Patient Service Representative

Mary Free Bed Rehabilitation Hospital•Traverse City, MI

About The Position

The Patient Service Representative supports patients, families, staff, and visitors at the check-in/out desk for a multi-discipline rehabilitation department. The role includes greeting visitors, providing information, responding to requests, checking patients in and out, registration, insurance authorization and verification, explaining benefits, collecting co-pays, and assisting with wayfinding and other program resources. The representative also processes referrals in a customer-focused manner and provides office support to Scheduling and Patient Financial Services staff. The position works cooperatively with other departments and outpatient staff and leadership to support reimbursement for outpatient services. It requires discretion when handling confidential information, effective teamwork, and a consistent focus on patient and family satisfaction. The role contributes to quality improvement by identifying problems and seeking solutions, and performs additional clerical or therapist-support duties as delegated by the Manager. The position is based at Mary Free Bed at Munson in Traverse City, Michigan. The schedule is 40 hours per week: Monday through Thursday, 8 a.m.–5 p.m., and Friday, 8 a.m.–3 p.m.; holidays and weekends are not scheduled. Compensation starts at $19.50 and increases based on experience.

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 preferred.
12–18 months of healthcare work experience with scheduling and/or Patient Financial Services-related duties preferred.
Working knowledge of ICD-10-CM and CPT coding classification systems preferred.
Knowledge of medical terminology and clinical rehabilitation preferred.

Responsibilities

Greet patients, families, staff, and visitors; provide information and respond to their needs at the check-in/out desk.
Accurately collect and analyze demographic, insurance/financial, and clinical data needed to pre-register and register patients.
Coordinate and schedule initial evaluations and subsequent appointments across multiple disciplines based on patient needs.
Manage calls from insurance or care managers to coordinate multidisciplinary patient care.
Collect expected service charges and promptly post cash collections; accept payments and provide appropriate receipts for cash and credit card transactions.
Provide financial guidance to help reach a mutually acceptable resolution of expected self-pay balances, including discussing payment and charity-care options.
Respond appropriately to telephone, electronic, and in-person inquiries from patients or their legal representatives.
Provide office support to Scheduling and Patient Financial Services staff and cooperate with other departments and outpatient staff and leadership to support reimbursement for outpatient services.
Perform other appropriate activities needed to meet patient needs and achieve departmental and organizational outcomes.
Provide additional clerical or therapist support as delegated by the Manager.
Demonstrate excellent customer service and standards of behavior; encourage, coach, and monitor these standards in team members.
Promote teamwork and direct communication, and handle confidential information discreetly and sensitively.
Contribute to quality improvement by identifying problems and seeking solutions; promote patient/family satisfaction and participate in departmental customer-service monitoring and reporting.