Patient Service Representative

NORTHSHORE HEALTH CENTERS•Crown Point, IN

1d•Onsite

About The Position

The Patient Service Representative is the first point of contact between NorthShore Health Centers and its patients. This role involves greeting visitors and patients, registering patients, scheduling appointments, and collecting patient co-payments and sliding fee payments while providing excellent customer service. Key responsibilities include ensuring a positive customer service experience, adhering to HIPAA policy, accurately inputting patient information, obtaining consent for medical records release, completing financial screenings for uninsured or underinsured patients, verifying patient health benefits (Medicaid, Medicare, commercial insurance), submitting prior-authorization requests as needed, collecting all insurance co-pays and past due balances, checking out patients and scheduling follow-up visits, communicating patient wait times, educating patients on NorthShore services, balancing collected funds at the end of the day, and answering incoming calls professionally. The position also requires attending meetings and training sessions, maintaining a working knowledge of practice policies and procedures, and executing other assigned tasks.

Requirements

Must be at least 18 years of age
Must have reliable transportation
High school diploma or equivalent
Ability to analyze situations and solve problems at strategic and tactical levels
Excellent interpersonal and customer service skills
Ability to comprehend, interpret, and apply the appropriate sections of applicable laws, guidelines, regulations, ordinances, and policies
Ability to acquire a thorough understanding of the organization's hierarchy, jobs, qualifications, compensation practices, and the administrative practices related to those factors
Practiced at organization and planning
Employ Critical thinking and problem solving
Maintains composure and operates with emotional intelligence
Ethical reasoning and decision-making
Strong attention to detail
Receptive and responsive to feedback
Excellent verbal and written communication skills
Time management, prioritization, and sense of urgency
Proficient with Microsoft Office Suite or related software

Nice To Haves

Two years of experience working within a healthcare setting.
Associate's degree in business, or healthcare related studies

Responsibilities

Greets patients and visitors in a cordial and friendly manner, determines purpose of visit and directs them to appropriate department to ensure a positive customer service experience.
Follow HIPAA policy guidelines at all times ensuring protection of confidential information.
Registers new and established patients, inputting all pertinent patient information accurately, and obtains written consent for release of patient medical records.
Completes financial screenings for patients who are uninsured or underinsured, utilizing all appropriate financial information, to ensure patients receive healthcare services that are affordable.
Verifies patient health benefits, i.e. Medicaid, Medicare, or commercial insurance to ensure the health services the patient is receiving during their visit is covered under the plan; for billing and collection accuracy.
Submit prior-authorization request through insurance company if needed based on specialty/department
Collects all insurance co-pays and sliding fee payments for services rendered to each patient at the time of visit, and collects on any past due balances.
Checks out patients and schedules follow-up visit, as required, using appropriate scheduling template guidelines, to allow ample time for providers to perform quality patient care.
Communicates patient wait times with patients, and if excessive, gives other options for patients to pursue.
Educates patients on all services that are provided at NorthShore.
Balances money collected for patient services at the end of the work day, to ensure that all funds collected are allocated properly.
Answers incoming calls in a courteous and professional manner, addresses the nature of the call, and directs to appropriate department to ensure good customer satisfaction.
Attends meetings and training sessions as required.
Maintains a working knowledge of practice policies and procedures.
Executes other verbal or written specific assigned tasks, requiring similar or lesser skills and abilities, some which are continuing while others are occasional in nature.