Patient Service Representative - Ophthalmology

Position Summary

The Patient Service Representative (PSR) is responsible for a variety of administration functions, including greeting patients/families, scheduling appointments and tests in an efficient and timely manner, answering the telephone promptly and dealing with the caller’s needs in a professional manner, collecting cash payments, issuing receipts and posting payments, and daily extensive computer use navigating multiple applications. The PSR maintains an efficient patient flow through the registration process and provides excellent customer service to patients and families.

This position is eligible for an annual bonus of up to $6,000.

• Greets visitors, patients, and families in a friendly professional manner and directs them appropriately.
• Communicates proactively with co‑workers, physicians and patients regarding registration related information.
• Informs patients of delays in physician schedules.
• Posts all self‑pay charges, collects payments, and provides patients with receipts.
• Accurately reconciles daily payments.
• Opens and closes batches properly, accurately reconciles collections, prepares deposits and documents corrections.
• Scans the insurance card, processes insurance verifications utilizing the online system, and updates the patient account.
• Obtains, verifies and updates patient information including demographics, insurance, HIPAA forms and financial waivers.
• Accurately explains and completes any/all necessary forms for the patient, obtains and witnesses necessary signatures.
• Demonstrates a working knowledge of the insurance grid for all services performed; explains par and non‑par insurance plans.
• Appropriately refers applicable patients to financial counselors.
• Schedules appointments accurately according to department guidelines, using waitlists when applicable.
• Schedules and enters orders for diagnostic tests and procedures, following all appropriate workflows.
• Reconciles billing slips to daily schedule.
• Performs various clerical duties such as faxing, photocopying, scanning, filing and mailings.
• Effectively communicates problems, concerns, or issues to the Office Supervisor/Manager appropriately and promptly.
• Promptly answers the telephone, directs all calls appropriately, takes an accurate message and delivers it to the appropriate individual, demonstrating appropriate etiquette.
• Confirms future appointments as needed.
• Reviews eligibility and phone reports.
• Demonstrates flexibility with various work schedules, covering for other staff when asked, including other office locations.
• Has working knowledge of management of workflow dashboard.
• Demonstrates the ability to adequately follow downtime procedures.
• Recognizes and performs duties which need to be performed although not directly assigned.

• Other duties as assigned.

• High School Graduate/GED/Equivalent required.
• Vocational / Technical School / Diploma Program preferred.
• Associate’s Degree preferred.
• 0‑1 year of experience required.
• 2‑4 years of experience preferred.
• Ability to communicate in English, both orally and in writing, required.
• Ability to organize and perform multiple tasks in a timely manner, required.
• Basic proficiency in computer use, required.
• Knowledge of medical office terminology, preferred.
• Ability to commute to satellite offices as needed, required.
• Proficiency with standard office equipment (phone, fax, copy machine, scanner, e‑mail/voice mail) and standard office technology in a Windows‑based environment, EHR, Practice Management System, and Departmental/Ancillary Systems.

Participation in VillageMD’s benefit platform includes medical, dental, life, disability, vision, FSA coverages and a 401(k) savings plan.

Our Company provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to, and does not discriminate on the basis of, race, color, religion, creed, gender/sex, sexual orientation, gender identity and expression (including transgender status), national origin, ancestry, citizenship status, age, disability, genetic information, marital status, pregnancy, military status, veteran status, or any other characteristic protected by applicable federal, state, and local laws.