Patient Financial Services Representative - I - FT - Days - MRHS

Memorial Healthcare

About The Position

The Patient Financial Services Representative (PFSR) is the first point of contact for patients and guarantors in a hospital, ambulatory, or medical office setting. The representative gathers and verifies demographic, financial, and insurance eligibility information, answers questions, and ensures required notices and consent forms are completed and signed. The role includes verifying insurance benefits and coverage, determining insurance filing order, explaining policies and consent forms, collecting patient payments, providing estimates, preparing and balancing daily deposits, and obtaining pre-certifications and authorizations. Depending on the setting, the representative may also confirm orders, schedule appointments, assist with discharge activities, guide patients to services, or perform additional specialty-practice, hospital, or primary-care duties. Physician-practice employees must be willing to travel to other locations based on business needs; mileage reimbursement is provided. The position requires excellent communication and critical-thinking skills, decisive judgment, minimal supervision, the ability to work under stress, and collaborative relationship-building. The role is on the day shift. The position's listed physical and environmental requirements include frequent keyboard and computer-monitor use, sitting, standing, walking, reaching, lifting and carrying, and exposure to certain biological hazards, chemicals, needles, and other workplace conditions.

Requirements

High school diploma or equivalent.
No prior experience required.
Excellent communication skills, critical-thinking skills, decisive judgment, and ability to work with minimal supervision.
Ability to work in a stressful environment and take appropriate action.
Ability to work collaboratively and build relationships.
For physician-practice roles, 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 interview them at a workstation or bedside to obtain necessary information, including identification.
Verify insurance benefits, obtain insurance cards, confirm active coverage, and determine the correct filing order when multiple coverages apply.
Explain policies and regulatory and financial consent forms, and obtain required signatures.
Confirm physician and prescription orders when needed.
Schedule walk-in appointments for available services when needed.
Collect patient out-of-pocket responsibility according to collection guidelines and provide estimates upon request.
Prepare and balance a daily deposit of payment collections.
Perform patient discharge functions when needed, including reviewing the after-visit summary, scheduling future appointments, and making referrals.
Provide courteous, timely customer service; address questions and concerns and guide patients to appropriate service destinations.
Obtain pre-certifications and authorizations.
For specialty practices, obtain specialty authorizations; manage authorization denials and peer-to-peer processes; schedule appointments and procedures; handle incoming calls, including physician and hospital back-line calls; and obtain and confirm referrals.
In the hospital, place an identification band after validating patient identity, obtain signatures for hospital-specific regulatory forms, obtain authorizations for 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 patient requests; and address prescription refill requests, MyChart patient advice requests, and provider scheduling templates.
For physician practices, travel to other locations as business needs require.