Patient Service Rep 1

American Addiction Centers•Rome, GA

6d•$20 - $30•Onsite

About The Position

The Patient Service Rep 1 is responsible for greeting patients, monitoring patient flow, ensuring patient demographic and insurance information is complete and accurate, and completing the registration process. This role also involves verifying and updating patient information, calculating and collecting patient financial liability, and referring patients to a Financial Counselor when necessary. The position performs visit closure, including scheduling follow-up appointments and providing necessary documents. The Patient Service Rep 1 must maintain knowledge of Medicare, Medicaid, and third-party payer requirements, as well as insurance plans requiring pre-authorization. They are expected to communicate customer service issues and process improvement opportunities to management, meet productivity requirements, and maintain a high accuracy rate. Excellent public relations and collaboration skills are essential.

Requirements

High school diploma or GED required.
Patient access (scheduling, registration and financial clearance), insurance verification, billing or certified medical assistant experience preferred.
Ability to identify and understand issues and problems.
Examines data and draws logical conclusions based on information available.
Knowledge and ability to articulate explanations of Medicare, HIPAA, and EMTALA rules and regulations and comply with updates on insurance pre-certification requirements.
Mathematical aptitude, effective oral and written communication skills and critical thinking skills.
Understanding of basic human anatomy, medical terminology and procedures for application in the patient referral, pre-certification and authorization processes.
Ability to speak effectively to customers or employees of the organization; presents a pleasant, professional demeanor and image during telephone conversation.
Ability to handle sensitive and confidential information according to internal policies.
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
Experience with Microsoft Outlook, Word and Excel and ADT software.
Ability to write routine correspondence, calculate figures and amounts such as discounts and percentages.
Must be able to work with minimal supervision, to problem solve in a high profile and high stress area and interact positively with all internal and external customers while possessing the ability to determine priority of work.

Nice To Haves

Patient access (scheduling, registration and financial clearance), insurance verification, billing or certified medical assistant experience.

Responsibilities

Greets patients arriving for their appointments.
Monitors patient flow to ensure patients are cared for in the most efficient and courteous manner.
Ensures all patient demographic and insurance information is complete and accurate.
Completes the registration process on walk-in patients, verifies and / or updates patient demographic and insurance information if changes or additions have occurred.
Obtains, calculates and collects the patient’s out of pocket financial liability.
Requests and collects past due and present balances or estimates due.
Follows the Financial Clearance policy for non-urgent patient services if financial clearance has not been completed or authorization has not been obtained, when appropriate.
Identifies patients in need of financial assistance and refers patients to Financial Counselor.
Performs visit closure, including but not limited to checking out patients, scheduling follow-up appointment(s), collecting additional patient responsibility (when applicable) and providing patient with appropriate documents.
Maintains knowledge of and reference materials of the following: Medicare, Medicaid and third-party payer requirements, guidelines and policies, insurance plans requiring pre-authorization/referral and a list of current accepted insurance plans.
Proactively communicates issues involving customer service and process improvement opportunities to management.
Meets productivity requirements to ensure excellent service is provided to customers.
Meets or exceeds performance expectations of 98% accuracy rate and established department productivity measurements.
Maintains excellent public relations with patients, families, and clinical staff as well as demonstrates a willingness and ability to work collaboratively with others for concise and timely flow of information.