Patient Services Representative II

Work Schedule:

Part-Time; Monday–Friday; Office hours are 8 AM–5 PM. Must be flexible based on department needs and patient volume.

Summary:

The Patient Services Representative II (PSR II) serves as a senior-level support resource within the Patient Services department. This role maintains all core responsibilities of the standard PSR position while offering additional expertise in patient-facing functions, records processing, financial service coordination, and front desk flow management. The PSR II will act as a key point of contact for tasks such as medical records submissions, CareCredit support, and handling of various forms, while also assisting with operational flow and patient comfort in the clinic setting.

This position requires compliance with OrthoEast’s compliance standards, including its Code of Conduct, Compliance Program, and policies and procedures. Such compliance will be an element required as part of the Patient Services Representative's job duties and is considered during performance evaluations.

Key Responsibilities:

Core Responsibilities

• Provide professional, timely communication with patients and staff

• Maintain confidentiality and compliance with company standards

• Medical Records & Forms: Primary point of contact for questions related to forms, ScanStat, work notes, handicapped placards, and other paperwork processing/submission

• Financial Assistance Support: Provide guidance to patients regarding CareCredit applications and payment questions

• Clinic Support: Check in on patients, ensure wheelchair readiness, and print clinic materials (clinic notes, prescriptions, DME forms)

• Ensure lobby areas remain tidy and that wheelchairs are clean, functional, and accessible for patient use

• Team Resource: Support newer staff and help maintain workflow during peak times

Additional Responsibilities

• Patient check-in/check-out and registration

• Collect and verify patient demographic and insurance information

• Collect copays and manage appointment scheduling

Other duties as required

Required Skills & Behaviors:

• Strong interpersonal and communication skills

• Ability to manage multiple tasks and prioritize efficiently

• High level of professionalism and discretion

• Team-oriented with a proactive mindset

• Strong organizational skills with attention to detail

• Comfortable with change and fast-paced environments

• Ability to handle sensitive information and stressful situations calmly and respectfully

Education & Experience:

• High School diploma or GED required

• Minimum 2+ years of experience in a medical office or patient services environment preferred

• Prior experience with medical records, insurance benefits, and/or CareCredit strongly preferred

• Familiarity with EHR and practice management systems

• Strong working knowledge of HIPAA guidelines

Physical Demands:

• Extended periods of sitting, talking, and working at a computer

• Occasional lifting of up to 10 pounds

• Moving between lobby areas and clinic spaces as needed