Patient Services Representative

Description

We are seeking a patient-focused Patient Services Representative to join our team at our Medical Oncology, Hematology Northtowns clinic in Williamsville, NY. 

Roswell Park Care Network is a recognized leader in oncology and specialty care, supporting community physician practices across New York State. We are committed to delivering exceptional patient care while advancing innovative treatment options in a collaborative and patient-focused environment.  

Comprehensive Benefits: 

• Monday-Friday schedule
• Medical, dental, and vision coverage
• Employer funded Health Reimbursement Account (HRA)
• 401(k) with company match
• Generous vacation and sick time
• Company-paid life insurance
• 11 paid Holidays

As a Patient Service Representative (PSR), you will serve as the first point of contact for patients, providing exceptional customer service and administrative support. In this role, you will help ensure a positive patient experience and support the efficient operation of the clinic by coordinating communication between patients and healthcare staff.

Key responsibilities include welcoming patients and visitors, answering routine inquiries, screening and directing calls, scheduling appointments, maintaining patient records, verifying insurance eligibility and benefits, collecting copays and outstanding patient balances at check-in, and assisting patients with portal enrollment. The PSR is also responsible for performing general clerical and administrative functions that support the daily operations of the primary care clinic.

Responsibilities:

Medical receptionist

• Greet and welcome all patients: Creating a friendly and welcoming environment is paramount, setting the tone for the entire patient visit. This involves greeting patients and visitors in person and over the phone professionally.
• Announces patients, visitors as needed with sensitivity.
• Interact with fellow workers in a way that promotes a respectful and cooperative working environment
• Assists nurses, physicians, and other clinical and/or medical staff l with administrative support
• Accurately and efficiently respond to tasks received from providers, other office staff, and billing
• Open and close the patient waiting room
• Utilize spare time in work related activities which contribute to the clinic's needs
• Must adhere to policies, procedures and regulations as outlined in the office policy and procedures manual

Registration and Information Management

• Register patients using EMR.
• Coordinates and prepares patient’s appointments and itinerary
• Check insurance eligibility and verification on every patient
• Collect and scan insurance and other required documents
• Check report to ensure coverage and proper co-pay collection
• Confirm insurance eligibility and verification prior to scheduling new patient appointments
• New patient intake including entry into EMR
• Verify and update patient demographic and insurance details at each visit.
• Collect identification and insurance cards, copying or scanning them for the patient's record.
• Scan other relevant patient information into the Electronic Medical Record (EMR).
• Enters data from source documents into computer following format displayed on screen and enters necessary codes; compiles, sorts and verifies accuracy of data to be entered; responds to inquiries regarding entered data and makes corrections as necessary
• Retrieves patient records, test results and/or charts from outside sources
• Prepares paperwork and patient records related to their area of responsibility

Financial Responsibilities

• Collect co-pays and past due balances on patient accounts. Process payments and issue receipts. Handle insurance inquiries and verify insurance eligibility.

Appointment Management

• Optimize provider schedules by efficiently scheduling and confirming appointments. Answer phones, taking messages, and making appointments.   
• Calling and rescheduling cancellations.
• Monitor’s voicemails and returns calls
• Creates reminder calls

Patient Support and Communication

• Answer patient inquiries, provide general information, and address concerns. Help patients complete medical forms and guiding them on next steps. Ensure patient privacy and confidentiality, following HIPAA regulations.  
• Invites every patient to join the patient portal and includes proper paperwork and education to the patient
• Patient check-out.
• Act as a liaison between patients and healthcare providers.
• Maintain and update patient records. Maintain office inventory and equipment, including ordering supplies. Maintain cleanliness and organization of the reception area. 
• Creates and mails patient letters (no show and 3 call attempt)
• Provides assistance to patients and family members; refers questions to the appropriate department or individual
• Maintains, sorts, files, and obtains patient records, files and/or charts

Other Duties and Responsibilities:

• Backup for Medical Records
• Assists in training other staff members on the appropriate use of equipment, office systems and work procedures as requested
• Assists other departments with administrative duties, as requested
• Prepares other written documentation as required by the profession and the department; maintains, distributes, analyzes and projects information for required records, reports and statistics, as directed
• Update HealtheLink, as requested
• Performs other related duties as assigned or requested

Requirements

Education & Experience:

• High School diploma or G.E.D. and the equivalent of one (1) year of full-time clinical or administrative health care experience; or
• Must have one (1) year customer service experience in an office, preferably with patients
• Successful completion of an accredited medical office assistant education program preferred
• Must have experience working in Windows and with MS Office software