Patient Service Representative

OhioHealth

About The Position

We are more than a health system. We are a belief system. We believe wellness and sickness are both part of a lifelong partnership, and that everyone could use an expert guide. We work hard, care deeply and reach further to help people uncover their own power to be healthy. We inspire hope. We learn, grow, and achieve more – in our careers and in our communities. Job Description Summary: Responsibilities And Duties: The Patient Service Representative I may be expected to perform any of the following and other duties as assigned: Provides exceptional customer service during every encounter with patients, families, visitors and OhioHealth physicians and associates Accept inbound calls within a specific response-to-call timeframe following customer service standards at all time Makes outbound calls with according to the standard work and following customer service standards. Accurately identifies patient in the EMR system. Adhere to the department Standard Work Obtains and enters accurate patient demographic and financial information while maintaining patient confidentiality Uses critical thinking skills to make decisions, resolve issues, or escalate concerns Verifies insurance eligibility using online eligibility system, payer websites or by phone call Processes faxes and transcribes information into the system’s EMR. Follow protocols for directly contacting the care centers regarding urgent patient requests and ensure timely follow up Schedules outpatients appointments Generates, prints, and provides patient estimates utilizing price estimator products Inform patient of any outstanding balance, collect balance and co-payment or provide financial assistance information Answers questions or concerns regarding insurance residuals and self-pay accounts Uses knowledge of CPT codes to accurately select codes from clinical descriptions Identifies and/or determines patient Out of Network acceptance into the organization Explains billing procedures, hospital policies and provides appropriate literature and documentation Update/notate all accounts using appropriate standard work Reviews insurance information and determines need for referrals and/or financial counseling. Educates patients on MyChart, including activation Adhere to policy and procedures Participate in and contribute to development of Lean processes. Complies with all organizational, state and federal laws and regulations related to patient privacy and confidentiality (ie. PHI, HIPAA, etc.) Work collectively in a professional manner Confirms physician's orders/visit purpose Verifies multidisciplinary patient schedules for Outpatient visits to expedite patient processing Obtains Release of Information authorization from patients to release medical records Uses conflict resolution skills and service recovery to handle customer service concerns Resolve patient complaints and concerns and, if unable to resolve, escalate appropriately Provides information to physician offices and other hospital departments when needed

Requirements

High School or GED (Required)
Typing of 40 wpm
Excellent communication
Organization
Basic computer skills
1-2 years of previous experience in the service industry with a focus on delivering exceptional customer service or 1-2 years previous experience in a Medical Office setting or 1-2 years previous experience in a Call Center or 1-2 years previous experience in Collections

Responsibilities

Provides exceptional customer service during every encounter with patients, families, visitors and OhioHealth physicians and associates
Accept inbound calls within a specific response-to-call timeframe following customer service standards at all time
Makes outbound calls with according to the standard work and following customer service standards.
Accurately identifies patient in the EMR system.
Adhere to the department Standard Work
Obtains and enters accurate patient demographic and financial information while maintaining patient confidentiality
Uses critical thinking skills to make decisions, resolve issues, or escalate concerns
Verifies insurance eligibility using online eligibility system, payer websites or by phone call
Processes faxes and transcribes information into the system’s EMR.
Follow protocols for directly contacting the care centers regarding urgent patient requests and ensure timely follow up
Schedules outpatients appointments
Generates, prints, and provides patient estimates utilizing price estimator products
Inform patient of any outstanding balance, collect balance and co-payment or provide financial assistance information
Answers questions or concerns regarding insurance residuals and self-pay accounts
Uses knowledge of CPT codes to accurately select codes from clinical descriptions
Identifies and/or determines patient Out of Network acceptance into the organization
Explains billing procedures, hospital policies and provides appropriate literature and documentation
Update/notate all accounts using appropriate standard work
Reviews insurance information and determines need for referrals and/or financial counseling.
Educates patients on MyChart, including activation
Adhere to policy and procedures
Participate in and contribute to development of Lean processes.
Complies with all organizational, state and federal laws and regulations related to patient privacy and confidentiality (ie. PHI, HIPAA, etc.)
Work collectively in a professional manner
Confirms physician's orders/visit purpose
Verifies multidisciplinary patient schedules for Outpatient visits to expedite patient processing
Obtains Release of Information authorization from patients to release medical records
Uses conflict resolution skills and service recovery to handle customer service concerns
Resolve patient complaints and concerns and, if unable to resolve, escalate appropriately
Provides information to physician offices and other hospital departments when needed