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:
High School Diploma or equivalent required
Minimum 2-3 years Medical Billing or Physician Office experience
EHR system experience required
Previous experience in a customer service position
Previous experience with Nextgen or Athena systems
Skills and Abilities:
Have a strong working knowledge of Microsoft Excel and Word
Knowledge of basic medical terminology
Basic office skills including typing 35 wpm and accurately enter alpha numeric data
Requires a high level of attention to detail
Possess excellent verbal, written communication and problem-solving skills
Ability to communicate sensitive financial information
Excellent interpersonal skills necessary to establish and maintain productive working relationships with physicians, patients and their families and other people both inside and outside the clinical practice area
Excellent customer service skills including the ability to use independent thinking, sound judgement and creativity when resolving customer issues or concerns
Ability to multi-task and effectively work independently and with a team
Deal with stressful situations while maintaining a high quality of professionalism
Knowledge of medical insurance and medical office billing
Ability to sit for long period of times and lift up to 50 pounds
Requires sensitivity to work with seriously ill patients and their families
Commitment to a patient-centric, efficient health care delivery system that focuses on quality, safety and operational excellence
Safety Requirements:
Compliance with Departmental Health and Safety policies and procedures
Working Conditions/Schedule:
40-hour work week, hours and days to be determined by the business needs of the department. Additional hours may be required
Wayne Health is an EEO/AA/Veteran/Disability Employer
Skills Required
- High school diploma or equivalent
- 2-3 years of medical billing or physician office experience
- Experience with an EHR system
- Previous customer service experience
- Previous experience with NextGen or athenahealth systems
- Working knowledge of Microsoft Excel and Word
- Basic medical terminology knowledge
- Typing speed of 35 words per minute and accurate alphanumeric data entry
- Knowledge of medical insurance and medical office billing
- Excellent verbal and written communication, interpersonal, customer service, and problem-solving skills
- Ability to multitask and work independently and as part of a team
- Ability to sit for long periods and lift up to 50 pounds
What We Do
Wayne State University Physician Group, now operating as Wayne Health, is a Detroit-headquartered nonprofit, multispecialty academic group practice. It brings together more than 400 physicians and advanced practice providers across 50 specialties, delivering primary and specialty care throughout southeastern Michigan. Affiliated with Wayne State University School of Medicine, the organization also advances biomedical research, medical education, population health, and community partnerships.
