Join a Premier Surgical Team in Utica: Patient Service Representative I

Are you an experienced medical office professional looking for a stable, fast-paced role in a state-of-the-art environment? Michigan Surgical Utica is seeking a dedicated Patient Service Representative I to join our busy ambulatory surgery center.

If you are looking for a professional "home" that offers a consistent Monday–Friday schedule and values your contribution to the patient experience, we want to hear from you.

The Michigan Surgical Advantage

• Location: Conveniently located at 11051 Hall Road, Suite 100, Utica, Michigan 48317.
• The Schedule: Monday through Friday, 7:30 AM – 4:30 PM (40–42 hours per week). No nights, no weekends, and no holidays.
• The Environment: Work in a high-volume, modern surgical center where efficiency and top-tier patient care go hand-in-hand.

Essential Responsibilities

As a Patient Service Representative I, you will ensure our patients receive the highest level of care through seamless administrative coordination:

• Patient Intake & Flow: Welcome patients, manage registration, update demographics, and notify clinical staff of arrivals to keep the center running on time.
• Financial Coordination: Collect co-payments, deductibles, and outstanding balances. Verify insurance benefits (HMO, PPO, HSA, Medicare, etc.) using online portals. Provide support to the insurance department when required.
• Clinical Support: Obtain necessary referrals and authorizations. Schedule follow-up visits, surgeries, and diagnostic imaging. Assist with patient reminder calls the day before procedures.
• Records & Document Management: Accurately scan and upload documents into the SIS system. Maintain all pathology and laboratory reports, including managing incoming fax and mail correspondence. Process all medical records requests.
• Billing Support: Support the billing team by completing charge entries within 48 hours to ensure accuracy.
• Compliance: Maintain strict HIPAA standards to protect patient confidentiality and adhere to OSHA and CMS guidelines.

Qualifications & Skills

• Experience: Minimum 2–3 years of experience in a medical office (Urology or Surgical experience is a significant plus).
• Technical Savvy: Skilled in EMR navigation (SIS experience a plus), Microsoft Office, and health insurance portals.
• Knowledge: Basic understanding of Medical Terminology, CPT procedure coding, and ICD-10 diagnostic coding.
• Professionalism: Ability to manage multiple phone lines, remain calm in stressful situations, and work independently to meet deadlines.
• Education: High School Diploma or equivalent required.

Benefits Package

• Financial Security: 401(k) Retirement Plan.
• Health & Wellness: Comprehensive Health, Dental, and Vision insurance.
• Work-Life Balance: Generous Paid Time Off (PTO), Paid Sick Time, and Paid Holidays.

Ready to join our Utica team?

Apply today to take the next step in your career at a center that values professionalism and employee well-being.

GENERAL SUMMARY 

The Patient Service Representative II ensures the patients receive the highest level of customer service and care. The Patient Service Representative II is knowledgeable in the areas of non-clinical support and acts as a resource to patient services staff, providing guidance on more complex issues and concerns. The Patient Service Representative II coordinates clerical tasks including answering the phones, greeting patients/visitors, and scheduling appointments in a professional and timely manner. They are responsible for moving the patients through the intake and checkout process including patient registration, scanning and filing medical records, collecting co-payments, deductibles, and any outstanding balances. The Patient Service Representative II may process referrals and charge entries. They ensure that all procedures are closely followed to create a seamless patient experience between clerical and clinical staff.  

ESSENTIAL JOB FUNCTION/COMPETENCIES

Responsibilities include but are not limited to:

• Acts as a resource to patient services staff, providing guidance on more complex issues/concerns.
• Actively participates in problem solving and identifying improvement opportunities.
• Welcomes and greets all patients and visitors, in person or over the phone.
• Registers new patients and updates existing patient demographics by collecting detailed patient information including personal and financial information (ex. co-payments and insurance cards.)
• Collects outstanding patient balances.
• Obtains referrals and authorizations when required.
• Scans incoming faxes, consents, reports, and all other patient information into patient chart.
• Generates batch transmittal reports for each day.
• Facilitates the patient flow by notifying the provider or other medical staff of the patients’ arrival, being aware of delays, and communicating with patients and clinical staff.
• Schedules follow up services and office visits for patients. May also schedule surgery, diagnostic and imaging as needed ensuring proper authorizations are obtained.
• Responds to inquiries by patients, prospective patients, and visitors in a courteous manner.
• Keeps medical office supplies adequately stocked by anticipating inventory needs, placing orders, and monitoring office equipment.
• Protects patient confidentiality, making sure protected health information (PHI) is secured by not leaving PHI in plain sight and logging off the computer before leaving it unattended.
• Ensures proper hand off of responsibilities once their task is completed.
• Meets established attendance criteria and starts work promptly.
• Punctual and dependent for assigned/confirmed shifts.
• Respects and acknowledges the organizations commitment to cultural diversity, which is expressed through behavior, language and actions.
• Consistently demonstrates good use of time and resources.
• Ensuring that all medical records are accurate and complete.
• Supports billing by completing charge entry to ensure billing is achieved within 48 hours and all appropriate procedures are documented and billed for.
• Performs other position related duties as assigned.

CERTIFICATIONS, LICENSURES OR REGISTRY REQUIREMENTS

• N/A

KNOWLEDGE | SKILLS | ABILITIES

• Skill in using computer programs and applications including Microsoft Office. Knowledge in healthcare systems operations and experience in navigating EMRs.
• Ability to answer multiple incoming telephone calls.
• Demonstrate excellent organizational skills, multi-tasked abilities, and the ability to perform well in stressful situations.
• Customer-oriented with ability to remain calm in difficult situations.
• Ability to work independently and manage multiple deadlines.
• Ability to comprehend established office routines and policies.
• Ability to keep financial records and perform mathematical tasks.
• Knowledge of Medical Terminology.
• Excellent verbal and written communication skills.
• Proficient interpersonal relations skills.
• Basic knowledge of health insurance products (HMO, PPO, HSA, Commercial, Medicare etc.).
• Ability to navigate online health insurance portals to verify benefits.
• Regularly adheres and supports compliance and accreditation efforts as assigned including, but not limited to OSHA, HIPAA & CMS guidelines for Parts C & D on General Compliance and Fraud, Waste & Abuse.
• Complies with HR confidentiality standards.

EDUCATION REQUIREMENTS

High School Diploma or equivalent required.

Some college work preferred.

EXPERIENCE REQUIREMENTS

Minimum of 2-3 years’ customer service experience required. Experience in a medical office; specifically, urology, preferred.

Basic knowledge and understanding of CPT procedure coding and ICD-10 diagnostic coding preferred.

REQUIRED TRAVEL

N/A

PHYSICAL DEMANDS

Carrying Weight

Frequency

1-25 lbs.

Frequent from 34% to 66%

26-50 lbs.

Occasionally from 2% to 33%

Pushing/Pulling

Frequency

1-25 lbs.

Seldom, up to 2%

100 + lbs.

Seldom, up to 2%

Lifting - Height, Weight

Frequency

Floor to Chest, 1 -25 lbs.

Occasional: from 2% to 33%

Floor to Chest, 26-50 lbs.

Seldom: up to 2%

Floor to Waist, 1-25 lbs.

Occasional: from 2% to 33%

Floor to Waist, 26-50 lbs.

Seldom: up to 2%