Join the Team: Patient Service Representative I – Urologic Consultants

The Director of First Impressions Wanted!

Are you the person who can turn a patient’s nervous morning into a great day? Do you love a fast-paced front desk  managing communications with patients through Phreesia?  Urologic Consultants in Grand Rapids is looking for an energetic, organized, and friendly Patient Service Representative I to be the heartbeat of our office.

We are located at 25 Michigan St. NE, right in the center of the action. If you want a career in healthcare where your weekends are sacred and your work makes a real difference, you have found your match.

The Perks: Why You Will Love It Here

• The Dream Schedule: Monday through Friday, 7:45 AM to 4:45 PM. No nights, no weekends, and absolutely no on-call.
• Real Benefits: Enjoy Paid Time Off (PTO), paid holidays, and paid sick time. Plus, we offer a 401(k) retirement plan to help you reach your long-term goals.
• A Supportive Crew: Work alongside a team that values your energy and relies on your organizational skills to keep things moving.

What You Will Actually Be Doing

You are the first person our patients see and the last person they talk to before they leave. Your mission includes:

• The Grand Opening: Welcoming every patient and visitor with a warm greeting and getting them registered quickly and accurately.
• The Logistics Game: Collecting co-payments, updating insurance info (HMO, PPO, Medicare), and scanning essential records into our system.
• Communication Hub: Answering phones, scheduling follow-up appointments, and coordinating with our medical staff to keep the patient flow smooth.
• Office Excellence:  Scanning documentation, distributing incoming faxes and ordering office supplies, so we are always stocked and ready to go 

What You Bring to the Table

• The Experience: You have at least 2 to 3 years of customer service experience. If you have worked in a medical office before, you are already one step ahead.
• The Brainpower: High School Diploma (or equivalent) is required. You should be comfortable with computers and ready to learn our EMR systems.
• The Vibe: You are punctual, dependable, and stay cool under pressure.and  you can handle questions  while greeting a patient at the desk without missing a beat. 
• The Basics: You have a basic understanding of health insurance and medical terminology.

Ready to Apply?

If you are a people-person who loves to stay organized and wants to join a professional, high-energy team, we want to hear from you.

Location: 25 Michigan St. NE, Suite 3300, Grand Rapids, MI 49503

Apply today and help us provide the highest level of care to the Grand Rapids community.

GENERAL SUMMARY 

The Patient Service Representative I is responsible for providing customer service and ensuring the patient experience, either by phone or in person, is exemplary. The Patient Service Representative I will coordinate clerical tasks such as answering the phones, greeting patients and 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 I must ensure that all procedures, from identifying correct patient files to verifying insurance information, 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:

• Welcomes and greets all patients and visitors, in person or over the phone.
• Is responsible for keeping the front desk area clean and organized.
• 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.
• 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.
• 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 1-3 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%