Patient Service Representative

American Addiction Centers • High Point, NC

5d • $21 - $31 • Onsite

About The Position

The Patient Service Representative is responsible for greeting patients, monitoring patient flow, and ensuring efficient and courteous care. This role involves completing the registration process, verifying demographic and insurance information, calculating and collecting patient financial liabilities, and following financial clearance policies. The representative also identifies patients needing financial assistance, performs visit closure tasks, and maintains knowledge of various payer requirements and guidelines. Proactive communication with management regarding customer service and process improvement is expected, along with meeting productivity and accuracy targets. Excellent public relations and collaboration with others are key to ensuring concise and timely information flow.

Requirements

• High school diploma or GED required.
• Ability to identify and understand issues and problems.
• Examines data and draws logical conclusions based on information available.
• Knowledge and ability to articulate explanations of Medicare, HIPAA, and EMTALA rules and regulations and comply with updates on insurance pre-certification requirements.
• Mathematical aptitude, effective oral and written communication skills and critical thinking skills.
• Understanding of basic human anatomy, medical terminology and procedures for application in the patient referral, pre-certification and authorization processes.
• Ability to speak effectively to customers or employees of the organization.
• Presents a pleasant, professional demeanor and image during telephone conversation.
• Ability to handle sensitive and confidential information according to internal policies.
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Experience with Microsoft Outlook, Word and Excel and ADT software.
• Ability to write routine correspondence, calculate figures and amounts such as discounts and percentages.
• Must be able to work with minimal supervision.
• Ability to problem solve in a high profile and high stress area.
• Ability to interact positively with all internal and external customers.
• Possessing the ability to determine priority of work.

Nice To Haves

• Patient access (scheduling, registration and financial clearance), insurance verification, billing or certified medical assistant experience preferred.

Responsibilities

• Greets patients arriving for their appointments and monitors patient flow to ensure efficient and courteous care.
• Ensures all patient demographic and insurance information is complete and accurate.
• Completes the registration process for walk-in patients, verifying and updating demographic and insurance information.
• Verifies insurance benefits, calculates and collects patient out-of-pocket financial liability, and requests/collects past due and present balances.
• Follows the Financial Clearance policy for non-urgent patient services if financial clearance or authorization has not been obtained.
• Identifies patients in need of financial assistance and refers them to a Financial Counselor.
• Performs visit closure, including checking out patients, scheduling follow-up appointments, collecting additional patient responsibility, and providing necessary documents.
• Maintains knowledge of Medicare, Medicaid, third-party payer requirements, guidelines, policies, insurance plans requiring pre-authorization/referral, and accepted insurance plans.
• Proactively communicates issues involving customer service and process improvement opportunities to management.
• Meets productivity requirements to ensure excellent service.
• Meets or exceeds performance expectations of 98% accuracy rate and established department productivity measurements.
• Maintains excellent public relations with patients, families, and clinical staff, and demonstrates a willingness to work collaboratively.

Benefits

• Comprehensive suite of Total Rewards: benefits and well-being programs
• Competitive compensation
• Generous retirement offerings
• Programs that invest in your career development
• Paid Time Off programs
• Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability
• Flexible Spending Accounts for eligible health care and dependent care expenses
• Family benefits such as adoption assistance and paid parental leave
• Defined contribution retirement plans with employer match and other financial wellness programs
• Educational Assistance Program

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED