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 :

Skills and Abilities :

Safety Requirements :

Working Conditions / Schedule :

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