PATIENT SERVICE REPRESENTATIVE - LENA

MERCYHEALTH•Lena, IL

2d•Onsite

About The Position

Works collaboratively and proactively to coordinate patient flow by being the first to greet, instruct, direct and schedule patients and visitors. Incorporates a positive team approach to serve as a liaison between patients and clinical support staff. Familiar with the office operations including scheduling, registration, coding, medical records, and collections. Key public relations position which will involve dealing with patient’s 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
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

Nice To Haves

Displays a working knowledge of medical terminology, coding and insurance preferred

Responsibilities

Focus communications on patient/customer care, business operations, and/or topics to create a positive work environment.
Collect payments and balances.
Responsible to answer phones, schedule appointments and preregister/register patients with verifying accuracy of demographics.
Greet and/or escort patient to exam room in offices or other areas, when applicable.
Schedules 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.
Ensures accuracy of balancing end of day payments.
Collects mail, processes and distributes, as needed.
Processes medical records requests for insurance companies, referrals or patient per FHN policy as applicable
Distributes, organizes and/or scans transcription, diagnostic, and other medical reports per FHN EMR (Electronic Medical Record) workflow.
Monitors and maintains nonmedical supplies or notifies appropriate staff of inventory needs.
Processes forms, including but not limited to pre certification forms of in/outpatient procedures, waivers, referrals, disability forms, accident and workers compensation where appropriate.
Maintains neat appearance of work area, waiting area and conducts light housekeeping as needed.
Collaborate with CBO representative to address other account issues or questions.
Understands and is able to perform functions related to approved FHN computer programs, tele-communications equipment, and other required technology.
Manages medical records, including preparing charts and/or appropriate documentation utilizing approved abbreviations for patient visit, ensuring charts/documentation are present for provider at the time the patient is present, and create new charts/documentation as applicable.
Adheres to FHN’s commitment to Respect, Dignity, and Compassion standards.
Displays competency for the Patient Service Representative role as evidenced in the annual performance appraisal following the FHN PRIDE Standards, policies, and procedures.
Adheres to detail in data entry in electronic and paper processes.
Maintains a focus on accuracy.
Provides superior customer service by consistently following through to ensure patient satisfaction.
Serves as a patient advocate, proactively working to identify and resolve patient concerns while practicing within FHN policies and procedures.
Other duties may be assigned.