Patient Service Rep III

Howard University•Washington, DC

13d•$19 - $20

About The Position

The Patient Service Rep III provides assistance to patients, staff, and Medical Faculty of Howard University Faculty Practice Plan. The role coordinates patient-facing front-office operations and serves as team lead for Patient Service Representatives I and II, providing training on relevant duties. The position involves contact with third-party payers, medical organizations, patients, healthcare personnel, Medical Faculty, and employees of the Faculty Practice Plan, Howard University, Howard University Hospital, and affiliates. It has no supervisory authority or responsibility for directing others. The position supports appointment scheduling, patient registration, insurance verification, point-of-service payment collection, charge processing, and customer service. It works with Providers/Cost Center Members and the Department Administrative Manager to develop appointment policies and procedures, and follows Faculty Practice Plan policies, procedures, and standard systems. The role also assists with provider billing documentation, patient access to disability insurance benefits and other services, and the resolution of patient complaints. The expected pay range is $19–$20 per hour.

Requirements

Associate's degree and 2–4 years of general work experience.
An AA/AS may substitute for four years of required work experience.
A BA/BS may substitute for up to four years of work experience.
Knowledge of the Division’s activities and organizational clerical functions, including physician billing and third-party payers.
Knowledge of medical terminology, CPT, and ICD-9 coding.
Ability to present information effectively in one-on-one and small-group situations.
Ability to perform basic math, compute rates, ratios, and percentages, and interpret bar graphs.
Ability to apply common-sense understanding to written, oral, or diagram-form instructions and to address problems involving several concrete variables in situations with limited standardization.
Ability to operate a computer, photocopier, and standard office equipment.
Ability to sort and file materials using alphabetical or numeric systems.
Ability to establish and maintain effective working relationships with patients, employees, and the public.
Ability to communicate clearly and concisely in spoken and written English with people from various educational levels and backgrounds.
Ability to plan, organize, coordinate, and prioritize work when handling diverse demands.

Responsibilities

Develop appointment scheduling policies and procedures with Providers/Cost Center Members and the Department Administrative Manager, including processes for new patients, special problems, and emergencies.
Serve as team lead for Patient Service Representatives I and II and train them on relevant duties.
Ensure patients are handled consistently and scheduled according to the urgency of their complaints.
Ensure that applicable policies and procedures conform to Faculty Practice Plan policies, procedures, and standard systems.
Implement front-office processes to support financial performance and customer service, including appointment confirmations, patient registration in the IDX system, insurance verification, and collection of payments and co-pays at the time of service.
Assist assigned Providers/Cost Center Members with completing super bills.
Develop, set up, and monitor sign-in sheets, and reconcile fee tickets to sign-in sheets.
Help patients obtain disability insurance benefits, home health care, and medical equipment.
Ensure proper coding on submitted charges.
Develop procedures to ensure all charges are collected; collect batches and submit charges daily to the Revenue Control Center in accordance with established procedures.
Promote customer service and satisfaction, handle complaints appropriately, resolve them, and address systemic issues department-wide.
Represent assigned Providers/Cost Center Members appropriately and maintain effective relationships within the clinical enterprise, including ancillary departments, Howard University Hospital, the Faculty Practice Plan Business Office, employers, and other key constituencies.
Perform other related duties as assigned.