Patient Service Representative

Position Summary

Provide exceptional customer service to patients, clients, and healthcare providers while supporting the daily operations of the Patient Service Center. Responsible for accurately registering patients; verifying demographic, insurance, and billing information; processing laboratory orders; collecting applicable payments; managing patient flow; and performing administrative duties to ensure efficient, accurate laboratory services. Maintains compliance with all regulatory requirements, company policies, and patient confidentiality standards while delivering a positive patient experience.

Responsibilities

• Greet patients and visitors in a professional, courteous, and compassionate manner.
• Assist patients with registration, check-in, and scheduling processes to ensure a positive patient experience.
• Follow established procedures for patient identification and laboratory order verification.
• Review laboratory orders for completeness and accuracy, including diagnosis codes and provider information; contact provider offices as needed to obtain missing or corrected information.
• Accurately enter patient demographic, insurance, billing, and order information into laboratory information systems, electronic ordering platforms, and other approved applications.
• Enter manual laboratory orders as necessary.
• Verify insurance eligibility and benefits using approved eligibility verification tools.
• Explain patient financial responsibilities and collect payments in accordance with departmental policies.
• Obtain required patient signatures, including Advanced Beneficiary Notices (ABNs) and other applicable forms.
• Print and distribute laboratory orders, specimen labels, and supporting documentation to phlebotomy staff as required.
• Manage patient flow using scheduling applications to accommodate appointments and walk-in patients while minimizing wait times.
• Answer incoming telephone calls, return voicemail messages, and provide accurate information to patients, providers, clients, and healthcare facilities.
• Receive and process laboratory orders, specimen drop-offs, and related documentation from patients, nursing facilities, and provider offices.
• Contact patients regarding recollection and assist with scheduling return visits when necessary.
• Distribute specimen collection kits and provide instructions regarding proper specimen collection procedures.
• Maintain a clean, organized, and professional work environment.
• Demonstrate positive customer service principles in all interactions with patients, clients, providers, and coworkers.
• Participate in training and continuing education activities to maintain competency and knowledge of laboratory services.
• Follow all regulatory requirements, compliance standards, infection control practices, safety guidelines, and company policies and procedures.
• Perform other duties and responsibilities as assigned.

Qualifications

• Must be a high school graduate or equivalent.
• Requires strong keyboarding and computer skills.
• Experience with Electronic Medical Record systems is a plus.
• Ability to prioritize and perform multiple tasks in a fast-paced environment.
• Prefer two to three years of experience in an ambulatory health care setting.
• Strong knowledge of medical terminology.
• Prefer knowledge of third-party payers and ICD-10 coding.

Physical & Safety Demands

• Ability to organize and complete work in an efficient and timely manner.
• Excellent communication skills.
• Weekend and holiday rotation schedule as per department policy.
• Possible exposure to chemical and biological hazards.
• Be familiar with and adhere to safety, ergonomic and health policies of the Company.
• Comply with all PPE requirements when in the laboratory or other biohazard areas.
• Complete required safety training and health evaluations promptly.
• Anticipate safety hazards, act upon unsafe situations, and promote safety awareness.