Patient Service Representative - Call Center - 4S Ranch

Scripps Health•San Diego, CA

14h•Onsite

About The Position

Responsible for interacting with patients, payers and providers to gather information necessary for accurate registration including assigning of appropriate Medical Record Number, scheduling, referral/authorization, point of service payment collection, document collection and arrival/check-in functions. Responds to customer billing and payment inquires as needed. Effectively manages the patient check-in and check-out process from start to finish, which includes identification verification; updating or confirming demographic and insurance information on every patient; ensuring appropriate forms are provided, signed and witnessed at the time of the patient visit; collecting patient payment responsibility and accurately preparing end of day reporting or payment reconciliation as needed. Escalating billing inquiries as needed. Accurately scheduling patient appointments. Successful scheduling includes, but not limited to, exhibiting proficiency in appointment scheduling procedures, accurate documentation and routing of messages, scheduling and confirming appointments according to practice guidelines, entering appropriate insurance, performing Key User duties with minimal errors. May be responsible for initiating and validating referrals/authorizations. Regularly displays a proactive approach to customer service by listening to the patient, taking ownership of solutions and is able to accurately identify the need to involve leadership in order to resolve concerns.

Requirements

Proficiency in computer applications.
Excellent mathematical skills.
Ability to handle monies.
Excellent communication skills.
Excellent customer service skills.
Strong organizational skills.
Strong analytical skills.
Ability to identify and solve problems.
Innovative thinking.

Nice To Haves

1 year experience in customer service or healthcare/medical office environment.
Ability to adapt, prioritize, and meet deadlines.
Knowledge of medical terminology.
Knowledge of commercial and government health insurance and billing guidelines.
Knowledge of ACA requirements.
Understanding of DRG's.
Knowledge of Medical ICD9/ICD10 codes and CPT/HCPC Codes and Modifiers.

Responsibilities

Interact with patients, payers, and providers to gather information for accurate registration.
Assign appropriate Medical Record Number.
Handle scheduling, referral/authorization, and point of service payment collection.
Collect necessary documents and manage arrival/check-in functions.
Respond to customer billing and payment inquiries.
Manage the patient check-in and check-out process.
Verify identification and update/confirm demographic and insurance information.
Ensure appropriate forms are provided, signed, and witnessed.
Collect patient payment responsibility.
Prepare end-of-day reporting or payment reconciliation.
Escalate billing inquiries as needed.
Accurately schedule patient appointments according to practice guidelines.
Perform Key User duties with minimal errors.
Initiate and validate referrals/authorizations.
Display a proactive approach to customer service, listen to patients, and take ownership of solutions.
Identify the need to involve leadership to resolve concerns.