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

El Camino Health•Mountain View, CA

2d•$40 - $51

About The Position

The Patient Services Representative is the primary point of contact for patient electronic scheduling and registration and supports operations by 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 when 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 if assigned. The role also communicates patients’ out-of-pocket responsibilities using a patient-friendly approach and may perform other duties as assigned. Registration responsibilities include collecting, verifying, and updating patient demographic and guarantor information; verifying insurance benefits and eligibility; managing referrals; running patient estimates using the Price Estimator Tool; and collecting copayments and estimated out-of-pocket expenses as appropriate. Scheduling responsibilities include scheduling appointments, registering patients, answering incoming calls, monitoring provider schedule access issues that may affect patient satisfaction, and communicating issues to the Supervisor. The representative ensures schedules make appropriate use of clinical resources and that procedures, treatments, and tests are scheduled for the required amount of time while effectively utilizing resources. The position contributes to patient satisfaction initiatives by participating in process improvement activities and providing a high-quality contact experience with every interaction. It facilitates appointment scheduling and preregistration at one point of contact, provides service-specific instructions and financial responsibility information, and directs patients to the Hospital Service Department before their visit.

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 demonstrating 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.
Scheduling or hospital registration experience.
Experience with government and commercial insurance programs, third-party payors, Medicare, Medi-Cal, and other regulatory knowledge.

Responsibilities

Serve as the primary point of contact for patient electronic scheduling and registration.
Coordinate patient and provider schedules and work with patients, families, providers, and clinical and non-clinical staff.
Interview patients by telephone or in person to schedule and register them.
Establish eligibility, verify insurance benefits, identify and collect copayments as appropriate, and obtain authorizations if 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 allow required time for procedures, treatments, and tests.
Participate in patient satisfaction-related process improvement activities and provide a high-quality contact experience.
Provide patients with service-specific instructions, financial liability information, and direction to the Hospital Service Department before their visit.
Perform other duties as assigned.