Patient Service Representative, Physical Therapy

Job Summary

The Patient Service Representative (PSR) is the first point of contact for our patients entering the building. Our PSRs are responsible for ensuring our patient experience is truly one-of-a-kind; offering incredible customer service at all times. You will perform a wide variety of duties related to the reception and registration of patients. This position will provide support to our Physical and Occupational Therapy Department.

Duties and Responsibilities

• Role model our Core Values of being patient-centered, team focused, service driven, accountable, and innovative.
• Verify appointment and insurance information; enter registration information into Medent.
• Perform registration procedures for new and follow-up patients, obtaining all necessary demographic, insurance, and payment. information; may need to explain insurance eligibility criteria and explain coverages to patient.
• Collect copays, balancing cash drawer, and logging weekly/monthly totals.
• Collect past due monies due to Excelsior.
• Answer and route phone calls.
• Work closely with therapists and patients to assist in the scheduling process.
• Act as a liaison between the patient and the billing department regarding billing issues for patients.
• Pull registrations through the patient portal.
• Verify referrals and authorizations prior to confirming patient scheduling appointment(s).
• Process check-out patient paperwork at completion of visit.
• Schedule follow-up appointment as needed.
• Apply knowledge of medical terminology, specifically orthopedic terminology.
• Perform any other duties assigned.

• Each team member will typically have two opening shifts and two closing shifts each week.
• Opening shifts will be scheduled between 6:30am -7:30am and end between 2:30pm/3:30pm.
• Closing shifts start between 10:30am and 11:30am and end between 6:30pm and 7:30pm.
• Schedules provided every 2 weeks.

Requirements and Qualifications

• Exceptional customer service skills including professional written and verbal communication.
• Associates degree preferred; high school diploma or GED required.
• 1+ years medical office experience; patient registration experience desired.
• EMR experience required; MEDENT preferred.

Physical Demands

• Position requires manual and finger dexterity and hand-eye coordination.
• Involves standing, sitting, and walking.
• Team member will occasionally be asked to lift and carry items weighing up to 10 pounds; normal visual acuity and hearing are required.

The pay range for this position is determined based on several factors, including the candidate’s years of experience, qualifications, training, licenses, designations, and the overall market conditions.

This job description does not state or imply that the duties and responsibilities listed are the only ones required of this position. Team members in this role will be required to perform other job-related duties at the discretion of the employer and may have additional duties assigned as necessary.

Excelsior Orthopaedics and Buffalo Surgery Center are committed to the full inclusion of all applicants. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information.