Associated Urologists of North Carolina, PA

Summary:  The Patient Service Representative leads, manages the team and checks the patient in for their appointment, and completes the patient appointment by setting up future appointments and scheduling tests as ordered by the Provider. The employee must have knowledge of medical terminology, medical scheduling, insurance verification, and excellent customer service skills.

 Essential Job Responsibilities:

1. Answers incoming calls, around 70-100 calls in a day.
2. Responds to tasks in a prompt and timely manner.
3. Perform duties to ensure patients are scheduled accurately and efficiently.
4. Send tasks to Clinical staff members with patients’ questions and concerns.
5. Assist care coordinators in rescheduling office visits when providers are out.
6. Serves as a role model for customer service and supports the staff in this process.
7. Maintains work area in a neat and orderly manner.

Education Requirements:  High School diploma.

 Experience Required:  Minimum of two-year experience in medical office reception or registration in a multi-physician environment.  Minimum of 2- 3 years customer service experience.

 Other Requirements: The attire is business casual.   

 Performance Requirements (Knowledge, Skills & Abilities): 

Knowledge:

• Knowledge of medical and insurance terminology,
• Knowledge of basic math skills
• Good command of English language.  Knowledge of Spanish is a plus.

 Skills in:

• Establishing and maintaining effective working relationships with other employees, patients, organizations, and the public; and
• Handling large patient volumes, registering patients for multiple physicians, and working under pressure.

 Ability to:

• communicate in writing, over the telephone, and in person with office staff and patients.
• recognize, evaluate, solve problems, and correct errors.
• to multi-task and stay focused on the immediate task.
• interact with patients, medical and administrative staff, and the public effectively.
• elicits appropriate information to route calls and assist persons with their needs.
• prevent, calm, or defuse irate or upset patients by working with them to identify concerns and find assistance for them.

 Equipment Operated:  Standard office equipment including computers, fax machines, copiers, printers, scanners, telephones, etc.

 Work Environment: The position is in a well-lighted, temperature-controlled office environment.

 Mental/Physical Requirements:  Daily activity is 80 percent sitting and 20 percent walking or standing.  Requires corrected vision and hearing to normal range.