Patient Service Representative Emory Urgent Care PRN Evenings

East Tennessee Children's Hospital Association•Knoxville, TN

28d•Onsite

About The Position

To greet patients and ensure all information is gathered for efficient encounters and billing outcomes. Responsible for precepting new employees, assisting with claim reviews and daily financial reporting. This role involves answering incoming telephone calls, managing patient records, verifying insurance information, and handling patient/family complaints in a confidential, timely, and professional manner. The Patient Service Representative also plays a role in financial reporting, including collecting deductibles and balancing financial machines.

Requirements

High School Diploma/GED preferred
1-2 years in Medical Office setting preferred
Ability to multi-task while presenting a positive and comforting presence with patients and families.
Efficient typing, filing and troubleshooting skills.
Maintain confidentiality of all hospital and patient information at all times.
Will not discuss any patient information in public areas.
Will not discuss any patient with friends, family who may call to ask about a child who has been here.
Will only discuss accounts with other staff on a need to know basis to ensure payment of the claim or resolution of a problem.
Only shares minimal information needed by others to do the job.
Will not view accounts of friends, family member unless requested by the person responsible for the bill.
Will hand off to another team member when working an account that could be considered a breach of privacy by a neighbor’s child, family member etc.
Calls are answered timely and families are given a response within 24 hours.
Fosters mature professional relationships with fellow employees in a courteous, friendly, manner.
Promotes effective working relations and works effectively as part of a department/unit team inter- and intra-departmentally.
Continuously displays a “can do” attitude within the practice and across other department lines.
Completes all Dolly Children's and practice required training and CBL requirements.
Practices safe lifting and body mechanic procedures.
Maintains a safe and clean work area.
Utilizes hospital resources and time respectfully and accountably.
Works as efficiently as possible to ensure best use of time.

Nice To Haves

Precepting new employees
Assisting with claim reviews
Daily financial reporting
Serves as mentor to new staff and provides leadership and education to those employees needing extra guidance.
Willingly accepts any other assignment that may be requested.

Responsibilities

Greet patients and ensure all information is gathered for efficient encounters and billing outcomes.
Precept new employees.
Assist with claim reviews and daily financial reporting.
Answer incoming telephone calls in a courteous and helpful manner.
Answer inquiries and requests completely or refer calls to the appropriate contact.
Relay complete, detailed messages and information to the appropriate individuals, while maintaining confidentiality.
Open and route incoming mail in a timely manner.
Retrieve patient charts prior to visit and provide schedule to providers and staff.
Prepare new patient records and charts.
Assist patient/families with required paperwork or verification documents for a complete patient file and complete billing record.
Register new patients and update patient information in scheduling system.
Verify and create subscriber information in computer system.
Copy, file, and retrieve medical records as requested.
Place calls to remind parents of appointment date and time.
Schedule follow-up appointments and provide any necessary forms for parents.
Interview/identify legal guardian to obtain necessary information to ensure account is complete.
Help identify problems to help ensure claims go out clean on the first submission.
Review procedure code and diagnosis code.
Work with RBO to appeal denials as needed, and provide records/information to assist to dispute denials.
Demonstrate respect and regard for the dignity of all patients, families, visitors, and fellow employees.
Interact with all patients, staff, volunteers, etc. in a considerate, helpful, and courteous manner.
Maintain professional composure and confidence during stressful situations.
Maintain confidentiality of all hospital and patient information at all times.
Handle patient/family complaints in a confidential, timely and professional manner.
Serve as resource to PSRI to take initiative on accelerated calls before involving Practice Manager.
Foster mature professional relationships with fellow employees in a courteous, friendly, manner.
Promote effective working relations and work effectively as part of a department/unit team inter- and intra-departmentally.
Display a "can do" attitude within the practice and across other department lines.
Complete all Dolly Children's and practice required training and CBL requirements.
Attend all educational programs as needed.
Practice safe lifting and body mechanic procedures.
Maintain a safe and clean work area.
Serve as mentor to new staff and provide leadership and education to those employees needing extra guidance.
Willingly accept any other assignment that may be requested.
Utilize hospital resources and time respectfully and accountably.
Work as efficiently as possible to ensure best use of time.
Collect deductibles, self-pays, receipts.
Complete end-of-day financials.
Balance credit card machines.
Provide financial information to Dolly Children's Financial Services team.
Identify missing charged, NDC indicators and assign appropriate modifiers.