PATIENT SERVICE REPRESENTATIVE, EMERGENCY SERVICES: University Hospital, ER (Part Time)

University of Missouri Health Care•Columbia, MO

27d•$17 - $23

About The Position

MU Health Care is seeking a Patient Service Representative for Emergency Services to provide a compassionate, collaborative patient experience. The role serves as a point of contact for patients and families, supports their needs, and helps maintain organized, welcoming spaces. It includes managing patient interactions, medical records, and related technology in a fast-paced emergency department. The position verifies insurance eligibility and benefits, submits Emergency Department notices of admission for VA patients, and registers patients accurately, including bedside registration. The representative supports patients and families during emotional events, coordinates with clinical staff, and communicates with EMS and multidisciplinary teams. The role also requires following emergency preparedness and regulatory protocols, screening uninsured patients for Medicaid expansion eligibility, and resolving technical issues that could impede care. The work environment is unpredictable and may involve de-escalating agitated or aggressive patients professionally. This is a part-time position scheduled Saturdays and Sundays from 7:00 AM to 5:00 PM. The health care facility operates 24 hours a day, 365 days a year; rotating shifts, holidays, and work during inclement weather are required.

Requirements

High school diploma, or an equivalent combination of education and experience providing comparable knowledge, skills, and abilities.
At least six months of experience in frontline customer service and guest relations duties and skills.
Ability to prioritize multiple tasks in a fast-paced environment.
Strong collaboration skills for working in a multidisciplinary environment.
Ability to communicate professionally and empathetically with patients and families, including in emotionally difficult situations.
Ability to adapt to an unpredictable environment and independently resolve issues affecting patient care.

Nice To Haves

Prior experience in a health care setting, hospital admissions, registration, or a medical office.
Experience using medical terminology.
Additional licenses or certifications as determined by the hiring department.

Responsibilities

Verify insurance eligibility and benefits with payors or insurance companies in a timely manner.
Submit Emergency Department notices of admission for VA patients to help secure payment for encounters.
Register high volumes of acutely ill patients accurately and follow best-practice registration processes to protect patient safety and prevent duplicate medical records.
Follow disaster preparedness protocols for mass influx events involving unidentified patients.
Stay current on regulatory requirements for the Emergency Room and inpatient care.
Assess patient level of care to determine which patients can be transferred back to the Emergency Room in acute scenarios without creating duplicate encounters.
Screen uninsured patients for Medicaid expansion eligibility.
Prioritize multiple tasks, including trauma arrivals and communications with EMS.
Perform bedside registration and obtain verification needed to apply accurate insurance benefits.
Support patient families during emotional events and act as a liaison between families and clinical staff regarding patient needs.
Resolve technical errors and issues that could impede patient care, making appropriate independent decisions.
Adapt to an unpredictable environment and professionally de-escalate agitated or aggressive patients while demonstrating empathy.
Report to work on time for all scheduled shifts.
Complete unit- or department-specific duties and expectations as outlined in department documents.