Patient Service Representative I

American Addiction Centers•Rome, GA

1d•$20 - $30•Onsite

About The Position

The Patient Service Representative I is responsible for greeting patients, monitoring patient flow, and ensuring efficient and courteous service. This role involves completing the registration process, verifying and updating patient demographic and insurance information, and collecting patient financial liabilities. The position also requires following financial clearance policies, referring patients to Financial Counselors when necessary, and performing visit closure tasks such as scheduling follow-up appointments and collecting payments. The representative must maintain knowledge of various payer requirements and proactively communicate customer service and process improvement opportunities to management. Performance expectations include meeting productivity requirements and maintaining a high accuracy rate.

Requirements

High school diploma or GED required.
Ability to identify and understand issues and problems, examine data, and draw logical conclusions.
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 patient referral, pre-certification, and authorization processes.
Ability to speak effectively to customers or employees, presenting a pleasant, professional demeanor during telephone conversations.
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 and calculate figures and amounts such as discounts and percentages.
Ability to work with minimal supervision, problem-solve in a high-profile and high-stress area, and interact positively with all internal and external customers.
Ability to determine the priority of work.

Nice To Haves

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

Responsibilities

Greets patients arriving for their appointments and monitors patient flow to ensure efficient and courteous service.
Ensures all patient demographic and insurance information is complete and accurate.
Completes the registration process for walk-in patients, verifying and updating demographic and insurance information.
Obtains, calculates, and collects the patient’s out-of-pocket financial liability, including past due and present balances or estimates.
Follows the Financial Clearance policy for non-urgent patient services when appropriate.
Identifies patients in need of financial assistance and refers them to a Financial Counselor.
Performs visit closure, including checking out patients, scheduling follow-up appointments, collecting additional patient responsibility, and providing necessary documents.
Maintains knowledge of Medicare, Medicaid, third-party payer requirements, guidelines, policies, insurance plans requiring pre-authorization/referral, and accepted insurance plans.
Proactively communicates issues involving customer service and process improvement opportunities to management.
Meets productivity requirements to ensure excellent customer service.
Meets or exceeds performance expectations of 98% accuracy rate and established department productivity measurements.
Maintains excellent public relations with patients, families, and clinical staff, and demonstrates a willingness to work collaboratively.

Benefits

Comprehensive suite of Total Rewards: benefits and well-being programs
Competitive compensation
Generous retirement offerings
Programs that invest in your career development
Base compensation listed within the listed pay range based on factors such as qualifications, skills, relevant experience, and/or training
Premium pay such as shift, on call, and more based on a teammate's job
Incentive pay for select positions
Opportunity for annual increases based on performance
Paid Time Off programs
Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability
Flexible Spending Accounts for eligible health care and dependent care expenses
Family benefits such as adoption assistance and paid parental leave
Defined contribution retirement plans with employer match and other financial wellness programs
Educational Assistance Program