Patient Service Representative Oak Ridge Urgent Care PRN Evenings

East Tennessee Children's Hospital Association•Oak Ridge, TN

3d•Onsite

About The Position

To greet patients and ensure all information is gathered for efficient encounters and billing outcomes. Responsible for precepting new employees, assisting with claim reviews and daily financial reporting. This role involves answering incoming telephone calls, preparing new patient records, assisting patients with paperwork, registering new patients, verifying subscriber information, copying/filing/retrieving medical records, reminding patients of appointments, and scheduling follow-up appointments. The position also requires identifying legal guardians for necessary information, helping to ensure claims are submitted correctly, reviewing procedure and diagnosis codes, and working with the Revenue Billing Office (RBO) to appeal denials. A key aspect of this role is demonstrating respect and maintaining a professional, courteous environment, interacting considerately with patients and staff, and upholding strict confidentiality of all information. The representative will handle patient/family complaints professionally and confidentially, serve as a resource for accelerated calls, foster mature professional relationships, and promote effective teamwork. Additionally, the role includes completing required training, practicing safe lifting, maintaining a clean work area, mentoring new staff, and utilizing hospital resources efficiently. Financial responsibilities include collecting deductibles and receipts, completing end-of-day financials, balancing credit card machines, and providing financial information to the Financial Services team. The role also involves identifying missing charges, NDC indicators, and assigning appropriate modifiers.

Requirements

High School Diploma/GED preferred
1-2 years in Medical Office setting preferred
Ability to multi-task while presenting a positive and comforting presence with patients and families.
Efficient typing, filing and troubleshooting skills.

Nice To Haves

Precepting new employees
Assisting with claim reviews
Daily financial reporting

Responsibilities

Greet patients and ensure all information is gathered for efficient encounters and billing outcomes.
Answer incoming telephone calls in a courteous and helpful manner.
Answer inquiries and requests completely or refer calls to the appropriate contact.
Relay complete, detailed messages and information to the appropriate individuals, while maintaining confidentiality.
Open and route incoming mail in a timely manner.
Retrieve patient charts prior to visit and provide schedule to providers and staff.
Prepare new patient records and charts.
Assist patient/families with required paperwork or verification documents for a complete patient file and complete billing record.
Register new patients and update patient information in scheduling system.
Verify and create subscriber information in computer system.
Copy, file, and retrieve medical records as requested.
Place calls to remind parents of appointment date and time.
Schedule follow-up appointments and provide any necessary forms for parents.
Interview/identify legal guardian to obtain necessary information to ensure account is complete.
Help identify problems to help ensure claims go out clean on the first submission.
Review procedure code and diagnosis code.
Work with RBO to appeal denials as needed, and provide records/information to assist to dispute denials.
Demonstrate respect and regard for the dignity of all patients, families, visitors, and fellow employees.
Interact with all patients, staff, volunteers, etc. in a considerate, helpful, and courteous manner.
Maintain professional composure and confidence during stressful situations.
Maintain confidentiality of all hospital and patient information at all times.
Handle patient/family complaints in a confidential, timely and professional manner.
Serve as resource to PSRI to take initiative on accelerated calls before involving Practice Manager.
Foster mature professional relationships with fellow employees in a courteous, friendly, manner.
Promote effective working relations and work effectively as part of a department/unit team inter- and intra-departmentally.
Continuously display a “can do” attitude within the practice and across other department lines.
Complete all Dolly Children's and practice required training and CBL requirements.
Attend all educational programs as needed.
Practice safe lifting and body mechanic procedures.
Maintain a safe and clean work area.
Serve as mentor to new staff and provide leadership and education to those employees needing extra guidance.
Willingly accept any other assignment that may be requested.
Utilize hospital resources and time respectfully and accountably.
Work as efficiently as possible to ensure best use of time.
Collect deductibles, self-pays, receipts.
Complete end-of-day financials.
Balance credit card machines.
Provide financial information to Dolly Children's Financial Services team.
Identify missing charged, NDC indicators and assign appropriate modifiers.