Michigan Institute Of Urology
Patient Service Representative II
Michigan Institute Of Urology, Lansing, Michigan, United States
Patient Service Representative II — Michigan Institute Of Urology
The Patient Service Representative II ensures patients receive the highest level of customer service and care. Knowledgeable in non‑clinical support, they act as a resource to patient services staff, providing guidance on more complex issues and concerns. They coordinate clerical tasks such as answering phones, greeting patients/visitors, and scheduling appointments in a professional and timely manner. They move patients through the intake and checkout process, handling patient registration, scanning and filing medical records, collecting copayments, deductibles, and any outstanding balances. They may process referrals and charge entries and ensure procedures are followed to create a seamless patient experience between clerical and clinical staff.
Responsibilities
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 (e.g., copayments 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, ensuring 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 dependable for assigned/confirmed shifts.
Respects and acknowledges the organization’s commitment to cultural diversity, which is expressed through behavior, language and actions.
Consistently demonstrates good use of time and resources.
Ensures 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.
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.
Demonstrates excellent organizational skills, multitasking abilities, and the ability to perform well in stressful situations.
Customer‑oriented with the 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.
Requirements 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.
Physical Demands
Carrying Weight: 1–25 lbs. Frequent 34–66 %.
26–50 lbs. Occasionally 2–33 %.
Pushing/Pulling 1–25 lbs. Seldom, up to 2 %.
100+ lbs. Seldom, up to 2 %.
Lifting – Height, Weight: Floor to Chest 1–25 lbs. Occasional 2–33 %. Floor to Chest 26–50 lbs. Seldom up to 2 %.
Floor to Waist 1–25 lbs. Occasional 2–33 %. Floor to Waist 26–50 lbs. Seldom up to 2 %.
Seniority Level
Entry level
Employment Type
Full‑time
Job Function
Health Care Provider
Medical Practices
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Responsibilities
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 (e.g., copayments 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, ensuring 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 dependable for assigned/confirmed shifts.
Respects and acknowledges the organization’s commitment to cultural diversity, which is expressed through behavior, language and actions.
Consistently demonstrates good use of time and resources.
Ensures 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.
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.
Demonstrates excellent organizational skills, multitasking abilities, and the ability to perform well in stressful situations.
Customer‑oriented with the 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.
Requirements 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.
Physical Demands
Carrying Weight: 1–25 lbs. Frequent 34–66 %.
26–50 lbs. Occasionally 2–33 %.
Pushing/Pulling 1–25 lbs. Seldom, up to 2 %.
100+ lbs. Seldom, up to 2 %.
Lifting – Height, Weight: Floor to Chest 1–25 lbs. Occasional 2–33 %. Floor to Chest 26–50 lbs. Seldom up to 2 %.
Floor to Waist 1–25 lbs. Occasional 2–33 %. Floor to Waist 26–50 lbs. Seldom up to 2 %.
Seniority Level
Entry level
Employment Type
Full‑time
Job Function
Health Care Provider
Medical Practices
#J-18808-Ljbffr