Patient Services Representative

Nj Retina - Roxbury Township, NJ

Full-time

Roxbury Township, NJ

Ambulatory Health Care Services

About the position

The Patient Services Representative (PSR) plays a crucial role in managing patient interactions and ensuring a smooth patient experience within a healthcare setting. This position involves handling inbound and outbound communications, scheduling appointments, and executing daily workflows related to patient registration and revenue cycle management. The PSR is responsible for verifying patient information, providing financial counseling, and ensuring compliance with HIPAA standards, all while delivering excellent customer service.

Responsibilities

• Manage inbound and outbound patient interactions via telephone, internet, or in-person.
• Schedule patient appointments and manage logistics effectively.
• Execute daily workflows including cancellations, missed visits, and recall processes.
• Perform full registration for patients requesting appointments, ensuring accuracy and adherence to policies.
• Initiate the pre-registration process and verify all demographic and insurance information.
• Obtain and validate legal photo identification and insurance cards before services are rendered.
• Provide patients with information regarding appointments and payment policies.
• Offer upfront financial counseling and establish payment plans as needed.
• Act as a liaison for patients, physicians, and staff to facilitate care.
• Identify and resolve issues in the provision of care and notify appropriate parties of requirements.
• Train other patient services representatives and maintain high customer service standards.

Requirements

• High School Graduate or General Education Degree (GED).
• 2+ years of experience in a patient-facing healthcare function or customer service role preferred.
• Excellent verbal and written communication skills in English; bilingual is a plus.
• Strong critical thinking, analytical, troubleshooting, and problem resolution skills.
• Mathematical and cash management skills.
• Excellent interpersonal skills to work effectively with diverse groups.
• Ability to work as part of a team under minimal supervision in a fast-paced environment.
• Sensitivity and tolerance in stressful situations, safeguarding confidential information according to HIPAA regulations.
• Proficient in Microsoft Office Suite and ability to use multiple electronic systems.

Nice-to-haves

• Bilingual skills are a plus.