PATIENT SERVICE REPRESENTATIVE - FAMILY PRACTICE

Freeport Memorial Hospital • Freeport, IL

116d • $15 - $24

About The Position

The Patient Service Representative works collaboratively and proactively to coordinate patient flow by being the first to greet, instruct, direct, and schedule patients and visitors. This role incorporates a positive team approach to serve as a liaison between patients and clinical support staff. The representative is familiar with office operations including scheduling, registration, coding, medical records, and collections. This key public relations position involves dealing with patients' compliments and concerns.

Requirements

• High School Diploma or equivalent required.
• 0 - 6 months relatable experience.
• Ability to handle multiple tasks in a fast-paced work environment.
• Displays evidence of strong customer service skills.
• Displays a working knowledge of medical terminology, coding, and insurance preferred.
• Proficient in the use of computers and basic office equipment utilized by FHN.
• Must be flexible to the scheduling of work hours to meet the needs of FHN which may include cross-departmental functions.
• AED/BLS certification required within one year of employment.

Responsibilities

• Focus communications on patient/customer care, business operations, and/or topics to create a positive work environment.
• Collect payments and balances.
• Answer phones, schedule appointments, and preregister/register patients while verifying accuracy of demographics.
• Greet and/or escort patients to exam rooms in offices or other areas, when applicable.
• Schedule testing for patients (labs, referrals, appointments) ensuring completion of applicable paperwork including but not limited to advance beneficiary notice (ABN) waivers, pre-certification, and referral, as applicable.
• Ensure accuracy of balancing end of day payments.
• Collect, process, and distribute mail as needed.
• Process medical records requests for insurance companies, referrals, or patients per FHN policy as applicable.
• Distribute, organize, and/or scan transcription, diagnostic, and other medical reports per FHN EMR workflow.
• Monitor and maintain nonmedical supplies or notify appropriate staff of inventory needs.
• Process forms, including but not limited to pre-certification forms of in/outpatient procedures, waivers, referrals, disability forms, accident, and workers compensation where appropriate.
• Maintain neat appearance of work area and waiting area and conduct light housekeeping as needed.
• Collaborate with CBO representative to address other account issues or questions.
• Understand and perform functions related to approved FHN computer programs, telecommunications equipment, and other required technology.
• Manage medical records, including preparing charts and/or appropriate documentation utilizing approved abbreviations for patient visits, ensuring charts/documentation are present for provider at the time the patient is present, and create new charts/documentation as applicable.
• Adhere to FHN's commitment to Respect, Dignity, and Compassion standards.
• Display competency for the Patient Service Representative role as evidenced in the annual performance appraisal following the FHN PRIDE Standards, policies, and procedures.
• Adhere to detail in data entry in electronic and paper processes.
• Maintain a focus on accuracy.
• Provide superior customer service by consistently following through to ensure patient satisfaction.
• Serve as a patient advocate, proactively working to identify and resolve patient concerns while practicing within FHN policies and procedures.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Hospitals
• Education Level: High school or GED