Patient Service Representative - PD - Days - Cancer Clinic @ MV

El Camino Health•Mountain View, CA

About The Position

The Patient Services Representative serves as the primary point of contact for patient electronic scheduling and registration, coordinating schedules for patients and providers. The role works with patients, families, providers, and clinical and non-clinical staff to coordinate the patient’s experience in accessing healthcare. The representative interviews patients by telephone or in person to schedule and register them, establishes eligibility, verifies benefits, identifies and collects copayments as appropriate, and obtains authorizations when assigned. The position communicates patients’ out-of-pocket responsibilities using a patient-friendly approach. The role collects, verifies, and updates patient demographic and guarantor information; verifies insurance benefits and eligibility; manages referrals; and runs patient estimates using the Price Estimator Tool. Scheduling duties include answering incoming calls, making appointments, monitoring provider-schedule access issues that may affect patient satisfaction, and communicating issues to the Supervisor. The representative ensures schedules use clinical resources appropriately and that procedures, treatments, and tests are scheduled for the required amount of time. The representative contributes to patient-satisfaction initiatives by participating in process-improvement activities and providing a high-quality experience with every interaction. The role facilitates appointment scheduling and preregistration at one point of contact, provides service-related instructions and financial-liability information, and directs patients to the Hospital Service Department before their visit. Other duties may be assigned.

Requirements

High school diploma required.
Two years of medical office or medical insurance experience.
Clear, courteous, and pleasant communication skills, including appropriate grammar, pronunciation, and tone.
Excellent customer service skills.
High level of self-motivation and goal orientation, with the ability to multitask.
Team-oriented approach.
Positive, open-minded attitude and focus on continuous improvement.
Ability to learn new processes, procedures, and software programs quickly while maintaining attention to detail and accuracy.
Analytical and problem-solving skills.
Proficiency with Microsoft Office and comfort navigating multiple applications simultaneously.
Ability to type 25 words per minute.

Nice To Haves

Associate degree preferred.
Scheduling or hospital registration experience preferred.
Knowledge of government and commercial insurance programs, third-party payors, Medicare, Medi-Cal, and other regulations is a plus.

Responsibilities

Interview patients by telephone or in person to schedule and register them.
Establish eligibility and verify insurance benefits.
Identify and collect copayments and estimated out-of-pocket expenses as appropriate.
Obtain authorizations when assigned.
Communicate patients’ out-of-pocket responsibilities using a patient-friendly approach.
Collect, verify, and update patient demographic and guarantor information.
Manage referrals and run patient estimates using the Price Estimator Tool.
Answer incoming phone calls and make appointments.
Monitor provider-schedule access issues that affect patient satisfaction and communicate issues to the Supervisor.
Ensure schedules appropriately use clinical resources and procedures, treatments, and tests are allotted the required amount of time.
Participate in patient-satisfaction-related process-improvement activities.
Provide a high-quality contact experience and facilitate appointment scheduling and preregistration at one point of contact.
Provide patients with service-related instructions and financial-liability information, and direct them to the Hospital Service Department before their visit.
Perform other duties as assigned.