Patient Service Representative

Mary Free Bed Rehabilitation Hospital•Kalamazoo, MI

About The Position

The Patient Service Representative greets and assists patients, families, staff, and other visitors at the check-in/out desk for a program-specific, multidisciplinary department. The role supports appointment check-in and check-out, registration, insurance authorization and verification, benefit explanations, copay collection, wayfinding, and access to other services or resources. It also handles referral-related customer interactions and provides office support to Scheduling and Patient Financial Services staff. The representative gathers and analyzes demographic, insurance, financial, and clinical information needed to preregister and register patients; schedules multidisciplinary appointments; coordinates care with insurance representatives and care managers; and collects and posts payments. The position works with outpatient staff and other departments to support financial reimbursement for outpatient services, provide appropriate financial guidance, and help resolve expected self-pay balances. It requires a customer-focused, discreet, organized approach and contributes to patient and family satisfaction and departmental quality improvement.

Requirements

GED or high school diploma minimum.
Computer experience with a high level of data-entry accuracy.
Excellent telephone and customer service skills.
Strong 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 and assist patients, families, staff, and other visitors at the check-in/check-out desk.
Collect and analyze required demographic, insurance, financial, and clinical information for patient preregistration and registration.
Coordinate and schedule initial evaluations and subsequent multidisciplinary patient appointments based on patient needs.
Manage calls from insurance representatives and care managers to coordinate multidisciplinary care.
Collect expected charges, post cash collections promptly, and issue appropriate receipts for cash and credit card payments.
Provide financial guidance about expected self-pay balances, payment options, and charity care to help reach an acceptable resolution.
Respond appropriately to telephone, electronic, and in-person inquiries from patients or their legal representatives.
Interact with customers in a service-focused manner during referral processing.
Provide office support for Scheduling and Patient Financial Services staff and clerical or therapist support as delegated by the Manager.
Work cooperatively with other departments and outpatient staff and leadership to support financial reimbursement for outpatient services.
Promote excellent customer service, teamwork, direct communication, and discreet handling of confidential information; encourage, coach, and monitor service standards in team members.
Identify problems and seek solutions, promote patient and family satisfaction, and participate in departmental customer-service monitoring and reporting.
Perform other appropriate activities as directed and necessary to meet patient needs and departmental and organizational outcomes.