Patient Financial Services Representative I - FT - Nights - FSED Red Road

Memorial Healthcare

About The Position

The Patient Financial Services Representative (PFSR) is 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 confirming physician and prescription orders; performing discharge tasks; explaining policies and consent forms; verifying insurance coverage and filing order; obtaining pre-certifications and authorizations; collecting payments; preparing daily deposits; providing estimates; scheduling walk-in appointments; and helping patients reach the appropriate service destination. Work may also involve department-specific duties in physician practices, hospitals, or primary care. The position requires excellent communication and critical-thinking skills, sound judgment, the ability to work with minimal supervision in stressful situations, and the ability to work collaboratively and build relationships. For Physician Practices (MPG, MPC and UCC), travel to other locations may be required based on business needs; mileage reimbursement is provided.

Requirements

High school diploma or equivalent.
Excellent communication skills, critical-thinking skills, and decisive judgment.
Ability to work with minimal supervision and take appropriate action in a stressful environment.
Ability to work collaboratively and build relationships.
No prior 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

Interview patients and guarantors at a workstation or bedside to collect necessary information, including a copy of identification.
Confirm physician and prescription orders for accuracy, when applicable.
Perform patient discharge functions, which may include reviewing the after-visit summary, scheduling future appointments, and arranging referrals.
Explain policies, regulatory forms, and financial consent forms, and obtain required signatures.
Verify insurance benefits, obtain insurance cards, confirm active coverage, and determine the correct filing order for multiple coverages.
Obtain pre-certifications and authorizations.
Provide courteous customer service and address questions and concerns in a timely manner.
Guide patients to the appropriate destination for services, when needed.
Collect patient out-of-pocket responsibility according to collection guidelines, provide estimates upon request, and prepare and balance a daily deposit of payment collections.
Schedule walk-in appointments for offered services, when applicable.
In specialty practices, obtain specialty authorizations; manage authorization denials and peer-to-peer processes; schedule appointments and procedures; handle incoming and physician/hospital back-line calls; and obtain and confirm referrals.
In hospitals, place patient identification bands after validating identity, obtain signatures for hospital-specific regulatory forms, authorize walk-in appointments, and determine when financial assistance is needed.
In Memorial Primary Care, support MIH-MPC referrals, payment collection, and eligibility scheduling; process referral work queues and same-day access requests; work with the Patient Access Center on real-time requests; and address prescription refill requests, MyChart patient advice requests, and provider scheduling templates.
Travel to other Physician Practice locations as business needs require.