Patient Financial Services Representative - I - Per Diem - Night - MRH

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 required notices and consent forms are completed and signed. The role involves collecting payments, verifying coverage and authorizations, providing estimates, and delivering courteous customer service. Additional duties vary by work setting. Physician-practice representatives may handle specialty authorizations, appointments, referrals, calls, and authorization denials. Hospital representatives may place identification bands, obtain hospital-specific forms, authorize walk-in appointments, and identify financial-assistance needs. Memorial Primary Care representatives may manage referrals, same-day access requests, patient requests, prescription refill and advice requests, and provider scheduling templates. For Physician Practices (MPG, MPC, and UCC), travel to other locations may be required based on business needs; mileage reimbursement is provided. The position is per diem and works nights. The work may involve a stressful environment and exposure to various physical demands and workplace hazards, as detailed in the posting.

Requirements

High school diploma or equivalent.
Excellent communication and 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.
No experience required.

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 gather necessary information, including identification cards.
Verify insurance benefits, obtain insurance cards, confirm active coverage, and determine the correct filing order when multiple coverages apply.
Obtain pre-certification and authorization.
Explain policies and regulatory and financial consent forms, and obtain required signatures.
Collect patient out-of-pocket responsibility according to collection guidelines; provide estimates upon request.
Prepare and balance a daily deposit of collected payments.
Provide exceptional customer service, address questions and concerns promptly and courteously, and guide patients to appropriate service destinations when needed.
May confirm physician and prescription orders for accuracy.
May schedule walk-in appointments for offered services.
May perform discharge functions, including reviewing the after-visit summary, scheduling future appointments, and arranging referrals.
In Memorial Physician Group specialty practices, obtain specialty authorizations, manage authorization denials and peer-to-peer processes, schedule appointments and procedures, handle incoming and back-line calls, and obtain and confirm referrals.
In the hospital, place patient identification bands after identity validation, obtain hospital-specific regulatory signatures, obtain authorizations for walk-in appointments, and determine when financial assistance is needed.
In Memorial Primary Care, handle MIH-MPC 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; address prescription refill and patient advice requests through MyChart; and manage provider scheduling templates.
For Physician Practices (MPG, MPC, and UCC), travel to other locations as business needs require.