition and tone, greets and checks in patients when they arrive at the office and/or guides patients through self-service kiosks. Maintains a high-level of customer service with patients and their family members, staff, and providers. Answers heavy volume of calls internally and incoming calls from referring providers; resolves call queries promptly.

Ensures patient completes required forms, obtains necessary signatures, and accurately enters patient information for registration. At time of service, ensures all insurance, personal and health information is verified. Scans insurance card and ID into patient's file.

Responsible for out-bound calling regarding missed appointments, to follow-up with tasked messages, outreach, Medicare wellness visit scheduling, Transact Rx authorizations and referrals. Ensures smooth patient flow by monitoring daily scheduling, scanning lobby for waiting patients, and following-up with Back Office staff as needed. Straightens lobby area to ensure a positive and professional environment for patients.

Collects patient insurance co-payments, co-insurance, deductibles, and prior balances as well as explains payment policy/billing procedures and patient financial responsibility. Prepares and files patient forms while protecting patient personal health information according to HIPAA requirements. Balances daily monies and receipts, ensures accuracy of batch summaries, and creates deposits.

Makes recommendations to improve processes and procedures with a focus on improving patient flow, patient satisfaction, and quality. Monitors, manages, and routes patient portal messages. Serves as department receptionist for outside vendors and contractors.

Ability to speak and read English at a level that is sufficient to satisfactorily perform the essential functions of the position. Knowledge of standard office equipment (i.e., calculator, fax, photocopier) and personal computer and computer software skills (i.e., MS Windows, Excel, Access, Word, PowerPoint, internet, e-mail).

Windows computer skills including proficient use of keyboarding, use of mouse or keys for functions such as selecting items, use of drop-down menus, scroll bars, opening folders, copying and similar operations required upon employment or within the first two weeks of employment to perform the essential functions of the job. Performs other duties as assigned.

Follows Palomar Health Medical Group rules, policies, procedures, applicable laws, and standards. Carries out the mission, vision, and quality commitment of Palomar Health Medical Group.

Minimum Education

High School or equivalent

Minimum Experience

1year experience in a customer service position

Preferred Experience

• 2-3 years, preferably in a medical practice setting. Working knowledge of contracted insurances, patient benefits, and third-party requirements preferred.
• Required License: Not Applicable

Preferred License: Not Applicable

Required Certification: Not Applicable