About Our Company

We’re a physician-led, patient-centric network committed to simplifying health care and bringing a more connected kind of care.

Our primary, multispecialty, and urgent care providers serve millions of patients in traditional practices, patients' homes and virtually through VillageMD and our operating companies Village Medical, Village Medical at Home, Summit Health, CityMD, and Starling Physicians.

When you join our team, you become part of a compassionate community of people who work hard every day to make health care better for all. We are innovating value-based care and leveraging integrated applications, population insights and staffing expertise to ensure all patients have access to high-quality, connected care services that provide better outcomes at a reduced total cost of care.

Please Note: We will only contact candidates regarding your applications from one of the following domains: @summithealth.com, @citymd.net, @villagemd.com, @villagemedical.com, @westmedgroup.com, @starlingphysicians.com, or @bmctotalcare.com.

Job Description

Job Description

Position Summary

The Patient Service Representative is responsible for acting as the first point of contact for patients by greeting, check-in and out, gathering information, registering, pulling all orders from the EHR or LIS. This position is critical to Starling Physicians: by providing outstanding patient care and maintaining the flow, the Patient Service Representative contributes to meeting the health care, safety and comfort needs of patients. These functions are performed in accordance with all existing regulatory, state and company standards, policies and procedures. 

Key Accountabilities 

• Completely and accurately registers new and established patients including demographic input and insurance information into the EHR.
• Determines if visit is for an accident or injury, or other type of billable service to collect Workers Comp/Auto insurance information.
• Reviews required fields in the EHR to assure that minimum data set information is current and up to date at each patient visit. 
• Confirms with patient all current Lab orders in the EHR and which they are there to have drawn for their visit.
• Maintains requisition order to allow accurate and timely patient processing.
• Call MD office if there are no current orders for a patient.
• May be required to check out patients after their visit in the EHR system.
• Processes necessary paperwork by scanning documents that need to be linked to the patient's medical record and maintaining confidentiality.
• Scans and updates insurance cards.
• Responds to patients’ questions and investigates and communicates answers as appropriate.
• Receives and distributes mail (if applicable).
• Answers incoming calls and triages calls.
• Follows policies and procedures to ensure patient care needs are met through all telephone and in person interactions.
• Attend monthly staff meetings required. 
• Participates in front office training to stay abreast of front office policies and procedures.
• Coordinates communication and information with other departments as necessary.
• Maintains strict patient confidentiality in accordance with HIPAA, Starling Physician’s Compliance and Privacy manuals.
• Adheres to OSHA regulations.
• Performs other clinical and administrative duties.
• Performs other duties as requested.

Relationships (Reports to, Leads, Supervisor or Lab Manager/Director)

• Reports to the Team Leader, Clinical Supervisor, or Practice Manager/Director
• Establishes and maintains effective working relationships with patients, co-workers, physicians, and the public.

Qualifications (Education, Experience, Additional Skills & Requirements):

• High School graduate or equivalent. 
• Good computer and math skills.
• Minimum six months’ healthcare experience or other relevant office experience preferred.
• Knowledge of medical/Laboratory terminology a plus.
• Knowledge of third-party billing a plus.
• Must be detail oriented with good interpersonal and customer service skills.
• Ability to work effectively and professionally under pressure.
• Ability to work in a team and to share responsibilities and duties. 
• Ability to resolve interpersonal conflicts in a straightforward and timely manner. 
• Ability to set priorities, be organized and be a self-starter. 
• Ability to be friendly, empathic and an adept communicator. 
• Ability to treat both staff and patients with respect.

Working Conditions, Physical Requirements:   

• May be required to work at any facility based on operational need, and schedule may vary.  
• Traveling to various practice locations will require ability to drive, a valid driver’s license and use of own reliable transportation.
• Physical activity will include walking, standing, and sitting.
• Physical demands may also include lifting and carrying equipment up to 30 lbs. or providing physical assistance to patients.  
• Other physical requirements include speaking and hearing ability sufficient to communicate effectively by phone or in person at normal volumes; vision adequate to read correspondence, computer screen, forms, etc.; and good manual dexterity. 
• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. 

The provided compensation range is based on industry standards and salary determinations will be made based on numerous factors including but not limited to years of experience and location of position.

About Our Commitment

Total Rewards at VillageMD

Our team members are essential to our mission to reshape healthcare through the power of connection. VillageMD highly values the critical role that health and wellness play in the lives of our team members and their families.  Participation in VillageMD’s benefit platform includes Medical, Dental, Life, Disability, Vision, FSA coverages and a 401k savings plan.

Equal Opportunity Employer

Our Company provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to, and does not discriminate on the basis of, race, color, religion, creed, gender/sex, sexual orientation, gender identity and expression (including transgender status), national origin, ancestry, citizenship status, age, disability, genetic information, marital status, pregnancy, military status, veteran status, or any other characteristic protected by applicable federal, state, and local laws.

Safety Disclaimer

Our Company cares about the safety of our employees and applicants. Our Company does not use chat rooms for job searches or communications. Our Company will never request personal information via informal chat platforms or unsecure email. Our Company will never ask for money or an exchange of money, banking or other personal information prior to the in-person interview. Be aware of potential scams while job seeking. Interviews are conducted at select Our Company locations during regular business hours only. For information on job scams, visit, https://www.consumer.ftc.gov/JobScams or file a complaint at https://www.ftccomplaintassistant.gov/.