Patient Service Representative - Orthotics & Prosthetics

Mary Free Bed Rehabilitation Hospital•Lansing, MI

About The Position

The Patient Service Representative supports the Orthotics & Prosthetics + Bionics Department by greeting patients, families, staff, and visitors and responding to their needs at the check-in/out desk. The role includes patient registration and appointment coordination, referral processing, insurance authorization and verification, explaining benefits, collecting co-pays and other expected charges, and helping patients access services and resources. The representative also provides office and clerical support to Scheduling and Patient Financial Services staff and works with other departments and outpatient staff to support financial reimbursement for outpatient services. The position calls for a patient-focused, discreet, and collaborative approach, including handling confidential information sensitively and promoting teamwork and direct communication. The representative contributes to quality improvement by identifying problems, seeking solutions, and supporting efforts to monitor and report customer service. The posted schedule is Monday through Thursday, 8 a.m.–5 p.m., and Friday, 8 a.m.–3 p.m. Compensation starts at $19.50, based on experience.

Requirements

GED or high school diploma.
Computer experience with a high level of data-entry accuracy.
Excellent telephone and customer service skills.
Outstanding organizational, interpersonal, communication, and overall customer service skills.
Ability to work in a fast-paced environment with a positive attitude and interact appropriately with professional staff.

Nice To Haves

Associate degree preferred.
Bachelor’s degree in a health-related field preferred.
12–18 months of healthcare work experience involving scheduling and/or Patient Financial Services duties preferred.
Working knowledge of ICD-10-CM and CPT coding classification systems preferred.
Knowledge of medical terminology and clinical rehabilitation preferred.

Responsibilities

Greet patients, families, staff, and other visitors and respond to their needs at the check-in/out desk.
Collect and analyze required demographic, insurance/financial, and clinical information to pre-register and register patients accurately.
Coordinate and schedule initial evaluations and follow-up appointments across multiple disciplines based on patient needs.
Manage calls from insurers and care managers to coordinate multidisciplinary patient care.
Collect expected charges and post cash collections in a timely manner; accept payments, generate receipts, and provide financial guidance about self-pay balances, payment options, and charity care.
Respond to telephone, electronic, and in-person inquiries from patients or their legal representatives.
Provide office support to Scheduling and Patient Financial Services staff, along with clerical or therapist support as delegated by the Manager.
Work cooperatively with other departments and outpatient staff and leadership to support financial reimbursement for outpatient services.
Promote excellent customer service and standards of behavior, encourage and monitor those standards among team members, promote teamwork and direct communication, and handle confidential information discreetly and sensitively.
Identify problems and seek solutions; promote patient and family satisfaction and participate in departmental efforts to monitor and report customer service.
Perform other appropriate activities as directed to meet patient needs and departmental and organizational outcomes.