Patient Service Representative - King of Prussia
About The Position
The Patient Services Representative provides welcoming, prompt, and respectful service to patients and families. The role includes greeting patients, collecting and entering demographic and insurance information, collecting payments for services, reconciling daily services, scheduling appointments, answering phones, and obtaining insurance referrals and authorizations as needed. Additional administrative duties may include working with medical records while following HIPAA guidelines and supporting projects as required. The position is based at CHOP King of Prussia Hospital. The posting offers full-time and part-time schedules on second and third shifts. In areas requiring 24/7 coverage, employees may need to rotate shifts. ED/Admissions-specific duties may also be assigned.
Requirements
- High school diploma or GED.
- Good verbal and written communication skills.
- Good interpersonal skills.
- Ability to maintain confidentiality and professionalism.
- Annual influenza vaccination is a condition of employment for employees working in patient care buildings or in patient-facing roles.
Nice To Haves
- At least one year of patient services representative experience in healthcare, registration, physician billing, medical records, medical office work, or related customer service; listed as preferred.
Responsibilities
- Greet patients and families and provide welcoming, prompt, respectful customer service.
- Schedule appointments, inform patients and families of delays, address complaints, and escalate concerns as necessary.
- Use EPIC to check patients in and out and enter accurate demographic and insurance information; run daily eligibility verifications.
- Reconcile daily services, collect and process payments and reimbursements, and create or obtain required insurance referrals and authorizations.
- Answer calls promptly, verify and document contact information and messages, provide appropriate information, and check voicemail.
- Screen callers using the high-priority list and critical thinking to route calls for nurse triage, priority queues, or regular queues.
- Triage and document CHOP home care calls; contact on-call providers for callers requesting them and assist with distributing calls when volume or staffing warrants.
- Seek resources to support safe, high-quality telephone triage and customer service.
- Communicate shift updates, including changes in on-call providers and office sign-outs, and share concerns and improvement ideas with the Nursing Supervisor or Manager.
- Sort and deliver mail, faxes, medical records, and correspondence; photocopy and fax documents.
- Participate in team huddles and meetings.
- Maintain patient records, provider templates, and daily schedules while following HIPAA guidelines.
- Round periodically to inform patients of delays.
- Complete necessary billing work queues, EPIC pools, and other reports.
- Rotate shifts when required in areas needing 24/7 coverage.
- Complete assigned ED/Admissions tasks, which may include SART paperwork processing, Nurse Call communications, Trauma B-line, and arrivals.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
