Patient Service Representative - Referral Management

Mary Free Bed Rehabilitation Hospital•Grand Rapids, MI

18h•Onsite

About The Position

Mary Free Bed has the privilege of helping patients and families rebuild their lives. We offer a culture that has been sculpted for more than a century, with a hallmark of carefully listening to patients and innovatively serving them. This applies to every employee, from support staff and leadership to clinicians and care providers. Mary Free Bed is a not-for-profit, nationally accredited rehabilitation hospital serving thousands of children and adults each year through inpatient, outpatient, sub-acute rehabilitation, orthotics and prosthetics, and home and community programs. With the most comprehensive rehabilitation services in Michigan and an exclusive focus on rehabilitation, Mary Free Bed physicians, nurses, and therapists help our patients achieve outstanding clinical outcomes. The growing Mary Free Bed Network provides patients throughout the state with access to our unique standard of care. Our mission is Restoring hope and freedom through rehabilitation. At Mary Free Bed, we take pride in our values-based culture: Focus on Patient Care, Clinical Variety and Challenge, Family Culture, Trust in Each Other, and A Proud Tradition.

Requirements

Minimum of the GED/Diploma, Associates degree preferred
Computer experience with high accuracy level of data entry.
Excellent telephone and customer service skills.
Outstanding organizational, interpersonal, communication, and overall customer service skills.
Ability to perform in a high paced environment with a positive attitude and interact with professional staff in an appropriate manner.
Remain in a stationary position: Majority
Traverse or move around work location: None
Use keyboard: Frequently
Operate or use department specific equipment: None
Ascend/Descend equipment or ladder: None
Position self to accomplish the Essential Functions of the role: Frequently
Receive and communicate information and ideas for understanding: Frequently
Transport, position, and/or exert force: Up to 10 pounds: Occasionally

Nice To Haves

Bachelor’s Degree in a health-related field
Minimum 12-18 months’ work experience in healthcare with scheduling and/or PFS related job duties.
Working knowledge of ICD-10-CM and CPT coding classification systems.
Knowledge of medical terminology and clinical rehabilitation.

Responsibilities

Greet, provide information, and respond to the needs of patients, families, staff, and other visitors at the check-in/out desk.
Accurately collect and analyze all required demographic, insurance/financial, and clinical data elements necessary to pre-register and register all types of patients.
Coordinate/schedule initial evaluation and subsequent patient appointments for multi-disciplines based on patient needs.
Manage calls from insurance/care managers to coordinate multi discipline care for patients.
Collect any expected charge for service provided and complete timely posting of cash collections, accepting and generating appropriate receipts for monies and credit card payments received; provide financial guidance to achieve a mutually acceptable resolution of the expected self-pay balance including options of payment and charity care.
Receive and properly respond to telephone, electronic, or face-to-face inquiries from patients or their legal representatives.
Perform all other appropriate activities as directed and as necessary to meet the patient’s needs and to achieve expected departmental and organizational outcomes.
Provide various other responsibilities and clerical/therapist support as delegated by Manager.
Demonstrate excellent customer service and standards of behaviors as well as encourages, coaches, and monitors the same in team members.
Consistently promote teamwork and direct communication with co-workers and deal discretely and sensitively with confidential information.
Contribute by identifying problems and seeking solutions.
Promote patient/family satisfaction where possible; participates in departmental efforts to monitor and report customer service.