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Patient Services Rep II, Physical Therapy Clinic

Apply now Job no: 499714
College / VP Area: College of Health Sciences
Work type: Staff
Location: Newark
Categories: Health Services, Full Time



The Patient Services Representative performs specialized duties including processing, compiling, and maintaining administrative records and accounts as needed by the CHS Clinic. The successful applicant for this position will be detail-oriented, flexible, and will have responsibility as back up for total clinical office operations. The applicant must be able to communicate effectively with clients, families, clinicians, insurance companies, and other individuals in the community using a variety of communication styles. The Patient Service Representative greets and responds to patients, helping in documentation, gathering, and maintaining personal information, and communication with the family or guardian. Duties include collecting payments and processing insurance details, obtain medical history, and keep the patients updated in various aspects. Preferred applicants will possess knowledge of medical billing, insurance verification, and financial processes.


  • Responsible for obtaining or verifying information of clinic management data and resolving problems relating to medical and financial procedures and deadlines, while providing excellent customer service · Researches and responds to routine and non-routine inquiries from patients, billing companies/organizations, and insurance companies. 
  • Reviews, verifies and processes financial and non-financial documents and payments.
  • Reviews, verifies and processes daily billing of patient treatments.
  • Review patient accounts, identify delinquent accounts and collect due amounts.
  • Verify patient's insurance coverage and collect co-payments.
  • Process credit card payments and balance daily cash deposits.
  • Help providers stay on schedule by placing appointment correctly, understanding impact of appointments scheduled and notify doctors when patient is running late.
  • Check out patients upon appointment completion. Schedule for future appointments and inquire about any overdue charges. Answer any questions patients have.¿ Demonstrate care, enthusiasm, and empathy. Understand practice goals and new patient process.
  • Perform general office duties, such as document preparation, scanning, mailing, and filing.
  • Maintain clean, neat work area.
  • Maintain confidentiality of Patient PHI and any other related information according to Practice privacy practices and required HIPAA guidelines.
  • Maintain good attendance, arrive on time ready and prepared to perform job functions daily.
  • Utilizes word processing, spreadsheet, and database computer applications, including electronic medical billing software.
  • Works under limited supervision with clearly defined procedures.
  • Investigate and direct patient inquiries or complaints to appropriate medical staff members and follow up to ensure satisfactory resolution.
  • Enter and prepare insurance information into patient chart. 
  • Composes complex letters and/or memoranda, etc. (e.g., explaining department practices/policies) for own or supervisors signature.
  • Applies intermediate-advanced skills appropriate for the position or specialization, including, but not limited to, insurance authorizations and verifications.
  • Assists in managing day-to-day front desk operations, including oversight of student workers. Welcomes patients, visitors, faculty, and guests to the Clinic.
  • Performs other job-related duties as assigned.


  • High school diploma or GED and two to three years of experience. Experience in a health or educational setting preferred, or an equivalent combination of education and experience.
  • Experience in office operations, which includes operating office machines including faxing, handling incoming and outgoing mail, postal and shipping services, answering phones, directing calls and taking messages; file maintenance; maintaining and updating supplies; processing credit card payments.
  • Experience in data collection, which includes collecting, compiling, and maintaining data from multiple sources such as files, records, databases, customers, staff, or others.
  • Knowledge of creating reports which includes combining and presenting data from multiple sources in an organized format.
  • Sensitivity to confidential matters and patient needs is vitally important. General knowledge of HIPAA guidelines is required.
  • Experience in obtaining administrative and financial information for which an administrator may base his/her decisions for making recommendations (e.g., materials purchasing, reimbursement rates).
  • Experience with effective time management skills and streamlining workflow.
  • Demonstrates an understanding and consideration of the differing needs and concerns of individuals with varying identities, cultures and backgrounds.
  • Committed to fostering a workplace culture of belonging, where diversity is celebrated and equity is a core value.

Notice of Non-Discrimination, Equal Opportunity and Affirmative Action
The University of Delaware does not discriminate against any person on the basis of race, color, national origin, sex, gender identity or expression, sexual orientation, genetic information, marital status, disability, religion, age, veteran status or any other characteristic protected by applicable law in its employment, educational programs and activities, admissions policies, and scholarship and loan programs as required by Title IX of the Educational Amendments of 1972, the Americans with Disabilities Act of 1990, Section 504 of the Rehabilitation Act of 1973, Title VII of the Civil Rights Act of 1964, and other applicable statutes and University policies. The University of Delaware also prohibits unlawful harassment including sexual harassment and sexual violence.

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