Sr. Patient Service Representative Heart Care

Trinity Health•Boise, ID

3d•Onsite

About The Position

Saint Alphonsus Health System is seeking a friendly, empathetic, detail-oriented Patient Service Representative to join the team at its Boise Heart Care Institute. The representative works in partnership with physicians and clinical staff to address patients’ administrative needs and help create a positive experience for patients and their families. The role supports 4–5 providers on a given day and includes cross-training in different areas of cardiology at the Heart Care Institute. The clinic is located at 6140 W. Curtisian Ave., Suite 200. The full-time schedule is Monday through Friday, either 7:30 a.m.–4:00 p.m. or 8:00 a.m.–4:30 p.m. The position involves patient registration and check-in, co-pay collection, phone and message handling, appointment scheduling, insurance eligibility checks, and updating information in the EPIC electronic medical record. The representative is expected to provide high-quality customer service, communicate effectively with patients and families, and use independent decision-making skills. Saint Alphonsus Health System offers competitive compensation, a full benefits package, and opportunities for growth throughout SAHS and Trinity Health. The organization is committed to diversity, inclusion, dignity, fairness, and equal opportunity.

Requirements

Previous customer service experience is required.
High school diploma or equivalent preferred.
Friendly, detail-oriented, quick-learning approach and a passion for high-quality customer service.
Excellent communication skills when interacting with patients and families.
Ability to provide superior customer service while using independent decision-making skills.

Nice To Haves

Healthcare experience.
Electronic health record (EHR) experience.
Knowledge of medical terminology.
Experience with process improvement or lean philosophy.

Responsibilities

Demonstrate the organization’s Mission, Vision, and Values through behaviors, practices, and decisions.
Protect patients’ rights by maintaining the confidentiality of personal and financial information and following HIPAA guidelines.
Maintain operations by following policies and procedures and reporting needed changes.
Greet patients promptly and provide a positive customer service experience.
Register patients for appointments and complete paperwork.
Verify and update patient and insurance information.
Keep appointments on schedule by notifying providers when patients arrive.
Inform patients promptly of delays, explain the reason, and provide the anticipated wait time.
Collect, record, and communicate patient-responsible balances for visits, diagnostic testing, supplies, and other services.
Maintain knowledge of payer practices and deductibles.
Assist patients with all aspects of financial assistance paperwork.
Control credit extended to patients through payment plans.
Maintain business office inventory and equipment and order supplies.
Keep the work area, including the reception area, neat.
Follow cash control policies and procedures, balance daily financial activities, and collect payments at the time of service.
Check patients in for appointments, collect co-pays, answer telephones, take accurate messages, schedule appointments, and check insurance eligibility.
Use EPIC to update required information.