Patient Service Representative

NORTHSHORE HEALTH CENTERS•Crown Point, IN

16d•Onsite

About The Position

The Patient Service Representative is the first point of contact between NorthShore Health Centers and its patients. The role provides customer service while greeting and directing patients and visitors, registering patients, scheduling appointments, verifying coverage, completing financial screenings, and collecting patient payments. The position also answers incoming calls, communicates wait times, educates patients about services, and helps ensure patient records and collected funds are handled accurately and appropriately. Work is performed in an office environment with frequent, constant, and sometimes interruptive personal and telephone contact with patients, physicians, and other healthcare personnel. Work may be stressful at times. Travel outside NorthShore locations is rare. Duties may change at management’s discretion, and other duties may be assigned.

Requirements

Must be at least 18 years of age.
Must have reliable transportation.
High school diploma or equivalent.
Ability to analyze situations and solve problems at strategic and tactical levels.
Excellent interpersonal and customer service skills.
Ability to comprehend, interpret, and apply applicable laws, guidelines, regulations, ordinances, and policies.
Ability to acquire a thorough understanding of the organization's hierarchy, jobs, qualifications, compensation practices, and related administrative practices.
Organization and planning skills.
Critical thinking and problem-solving skills.
Ability to maintain composure and operate with emotional intelligence.
Ethical reasoning and decision-making skills.
Strong attention to detail.
Receptive and responsive to feedback.
Excellent verbal and written communication skills.
Time management, prioritization, and a sense of urgency.
Proficiency with Microsoft Office Suite or related software.
Ability to sit and/or stand for prolonged periods and potentially work shifts longer than eight hours.
Ability to perform duties involving hand dexterity, reaching, climbing, balancing, stooping, kneeling, crouching, talking, and hearing.
Ability to occasionally lift and/or move up to 50 pounds.
Required vision abilities include close, distance, color, peripheral, and depth vision, and the ability to focus.

Nice To Haves

Two years of experience working within a healthcare setting.
Associate's degree in business or healthcare-related studies.

Responsibilities

Greet patients and visitors cordially, determine the purpose of their visit, and direct them to the appropriate department.
Follow HIPAA guidelines to protect confidential information.
Register new and established patients, accurately enter pertinent information, and obtain written consent for release of medical records.
Complete financial screenings for uninsured or underinsured patients using appropriate financial information.
Verify patient health benefits, including Medicaid, Medicare, and commercial insurance, for coverage and billing and collection accuracy.
Submit prior-authorization requests to insurance companies when needed based on specialty or department.
Collect insurance co-payments, sliding fee payments, and past-due balances.
Check out patients and schedule follow-up visits using appropriate scheduling templates.
Communicate patient wait times and provide alternative options when waits are excessive.
Educate patients about services provided by NorthShore.
Balance money collected for patient services at the end of the workday and ensure funds are allocated properly.
Answer incoming calls courteously and professionally, address the nature of each call, and direct callers to the appropriate department.
Attend meetings and training sessions as required.
Maintain working knowledge of practice policies and procedures.
Complete other assigned tasks requiring similar or lesser skills and abilities.