Michigan Institute of Urology

Multisite urology practice offering robotic surgery

Patient Service Representative 2

Clinical Support & Patient AdministrationConfirmed live in the last 24 hours

Full-timeRochester Hills, MI, USANo salary listedIn-person

About the Job

Requirements

A high school diploma or equivalent is required.
A minimum of 2–3 years of customer service experience is required.
Skill in using computer programs and applications, including Microsoft Office, and knowledge of healthcare systems operations and experience navigating electronic medical records are required.
Ability to answer multiple incoming telephone calls is required.
Organizational skills, multitasking ability, and the ability to perform well in stressful situations are required.
Customer orientation and the ability to remain calm in difficult situations are required.
Ability to work independently and manage multiple deadlines is required.
Ability to comprehend established office routines and policies is required.
Ability to keep financial records and perform mathematical tasks is required.
Knowledge of medical terminology is required.
Verbal and written communication skills and interpersonal relations skills are required.
Basic knowledge of health insurance products, including HMO, PPO, HSA, commercial insurance, and Medicare, is required.
Ability to navigate online health insurance portals to verify benefits is required.
Adherence to compliance and accreditation efforts, including OSHA, HIPAA, and CMS guidelines for Parts C and D on General Compliance and Fraud, Waste & Abuse, is required.
Compliance with human resources confidentiality standards is required.
The role requires frequent carrying of 1–25 pounds, occasional carrying of 26–50 pounds, and seldom pushing or pulling up to 25 pounds or 100 pounds or more.
The role requires occasional floor-to-chest and floor-to-waist lifting of 1–25 pounds and seldom lifting 26–50 pounds from floor to chest or waist.

Responsibilities

Act as a resource to patient services staff by providing guidance on more complex issues and concerns.
Participate in problem solving and identifying improvement opportunities.
Welcome and greet patients and visitors in person or over the phone.
Register new patients and update existing patient demographics by collecting personal and financial information, including co-payments and insurance cards.
Collect outstanding patient balances.
Obtain referrals and authorizations when required.
Scan incoming faxes, consents, reports, and other patient information into patient charts.
Generate daily batch transmittal reports.
Facilitate patient flow by notifying providers or other medical staff of patient arrivals, monitoring delays, and communicating with patients and clinical staff.
Schedule follow-up services and office visits; schedule surgery, diagnostic services, and imaging as needed, ensuring proper authorizations are obtained.
Respond courteously to inquiries from patients, prospective patients, and visitors.
Maintain medical office supplies by anticipating inventory needs, placing orders, and monitoring office equipment.
Protect patient confidentiality by securing protected health information and logging off computers before leaving them unattended.
Ensure proper handoff of responsibilities when tasks are completed.
Meet attendance criteria and begin work promptly; report punctually and reliably for assigned and confirmed shifts.
Demonstrate the organization’s commitment to cultural diversity through behavior, language, and actions.
Use time and resources consistently and effectively.
Ensure medical records are accurate and complete.
Support billing by completing charge entries so billing is completed within 48 hours and appropriate procedures are documented and billed.
Perform other position-related duties as assigned.

Desired Qualifications

Some college work is preferred.
Experience in a medical office, specifically urology, is preferred.
Basic knowledge and understanding of CPT procedure coding and ICD-10 diagnostic coding are preferred.

Description

GENERAL SUMMARY

The Patient Service Representative II ensures the patients receive the highest level of customer service and care. The Patient Service Representative II is knowledgeable in the areas of non-clinical support and acts as a resource to patient services staff, providing guidance on more complex issues and concerns. The Patient Service Representative II coordinates clerical tasks including answering the phones, greeting patients/visitors, and scheduling appointments in a professional and timely manner. They are responsible for moving the patients through the intake and checkout process including patient registration, scanning and filing medical records, collecting co-payments, deductibles, and any outstanding balances. The Patient Service Representative II may process referrals and charge entries. They ensure that all procedures are closely followed to create a seamless patient experience between clerical and clinical staff.

ESSENTIAL JOB FUNCTION/COMPETENCIES

Responsibilities include but are not limited to:

Acts as a resource to patient services staff, providing guidance on more complex issues/concerns.
Actively participates in problem solving and identifying improvement opportunities.
Welcomes and greets all patients and visitors, in person or over the phone.
Registers new patients and updates existing patient demographics by collecting detailed patient information including personal and financial information (ex. co-payments and insurance cards.)
Collects outstanding patient balances.
Obtains referrals and authorizations when required.
Scans incoming faxes, consents, reports, and all other patient information into patient chart.
Generates batch transmittal reports for each day.
Facilitates the patient flow by notifying the provider or other medical staff of the patients’ arrival, being aware of delays, and communicating with patients and clinical staff.
Schedules follow up services and office visits for patients. May also schedule surgery, diagnostic and imaging as needed ensuring proper authorizations are obtained.
Responds to inquiries by patients, prospective patients, and visitors in a courteous manner.
Keeps medical office supplies adequately stocked by anticipating inventory needs, placing orders, and monitoring office equipment.
Protects patient confidentiality, making sure protected health information (PHI) is secured by not leaving PHI in plain sight and logging off the computer before leaving it unattended.
Ensures proper hand off of responsibilities once their task is completed.
Meets established attendance criteria and starts work promptly.
Punctual and dependent for assigned/confirmed shifts.
Respects and acknowledges the organizations commitment to cultural diversity, which is expressed through behavior, language and actions.
Consistently demonstrates good use of time and resources.
Ensuring that all medical records are accurate and complete.
Supports billing by completing charge entry to ensure billing is achieved within 48 hours and all appropriate procedures are documented and billed for.
Performs other position related duties as assigned.

CERTIFICATIONS, LICENSURES OR REGISTRY REQUIREMENTS

KNOWLEDGE | SKILLS | ABILITIES

Skill in using computer programs and applications including Microsoft Office. Knowledge in healthcare systems operations and experience in navigating EMRs.
Ability to answer multiple incoming telephone calls.
Demonstrate excellent organizational skills, multi-tasked abilities, and the ability to perform well in stressful situations.
Customer-oriented with ability to remain calm in difficult situations.
Ability to work independently and manage multiple deadlines.
Ability to comprehend established office routines and policies.
Ability to keep financial records and perform mathematical tasks.
Knowledge of Medical Terminology.
Excellent verbal and written communication skills.
Proficient interpersonal relations skills.
Basic knowledge of health insurance products (HMO, PPO, HSA, Commercial, Medicare etc.).
Ability to navigate online health insurance portals to verify benefits.
Regularly adheres and supports compliance and accreditation efforts as assigned including, but not limited to OSHA, HIPAA & CMS guidelines for Parts C & D on General Compliance and Fraud, Waste & Abuse.
Complies with HR confidentiality standards.

Requirements

EDUCATION REQUIREMENTS

High School Diploma or equivalent required.

Some college work preferred.

EXPERIENCE REQUIREMENTS

Minimum of 2-3 years’ customer service experience required. Experience in a medical office; specifically, urology, preferred.

Basic knowledge and understanding of CPT procedure coding and ICD-10 diagnostic coding preferred.

REQUIRED TRAVEL

N/A

PHYSICAL DEMANDS

Carrying Weight

Frequency

1-25 lbs.

Frequent from 34% to 66%

26-50 lbs.

Occasionally from 2% to 33%

Pushing/Pulling

Frequency

1-25 lbs.

Seldom, up to 2%

100 + lbs.

Seldom, up to 2%

Lifting - Height, Weight

Frequency

Floor to Chest, 1 -25 lbs.

Occasional: from 2% to 33%

Floor to Chest, 26-50 lbs.

Seldom: up to 2%

Floor to Waist, 1-25 lbs.

Occasional: from 2% to 33%

Floor to Waist, 26-50 lbs.

Seldom: up to 2%

About the Company

Michigan Institute of Urology

Multisite urology practice offering robotic surgery

MIU is a large urology practice in Michigan with over 60 providers across multiple locations. It delivers a full range of urologic care, including men’s and women’s health, oncology, stone treatment, and robotic surgery, through its clinician network and affiliated facilities. Patients use a secure Patient Portal to message doctors, view records, and register for appointments, while surgeons offer procedures such as robotic-assisted operations. The practice differentiates itself by its size, long history, breadth of subspecialties, and affiliations with Trinity Health Michigan and Corewell Health, which improve access and care coordination. Its goal is to provide premier urological care that is easy to access for patients across Michigan.

Company size: 201-500
Company stage: Not listed
Total funding: Not listed
Headquarters: Saint Clair Shores, Michigan
Founded: 1991

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