Patient Service Representative II (Per Diem)

Michigan Institute of Urology is seeking a dedicated and professional Patient Service Representative II to join our team in Utica. This per diem role is perfect for someone looking for a consistent, part-time schedule in a high-quality medical environment. We are looking for a team player who is ready to learn and provide exceptional service to our patients.

The Opportunity

• Hours: Per Diem, providing approximately 16–24 hours per week.
• Schedule: Daytime shifts occur Monday through Friday, 8:00 AM – 5:00 PM.
• Work-Life Balance: No nights, no weekends, and no holidays.
• Location: 11051 Hall Road, Utica, MI 48317.

Why Join Us?

• Entry-Level Friendly: While 2-3 years of customer service experience is required, we are happy to train the right person on our specific medical processes.
• Specialized Environment: Work within Michigan's leading urology institute, ensuring a seamless experience for patients from intake to checkout.
• Collaborative Team: Work closely with both clinical and clerical staff to achieve the best patient outcomes.

What You Will Do

As a Patient Service Representative II, you are the face of the clinic and a key part of the administrative team:

• Patient Coordination: Welcome patients, manage the registration process, and ensure all demographics and insurance information are updated.
• Financial Tasks: Collect co-payments, deductibles, and outstanding balances. Help verify insurance benefits (HMO, PPO, Medicare, etc.).
• Administrative Support: Handle appointment scheduling, manage referrals/authorizations, and assist with scanning and filing medical records.
• Clinic Flow: Facilitate a smooth patient experience by communicating with clinical staff and maintaining accurate medical records in the EMR.

Qualifications

• Experience: Minimum of 2–3 years of general customer service experience required. (Experience in a medical office is a plus, but not required).
• Education: High School Diploma or equivalent required.
• Skills: * Ability to use computer programs (Microsoft Office) and learn medical software (EMR).
  
  • Excellent verbal communication and organizational skills.
  • Ability to multitask and remain calm in a busy environment.
• Requirements: Must be 18+ and authorized to work in the U.S.

Ready to start your career in healthcare? Apply today to join a team that values great service and professional growth in a  clinic setting.

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%