Patient Service Representative

Mary Free Bed Rehabilitation Hospital•Troy, MI

14h•Onsite

About The Position

The Patient Service Representative will be responsible for greeting, providing information, and responding to the needs of patients, families, staff, and visitors at the check-in/out desk. This role involves appointment check-in and out, registration, insurance authorization/verification, explanation of benefits, collection of co-pays, and assistance with wayfinding or other services within the Orthotics & Prosthetics + Bionics Department. The position also entails customer-focused interaction during referral processing, office support for Scheduling and Patient Financial Services staff, and cooperation with other departments to ensure financial reimbursement for outpatient services. The representative will accurately collect and analyze demographic, insurance/financial, and clinical data for patient registration, coordinate appointments, manage calls from insurance/care managers, collect payments, and provide financial guidance. They will also handle inquiries from patients and their representatives, perform other necessary activities to meet patient needs, and provide clerical/therapist support as delegated by the Manager. Customer service responsibilities include demonstrating excellent customer service and encouraging the same in team members, promoting teamwork, direct communication, and handling confidential information discreetly.

Requirements

Minimum of the GED/Diploma, Associates degree preferred
Computer experience with high accuracy level of data entry.
Excellent telephone and customer service skills.
Outstanding organizational, interpersonal, communication, and overall customer service skills.
Ability to perform in a high paced environment with a positive attitude and interact with professional staff in an appropriate manner.

Nice To Haves

Bachelor’s Degree in a health-related field
Minimum 12-18 months’ work experience in healthcare with scheduling and/or PFS related job duties.
Working knowledge of ICD-10-CM and CPT coding classification systems.
Knowledge of medical terminology and clinical rehabilitation.

Responsibilities

Greet, provide information, and respond to the needs of patients, families, staff, and visitors at the check-in/out desk.
Accurately collect and analyze all required demographic, insurance/financial, and clinical data elements necessary to pre-register and register all types of patients.
Coordinate/schedule initial evaluation and subsequent patient appointments for multi-disciplines based on patient needs.
Manage calls from insurance/care managers to coordinate multi discipline care for patients.
Collect any expected charge for service provided and complete timely posting of cash collections, accepting and generating appropriate receipts for monies and credit card payments received; provide financial guidance to achieve a mutually acceptable resolution of the expected self-pay balance including options of payment and charity care.
Receive and properly respond to telephone, electronic, or face-to-face inquiries from patients or their legal representatives.
Perform all other appropriate activities as directed and as necessary to meet the patient’s needs and to achieve expected departmental and organizational outcomes.
Provide various other responsibilities and clerical/therapist support as delegated by Manager.
Demonstrate excellent customer service and standards of behaviors as well as encourages, coaches, and monitors the same in team members.
Consistently promote teamwork and direct communication with co-workers and deal discretely and sensitively with confidential information.
Contribute by identifying problems and seeking solutions.
Promote patient/family satisfaction where possible; participates in departmental efforts to monitor and report customer service.