Patient Service Representative

Mary Free Bed Rehabilitation Hospital•Kalamazoo, MI

About The Position

The Patient Service Representative greets patients, families, staff, and other visitors and responds to their needs at a check-in/check-out desk for a program-specific, multidisciplinary department. The role supports appointment check-in and checkout, registration, insurance authorization and verification, explanation of benefits, copay collection, wayfinding, and referral processing. The representative also provides office support to Scheduling and Patient Financial Services staff and works with other departments and outpatient staff to support financial reimbursement for outpatient services. The position coordinates initial evaluations and follow-up appointments across disciplines, processes patient demographic, insurance, financial, and clinical information, responds to inquiries, and helps patients understand payment options and charity care. It calls for a customer-focused, organized, and collaborative approach, including sensitive handling of confidential information and participation in efforts to improve patient and family satisfaction.

Requirements

GED or high school diploma.
Computer experience with a high level of data-entry accuracy.
Excellent telephone and customer-service skills.
Strong organizational, interpersonal, and communication 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.
At least 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 and assist patients, families, staff, and other visitors at the check-in/check-out desk.
Collect and analyze demographic, insurance/financial, and clinical information needed to pre-register and register patients.
Coordinate and schedule initial evaluations and subsequent multidisciplinary appointments according to patient needs.
Manage calls from insurance and care managers to coordinate multidisciplinary patient care.
Collect expected charges, post cash collections promptly, and issue appropriate receipts for cash and credit card payments.
Provide financial guidance about self-pay balances, payment options, and charity care to seek mutually acceptable resolutions.
Respond appropriately to telephone, electronic, and in-person inquiries from patients or their legal representatives.
Process referrals in a customer-focused manner.
Provide office, clerical, and therapist support as delegated by the Manager.
Work cooperatively with other departments and outpatient staff and leadership to support reimbursement for outpatient services.
Promote teamwork and direct communication, handle confidential information discreetly, and encourage and monitor customer-service standards.
Identify problems, seek solutions, and participate in departmental efforts to monitor and report customer service and promote patient/family satisfaction.
Perform other appropriate duties as directed to meet patient needs and departmental and organizational outcomes.