Patient Service Representative

Mary Free Bed Rehabilitation Hospital•Traverse City, MI

3d•Onsite

About The Position

The Patient Service Representative supports patients, families, staff, and visitors at the check-in/out desk for a multidisciplinary orthotics and prosthetics program. The role includes greeting visitors, handling check-in and check-out, registration, insurance authorization and verification, explaining benefits, collecting co-pays, providing wayfinding assistance, and helping patients access other services or resources. The representative also supports referral processing, scheduling, and Patient Financial Services, and works cooperatively with outpatient staff and other departments to support reimbursement for outpatient services. The position is based at Mary Free Bed at Munson in Traverse City, Michigan. The schedule is 40 hours per week: Monday through Thursday, 8 a.m.–5 p.m., and Friday, 8 a.m.–3 p.m.; there are no holidays or weekends. Compensation starts at $19.50 per hour and increases based on experience. The posting lists a full benefit package, yearly increases, a 403(b) retirement fund, paid time off, and tuition reimbursement. Mary Free Bed is a not-for-profit, nationally accredited rehabilitation hospital providing inpatient, outpatient, sub-acute rehabilitation, orthotics and prosthetics, and home and community programs. Its mission is restoring hope and freedom through rehabilitation. The organization describes a values-based culture focused on patient care, clinical variety, family culture, mutual trust, and its tradition of service. It also commits to treating people with dignity and respect, widening opportunities, growing talent, creating a welcoming experience, acting against discrimination, honoring differences, and educating staff, patients, and communities. The representative is expected to provide excellent customer service, promote teamwork and direct communication, handle confidential information discreetly and sensitively, and contribute to quality improvement by identifying problems, seeking solutions, and supporting efforts to monitor and report customer service. Mary Free Bed provides reasonable accommodation for qualified applicants or employees with disabilities unless doing so would cause undue hardship, and is an equal opportunity employer.

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.
12–18 months of healthcare work experience involving scheduling and/or Patient Financial Services-related duties.
Working knowledge of ICD-10-CM and CPT coding classification systems.
Knowledge of medical terminology and clinical rehabilitation.

Responsibilities

Greet patients, families, staff, and other visitors, provide information, 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 subsequent appointments across multiple disciplines based on patient needs.
Manage calls from insurance and care managers to coordinate multidisciplinary patient care.
Collect expected charges for services and promptly post cash collections; accept payments and provide appropriate receipts for cash and credit card payments.
Provide financial guidance to help reach an acceptable resolution for expected self-pay balances, including explaining payment and charity-care options.
Respond appropriately to telephone, electronic, and in-person inquiries from patients or their legal representatives.
Support referral processing in a customer-focused manner.
Provide office support to Scheduling and Patient Financial Services staff and support coordination with other departments and outpatient staff to help assure reimbursement for outpatient services.
Carry out other appropriate activities as directed and provide clerical or therapist support delegated by the Manager.
Demonstrate excellent customer service and standards of behavior, and encourage, coach, and monitor those standards among team members.
Promote teamwork and direct communication with coworkers, and handle confidential information discreetly and sensitively.
Identify problems and seek solutions as part of quality improvement; promote patient and family satisfaction and participate in departmental efforts to monitor and report customer service.