Patient Financial Services Representative I - FT - Days - MRH

Memorial Healthcare

About The Position

The Patient Financial Services Representative (PFSR) serves as the first point of contact for patients and guarantors in hospital, ambulatory, or medical office settings. The representative gathers and verifies demographic, financial, and insurance eligibility information, answers questions, and ensures that required notices and consent forms are signed. The role may include responsibilities specific to hospital, physician-practice, or primary-care settings. For physician practices, the representative must be willing to travel to other locations as business needs require; mileage reimbursement is provided.

Requirements

High school diploma or equivalent.
Excellent communication and critical-thinking skills, decisive judgment, and the ability to work with minimal supervision.
Ability to work in a stressful environment and take appropriate action.
Ability to work collaboratively and build relationships.
No experience required.
For Physician Practices (MPG, MPC, and UCC), willingness to travel to other locations based on business needs.

Nice To Haves

One year of related hospital, medical office, or customer service experience is preferred.

Responsibilities

Greet patients and guarantors and gather and verify required demographic, financial, and insurance eligibility information.
Ensure required notices, regulatory forms, and consent forms are explained and signed.
Provide exceptional customer service, address questions and concerns promptly and courteously, and guide patients to the appropriate service destination when needed.
Perform patient discharge functions as assigned, including reviewing the after-visit summary, scheduling future appointments, and arranging referrals.
Obtain pre-certifications and authorizations, including specialty authorizations or walk-in appointment authorizations as applicable.
Verify insurance benefits, obtain insurance cards, confirm active coverage, and determine the correct filing order when multiple coverages apply.
Interview patients and guarantors at a workstation or bedside to collect necessary information, including identification-card copies.
Confirm physician and prescription orders for accuracy when applicable.
Schedule walk-in appointments and, in physician practices, schedule patient appointments and procedures.
Collect patient out-of-pocket responsibility according to collection guidelines, provide estimates upon request, and prepare and balance a daily deposit of collections.
In physician practices, handle incoming calls, including physician and hospital back-line calls; obtain and confirm referrals; and participate in authorization denial and peer-to-peer processes.
In hospital settings, validate patient identity and place identification bands, obtain hospital-specific regulatory signatures, and determine when financial assistance is needed.
In Memorial Primary Care, support the MIH-MPC program through patient referrals, payment collection, and eligibility scheduling; process referral work queues and same-day access requests; coordinate real-time patient requests with the Patient Access Center; and address prescription refill requests, MyChart patient advice requests, and provider scheduling templates.