Patient Service Representative

Mary Free Bed Rehabilitation Hospital•Lansing, MI

20d

About The Position

The Patient Service Representative supports the Orthotics & Prosthetics + Bionics Department by serving patients, families, staff, and visitors at the check-in/out desk. The role handles appointment check-in and check-out, registration, insurance authorization and verification, explanations of benefits, co-pay collection, wayfinding, and referrals. It also provides office support to Scheduling and Patient Financial Services staff and works with other departments and outpatient staff to support reimbursement for outpatient services. The representative coordinates and schedules initial evaluations and follow-up appointments across multiple disciplines, processes patient demographic, insurance/financial, and clinical information, and responds to inquiries by phone, electronically, and in person. The role requires accurate data entry, strong customer service, organization, communication, discretion with confidential information, and the ability to work effectively in a fast-paced environment. The posted schedule is Monday through Thursday, 8 a.m.–5 p.m., and Friday, 8 a.m.–3 p.m. Compensation starts at $19.50, based on experience.

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 perform 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 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 and respond to their needs at the check-in/out desk.
Accurately collect and analyze demographic, insurance/financial, and clinical information needed to pre-register and register patients.
Coordinate and schedule initial evaluations and subsequent appointments across multiple disciplines according to patient needs.
Manage calls from insurance and care managers to coordinate multidisciplinary patient care.
Collect expected charges, post cash collections in a timely manner, and issue appropriate receipts for cash and credit card payments.
Provide financial guidance, including payment and charity-care options, to help reach an acceptable resolution of expected self-pay balances.
Respond appropriately to telephone, electronic, and in-person inquiries from patients or their legal representatives.
Provide office, clerical, and therapist support as delegated by the Manager, and perform other appropriate activities needed to meet patient and departmental needs.
Work cooperatively with other departments and outpatient staff and leadership to support financial reimbursement for outpatient services.
Demonstrate and promote excellent customer service, teamwork, direct communication, and discreet handling of confidential information.
Identify problems and seek solutions; support patient and family satisfaction and participate in departmental customer-service monitoring and reporting.