Patient Services Representative

Job Description

Description:

We are seeking a friendly and professional Patient Services Representative to join our outpatient clinic in Jamestown, NY.

Roswell Park Care Network is a recognized leader in oncology and specialty care, supporting community physician practices across New York State. We are committed to delivering exceptional patient care while advancing innovative treatment options in a collaborative and patient-focused environment.

Comprehensive Benefits:

Monday-Friday schedule

Medical, dental, and vision coverage

Employer funded Health Reimbursement Account (HRA)

401(k) with company match

Generous vacation and sick time

Company-paid life insurance

11 paid Holidays

As the Patient Service Representative (PSR), you will serve as the initial point of contact for patients, providing administrative and customer service support. Tasks will include scheduling appointments, managing patient information, processing payments, and ensuring smooth communication between patients and medical staff. PSRs play a crucial role in creating a positive patient experience and maintaining efficient healthcare operations.

Responsibilities:

Medical receptionist

Greet and welcome all patients: Creating a friendly and welcoming environment is paramount, setting the tone for the entire patient visit. This involves greeting patients and visitors in person and over the phone professionally.

Announces patients, visitors as needed with sensitivity.

Interact with fellow workers in a way that promotes a respectful and cooperative working environment

Assists nurses, physicians, and other clinical and/or medical staff l with administrative support

Accurately and efficiently respond to tasks received from providers, other office staff, and billing

Open and close the patient waiting room

Utilize spare time in work related activities which contribute to the clinic's needs

Must adhere to policies, procedures and regulations as outlined in the office policy and procedures manual

Registration and Information Management

Register patients using EMR.

Coordinates and prepares patient’s appointments and itinerary

Check insurance eligibility and verification on every patient

Collect and scan insurance and other required documents

Check report to ensure coverage and proper co-pay collection

Confirm insurance eligibility and verification prior to scheduling new patient appointments

New patient intake including entry into EMR

Verify and update patient demographic and insurance details at each visit.

Collect identification and insurance cards, copying or scanning them for the patient's record.

Scan other relevant patient information into the Electronic Medical Record (EMR).

Enters data from source documents into computer following format displayed on screen and enters necessary codes; compiles, sorts and verifies accuracy of data to be entered; responds to inquiries regarding entered data and makes corrections as necessary

Retrieves patient records, test results and/or charts from outside sources

Prepares paperwork and patient records related to their area of responsibility

Financial Responsibilities

Collect co-pays and past due balances on patient accounts. Process payments and issue receipts. Handle insurance inquiries and verify insurance eligibility.

Appointment Management

Optimize provider schedules by efficiently scheduling and confirming appointments. Answer phones, taking messages, and making appointments.

Calling and rescheduling cancellations.

Monitor’s voicemails and returns calls

Creates reminder calls

Patient Support and Communication

Answer patient inquiries, provide general information, and address concerns. Help patients complete medical forms and guiding them on next steps. Ensure patient privacy and confidentiality, following HIPAA regulations.

Invites every patient to join the patient portal and includes proper paperwork and education to the patient

Act as a liaison between patients and healthcare providers.

Maintain and update patient records. Maintain office inventory and equipment, including ordering supplies. Maintain cleanliness and organization of the reception area.

Creates and mails patient letters (no show and 3 call attempt)

Provides assistance to patients and family members; refers questions to the appropriate department or individual

Maintains, sorts, files, and obtains patient records, files and/or charts

OTHER DUTIES & RESPONSIBILTIIES

Backup for Medical Records

Assists in training other staff members on the appropriate use of equipment, office systems and work procedures as requested

Assists other departments with administrative duties, as requested

Prepares other written documentation as required by the profession and the department; maintains, distributes, analyzes and projects information for required records, reports and statistics, as directed

Update HealtheLink, as requested

Enhances professional growth and development by participating in educational programs, reading current literature, and participating in in-service meetings and workshops.

Performs other related duties as assigned or requested

Requirements:

Education/Experience:

High School diploma or G.E.D. and the equivalent of one (1) year of full-time clinical or administrative health care experience; or

High School diploma or G.E.D. and the equivalent of six (6) months of full-time RPCI Oncology, PC clinical or administrative health care experience.

Must have one (1) year customer service experience in an office setting, preferably with patients

Successful completion of an accredited medical office assistant education program preferred

Must have experience working in Windows and with MS Office software

Full-time