Patient Service Representative

Mary Free Bed Rehabilitation Hospital•Norton Shores, MI

About The Position

Greet and assist patients, families, staff, and visitors at the check-in/out desk for a program-specific multidisciplinary department. Responsibilities include appointment check-in and checkout, patient registration, insurance authorization and verification, explaining benefits, collecting copayments, assisting with wayfinding, and providing information about services and resources. Process referrals with a customer-focused approach and provide office support to Scheduling and Patient Financial Services staff. Work cooperatively with other departments and outpatient staff and leadership to support financial reimbursement for outpatient services. The role coordinates and schedules initial evaluations and follow-up appointments across disciplines based on patient needs, handles insurance and care-manager calls to coordinate multidisciplinary care, and collects and posts service payments. It also responds to patient and representative inquiries by phone, electronically, or in person, provides financial guidance about self-pay balances and payment or charity-care options, and performs other delegated clerical and therapist support duties. The position requires careful handling of confidential information, teamwork, and a positive, professional approach in a fast-paced environment. The organization is a not-for-profit rehabilitation hospital and network focused on restoring hope and freedom through rehabilitation. The stated schedule is an eight-hour shift within operating hours of 7:00 a.m.–6:30 p.m. Monday through Thursday and 7:00 a.m.–5:30 p.m. Friday. Compensation starts at $19.50, 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.
Outstanding organizational, interpersonal, communication, and overall customer-service skills.
Ability to perform 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.
At least 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 and assist patients, families, staff, and other visitors at the check-in/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 based on patient needs.
Manage calls from insurance and care managers to coordinate multidisciplinary patient care.
Collect expected service charges, post cash collections promptly, and issue appropriate receipts for cash and credit-card payments.
Provide financial guidance on expected self-pay balances, including payment options and charity care, to seek mutually acceptable resolutions.
Respond appropriately to telephone, electronic, and face-to-face inquiries from patients or their legal representatives.
Provide office support for 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 and delegated clerical or therapist support as needed to meet patient needs and departmental and organizational outcomes.
Demonstrate excellent customer service and behavioral standards; encourage, coach, and monitor those standards in team members.
Promote teamwork and direct communication, and handle confidential information discreetly and sensitively.
Identify problems and seek solutions; promote patient and family satisfaction and participate in departmental customer-service monitoring and reporting efforts.