• Must be within commuting distance to Detroit for onsite orientation and training and hybrid work schedule

• Answer calls.
• Schedule appointments for new and returning patients.
• Update patient information and patient registration.
• Call patients who have missed their appointments for follow up or rescheduling.
• Schedule appointments for imaging, lab visits, vaccinations, etc.
• Responds to patient/customer inquiries both over the phone and by email.
• Research required information using available resources.
• Respond to and resolve patient complaints.
• Process referral requests.
• Identify and escalate urgent and emergent patient questions.
• Route calls to appropriate resources when unable to resolve the complaint/concern directly.
• Follow up with patients and callers within predefined timeframes set by departments. Document all call information according to standard operating procedures.
• Exercise sound judgement and decision-making skills.
• Communicate clearly, take initiative and is flexible.
• Exhibit good interpersonal communications skills.
• Convey a positive and professional image to the patients and the public.
• Work well under pressure.
• Contribute to the team effort.

• Accurately posts all charges for the date of service to the system and runs daily reports to ensure all charges are posted and completed batches are closed.
• Collect co-pays, fees for services, past due balances and post payments according to established policies.
• Reconcile monies collected with encounter form receipts or daily cash logs and maintains an accurate amount of petty cash.
• Prepare reconciliation forms and bank deposits for each practice date.
• Schedule patient appointments according to defined protocols.
• Verify prior authorizations, referrals, insurance coverage/policies and patient demographics.
• Provides excellent telephone etiquette for all calls..
• Document and communicates messages accurately to the appropriate personnel/staff members
• Provide excellent customer service, anticipate and respond to needs of others, provide assistance in a courteous and timely manner, treats others with care and respect while maintaining privacy, confidentiality and dignity.
• Maintain a safe and clean work area and patient environment.
• Adhere to the Patient Service Representative dress code (Wayne Health Employee Handbook) and maintain a professional appearance that complies with the Wayne Health dress code.
• Travel to other Wayne Health clinic locations as needed.
• Attend all required meetings.
• Follow Quality and Patient Safety protocols including PCMH Initiatives.
• Demonstrates ability to learn EHR and follow instructions in that system.
• Protect patients' rights by maintaining confidentiality of personal and financial information.
• Consistently demonstrate and uphold Wayne Health's principles for providing high quality care to all patients in a professional and courteous manner.
• Perform additional work duties as assigned.

• High School Diploma or equivalent required.
• Minimum 2-3 years Call Center or Physician Office experience.
• Run reports to ensure that charges posted accurately, and that completed batches are closed.
• Proficiency in Microsoft Word and Excel
• Knowledge of basic medical terminology\
• Basic office skills including typing 35 wpm and accurately enter alpha numeric data
• Possess excellent verbal, written communication and problem-solving skills
• Excellent interpersonal skills necessary to establish and maintain productive working relationships with physicians, patients and their families and other people both inside and outside the clinical practice area
• Excellent customer service skills including the ability to use independent thinking, sound judgement and creativity when resolving customer issues or concerns
• Ability to effectively work independently and with a team
• Manage multiple tasks with shifting priorities.
• Knowledge of medical insurance and medical office billing
• Proficient in navigating EHR, Nextgen or Athena system preferred
• Ability to stand/sit for long periods of times and lift up to 50 pounds
• Requires sensitivity to work with seriously ill patients and their families
• Competency of customer service skills

• Direct Hire opportunity
• Hybrid/work from home schedule available
• Medical/Dental/Vison plans
• Employer provided Life Insurance
• Employer provided Long-Term/Short Term Disability
• 403(b) retirement savings
• Employee Assistance Program
• Tuition Reimbursement

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