Patient Service Representative I
About The Position
The Patient Service Representative I is responsible for greeting patients, monitoring patient flow, and ensuring efficient and courteous care. This role involves completing the registration process, verifying 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 insurance requirements and proactively communicate customer service issues to management. Additionally, the role requires meeting productivity and accuracy standards, and maintaining positive public relations with patients, families, and staff.
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 application in 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 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 care.
- 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.
- Follows the Financial Clearance policy for non-urgent patient services when appropriate.
- Refers patients in need of financial assistance to a Financial Counselor.
- Performs visit closure, including checking out patients, scheduling follow-up appointments, collecting 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 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 works collaboratively with others for concise and timely information flow.
Benefits
- Comprehensive suite of Total Rewards
- Benefits and well-being programs
- Competitive compensation
- Generous retirement offerings
- Programs that invest in career development
- Base compensation within the listed pay range
- Premium pay such as shift, on call, and more
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
