Patient Services Rep

Job Overview

The purpose of the Patient Service Representative (PSR) is to present the face and voice of the Rutgers Cancer Institute of NJ services to current and potential patient populations. The PSR coordinates scheduling for Medical, Surgical and Radiation Oncology as well as Infusion and referral appointments at appropriate sites to ensure and enhance coordination of care. The PSR serves as the hub for all incoming external and internal requests related to scheduling, demographic and insurance updates as needed, and confirming active referrals for upcoming visits.

• Handle telephone calls or electronic requests in an effective and consumer-friendly manner.
• Respond to telephone and in-person contacts with patients or family members in a courteous, helpful fashion.
• Process referrals, inquiries, and other contacts with professionals, outside agencies, and other parties in a professional and cordial manner.
• Enter patient demographic/insurance information according to approved protocol; verify insurance eligibility and communicate any copays or outstanding balances.
• Refer to Financial Counselor as appropriate (e.g., uninsured, underinsured, non-participating plans).
• Maintain knowledge of programs, services, and eligibility criteria; stay informed about insurance grids and managed care relationships.
• Schedule all daily appointments using EMR software and ensure appointment links with referring physician information.
• Greet patients professionally and keep them informed about delays when applicable.
• Provide clear referral/disposition explanations to patients under supervision, aiming for satisfactory compliance.
• Establish rapport with external Cancer Institute of NJ customers, including physicians and health care organizations.

Required:

• 0 - 3 years of related experience within the healthcare field
• Ability and interest to learn clinical information and criteria
• Exquisite communication skills
• Ability to read, write, and speak or communicate in English to successfully accomplish the essential duties
• Superior oral and written communication skills to communicate with clinical, administrative, and other personnel
• Strong interpersonal skills for maintaining a professional public image with patients, families, and referring physicians
• Computer literate with proficiency in database and reporting tools (e.g., Microsoft Word, Excel, PowerPoint, Adobe Acrobat)
• Commitment to working with people with cancer
• Ability to interact with patients across all age groups, with emphasis on cancer patients

Preferred:

• Knowledge of medical terminology
• Bilingual in English and other languages is a plus

• Working Shift: Monday - Friday
• Day Shift
• Full-Time, 40 Hours Per Week
• Location:
  
  Morris Cancer Center / RWJ New Brunswick

• Actively participates in ensuring telephone calls or electronic requests are handled effectively and customer-friendly
• Responds to calls promptly; aims to answer within three rings when applicable
• Handles inquiries from patients, family members, and professionals in a courteous, helpful manner
• Processes service requests/referrals following Cancer Institute of NJ Patient Service Center procedures
• Maintains up-to-date knowledge of programs, services, and provider eligibility criteria
• Maintains knowledge of insurance grids and relationships with managed care organizations to correctly process requests
• Enters patient demographic/insurance information per protocol; verifies insurance eligibility for upcoming appointments
• Notifies patients of copays or outstanding balances
• Escalates to Financial Counselor when appropriate
• Reviews and resolves registration edits for clinic and outpatient services
• In call-center settings, makes outbound calls to reschedule appointments as needed
• In clinic settings, handles payments, posts to billing records, and reconciles accounts per policy
• Answers routine inquiries about billing and insurance payments
• Monitors provider schedules and ensures proper utilization of providers
• Updates appointment data in EMR and links same-day services appropriately
• Greet patients and keep them informed about delays
• Provides clear referral/disposition explanations to patients as directed
• Establishes rapport with external customers including physicians and health care organizations

Please note this job description is not designed to cover a comprehensive listing of activities, duties or responsibilities. Duties may change at any time with or without notice.

• Paid Time Off including Vacation, Holidays, and Sick Time
• Retirement Plans
• Medical and Prescription Drug Insurance
• Dental and Vision Insurance
• Disability and Life Insurance
• Paid Parental Leave
• Tuition Reimbursement
• Student Loan Planning Support
• Flexible Spending Accounts
• Wellness Programs
• Voluntary Benefits
• Discounts Through Partners

RWJBarnabas Health is an Equal Opportunity Employer