Patient Service Representative

• Provide quality customer service and serve as a resource and guide for Finger Lakes Community Health patients.
• Complete and document patient scheduling, check-in, check-out, and payment collection duties.
• Greet patients, verify personal and insurance information, update records, collect payments, provide receipts, schedule follow-up appointments, and assist with forms and office policies.
• Schedule, reschedule, and confirm appointments by phone, online systems, or in person.
• Coordinate provider availability and optimize scheduling to minimize wait times.
• Document no-shows, cancellations, rescheduled appointments, telephone encounters, and actions in the electronic health record system.
• Attend morning huddles with the patient care team to address scheduling concerns.
• Identify additional Finger Lakes Community Health services that may benefit patients.
• Verify insurance eligibility and benefits, explain billing statements and payment assistance options, and resolve insurance discrepancies and patient inquiries with billing staff.
• Reconcile daily payments and cashbox.
• Open and/or close the building, clean the waiting room, and provide prompt and courteous service.
• Handle patient complaints professionally and escalate issues as needed.
• Perform other related duties assigned by the supervisor.

Virtual Patient Service Representative

• Serve as the primary point of contact between patients and physician practices
• Process patient registration, verify demographics, obtain insurance cards, and confirm patient identification
• Greet patients and provide respectful, high-quality customer service
• Answer, route, and manage internal and external calls
• Schedule, reschedule, and cancel patient appointments and services
• Enter accurate scheduling information into the computer system
• Process patients as they present for appointments
• Troubleshoot and resolve problems promptly, maintain patient flow, and inform the supervisor of issues
• Process admission paperwork and perform basic insurance verification
• Complete, verify, and correct patient demographic and insurance information
• Record lobby wait-time indicators
• Calculate patient liabilities and collect and process payments
• Reconcile the cash drawer at the end of the day
• Perform charge entry for external services as needed
• Schedule referrals and follow-up appointments
• Assist patients with online scheduling and MyChart
• Help patients obtain referrals and record them on the referral tracking tool
• Obtain authorizations and pre-certifications for applicable procedures
• Pull, file, maintain, and route patient charts according to office policy
• Verify prescription benefits in the electronic health record
• Refer patients to financial counselors and complete accounts in revenue cycle software
• Occasionally cover other physician practice locations as needed

Patient Service Representative – Primary Care

• Greet and check in patients, conduct check-out, and schedule appointments.
• Conduct regular lobby checks to maintain cleanliness and patient comfort.
• Coordinate provider schedules to improve patient access, reduce wait times, and support timely follow-ups.
• Use EPIC and other systems to update patient demographics, verify insurance, generate forms, respond to emails, and document emergency contacts.
• Collect copayments and service fees, issue receipts, and reconcile daily financial transactions.
• Answer a multi-line phone system, take messages, route inquiries, and make outbound appointment calls.
• Communicate information about Duly clinical personnel to patients and others.
• Schedule follow-up and in-house specialist referral appointments.
• Participate in daily and weekly team huddles.
• Review performance dashboards, identify gaps, escalate issues, suggest improvements, and adjust workflows.
• Maintain patient confidentiality and adhere to HIPAA standards.
• Monitor patient wait times and communicate delays professionally.
• Perform additional duties and special projects as assigned.

Patient Service Representative – Gastro

• Perform advanced scheduling for patient appointments, procedures, follow-up office visits, and ancillary services
• Answer incoming calls while providing quality patient care and customer service
• Schedule, reschedule, and manage cancellations and no-shows
• Maintain and update physician schedules and endoscopy block time
• Collect and record accurate patient information according to AGA Documentation Requirements
• Schedule procedures in AGA endoscopy suites or hospitals when necessary
• Schedule applicable ancillary services at AGA
• Handle Patient Portal and website information or appointment requests
• Mail or email information packets to new patients
• Address appointment questions and information requests from referring providers
• Provide patients and relatives with information regarding medical treatment or procedures; distribute or mail preparations when necessary
• Meet or exceed quality and productivity standards
• Answer emails and voicemails and return patient calls promptly
• Complete staff requests for information to support payment on patient accounts
• Abide by and promote HIPAA compliance and maintain strict confidentiality
• Participate in staff meetings, marketing activities, and ongoing customer service training
• Perform other assigned duties and special projects

• Perform advanced scheduling for patient procedures, follow-up visits, and ancillary services
• Answer incoming calls while providing quality patient care and customer service
• Schedule, reschedule, and manage cancellations and no-shows
• Maintain physician schedules and endoscopy block time
• Collect and record accurate patient information according to AGA Documentation Requirements
• Schedule procedures in AGA endoscopy suites or hospitals when necessary
• Schedule applicable ancillary services
• Handle requests received through the eCW Patient Portal or AGA Website
• Mail or email information packets to new patients
• Address appointment questions and information requests from referring providers
• Provide counseling and information regarding medical treatment or procedures
• Distribute or mail patient preparation materials when necessary
• Meet quality and productivity standards
• Answer emails and voicemails and return patient calls
• Complete information requests from AGA staff to support payment on patient accounts
• Maintain HIPAA compliance and strict confidentiality of patient information
• Participate in staff meetings, marketing activities, and customer service training
• Perform other duties and special projects as assigned
• Report to the Patient Service Manager

• Serve as the first connection between Intermountain and patients
• Establish collaborative relationships with patients and fellow caregivers
• Provide courteous and professional connections by phone, in person, or via secure messaging
• Identify and resolve patient intake and care needs
• Greet and check in/out patients and verify information supplied by patients
• Document phone calls accurately and completely in the electronic medical record (EMR)
• Schedule appointments for visits, procedures, diagnostic tests, referrals, and consultations
• Register patients by confirming, entering, and updating demographic and guarantor data
• Follow patient identification procedures
• Obtain insurance cards, identification forms, and required signatures
• Verify insurance coordination of benefits and handle pre-certification/prior authorization as applicable
• Assist patients with forms for regulatory and billing needs
• Scan paperwork and educate patients about financial assistance
• Request and process payments for current and past medical services
• Stay current on role responsibilities, updates, dashboards, work queues, emails, and clinic/service line meetings

Patient Service Representative, PRN

• Provide efficient, effective, quality customer service and practice support through general office duties
• Schedule appointments and provide information on tests, procedures, bills, charges, referrals, and other matters
• Perform coding, registration, and billing
• Collect payment at time of service
• Enter accurate and up-to-date patient and payer billing information
• Follow up on missing billing information
• Assist clinical staff in maintaining accurate medical records
• Uphold practice and medical group standards for accurate and timely medical records
• Support providers and connect with patients to ensure a seamless care experience

Patient Service Representative – OB/GYN Clinic

• Greet patients and visitors and respond to routine requests for information
• Answer telephone, screen calls, and take messages
• Register patients and obtain demographic and insurance information
• Verify insurance coverage and collect co-pays, deductibles, and previous balances
• Post payments and update demographic and insurance information
• Schedule patient appointments and coordinate cancellations, reschedules, and schedule additions
• Provide accurate information about test preparations, arrival times, and directions
• Update insurance, financial responsibility, and other data and communicate changes to patients
• Apply knowledge of government and third-party payer requirements to ensure complete and accurate information
• Identify, report, and resolve registration problems with appropriate individuals and departments
• Monitor patient flow and assist with transportation, directions, and wheelchair location
• Perform visit closure, check out patients, schedule follow-up appointments, and provide visit summaries
• File, retrieve, and deliver patient information or records and complete required documentation
• Cover Occupational Health front desk and call center at Miller Parkway, Northwest, Franklin, and New Berlin locations as needed

Patient Service Representative – Occupational Health

• Educate physicians and clinical staff on Breg's orthopedic bracing and supply program, product options, equipment use, and specialized applications
• Fit and use Breg products according to training requirements, clinical guidelines, and company standards
• Measure and fit patients with orthopedic soft goods and functional bracing
• Provide patients and healthcare providers with instructions on product use, care, and expected outcomes
• Deliver exceptional patient service and timely follow-up
• Coordinate product logistics, replenishment, ordering, returns, inventory transfers, and reconciliation
• Maintain inventory levels and reduce stagnant inventory by processing expired, damaged, or unsellable products
• Support order fulfillment and ensure account documentation is complete and accurate
• Maintain product displays, storage areas, and inventory spaces to operational standards
• Provide onsite support for recalls, audits, and field communication initiatives
• Complete inventory counts accurately and on time
• Prepare, compile, and submit insurance billing documentation
• Review pending claims, retrieve missing information, identify documentation deficiencies, and use Power BI, Breg Vision, and Breg Claims System (BCS)
• Obtain pre-authorization and collect applicable co-insurances, deductibles, and cash-pay amounts
• Track claim denials and claims requiring additional information with internal departments
• Comply with Breg policies, SOPs, HIPAA, FDA requirements, and applicable healthcare regulations
• Collaborate with Solution Team, Sales, and Field Operations to resolve account issues and improve service efficiency
• Prepare daily, weekly, and monthly management and account review reports, analyzing trends and process improvement opportunities
• Promote Breg's culture and demonstrate accountability through the See it, Own it, Solve it, and Do it framework

Patient Service Representative I

• Greet patients arriving for appointments and monitor patient flow
• Complete and update patient registration, demographic, and insurance information
• Verify insurance benefits and obtain, calculate, and collect patient financial liabilities
• Request and collect past-due and current balances or estimates
• Follow financial clearance policies and obtain authorizations when required
• Identify patients needing financial assistance and refer them to financial counselors
• Perform visit closure, check out patients, schedule follow-up appointments, and provide documents
• Maintain knowledge of Medicare, Medicaid, third-party payer requirements, insurance plans, and accepted insurance lists
• Communicate customer service and process improvement issues to management
• Meet productivity and 98% accuracy expectations
• Maintain positive relationships with patients, families, and clinical staff
• Operate equipment necessary to perform the job