Patient Services Rep II - Concordville

Nemours Children's Health•Glen Mills, PA

About The Position

The Patient Services Rep II provides service excellence to patients and families by completing business processes associated with outpatient visits. The role prepares patients and families for appointments efficiently, verifies demographic and financial information, and monitors the waiting room and work environment to support patient safety and high service levels. The representative participates in continuous quality, performance, and service improvement programs and works with department management through a team-based approach. Responsibilities include preparing for scheduled visits, confirming appointments, verifying authorizations and referrals, checking patients in and out, scheduling follow-up appointments, supporting MyNemours sign-ups, communicating appointment status to families and clinical staff, reconciling payments, completing daily work queues and end-of-day reports, maintaining electronic-system competency, and keeping supplies and the work area orderly. The role may also include phone coverage and routing correspondence and clinical results to appropriate team members.

Requirements

High school diploma.
1–2 years of experience.

Responsibilities

Greet and communicate with patients and families at the start of outpatient visits and during interactions using the AIDET protocol.
Prepare for scheduled patient visits up to 48 hours before appointments according to location or service protocols.
Make confirmation calls not completed by Televox and ensure visits are confirmed according to department protocol.
Confirm authorizations and collect referrals; notify the Pre-Registration and Authorization Department about same-day visits when necessary; fax hard-copy referrals to the PRAG department within 24 hours of receipt.
At check-in, protect confidentiality and comply with HIPAA while verifying demographic information, patient identity using two approved identifiers, legal guardianship, and applicable referral information; prepare, complete, or collect required documents; scan insurance cards and other documents; and collect and post co-pays and past-due balances.
Achieve a Registration Accuracy percentage of at least 95%.
Schedule follow-up appointments, using iGuide to determine participation when appropriate.
Support MyNemours sign-ups and facilitate activations.
Communicate regularly with clinical staff about waiting-patient status, especially for patients waiting more than ten minutes, and provide status updates to patients and families using AIDET.
Contact the manager about problem situations or when service recovery is needed.
Reconcile payment collections at the end of each shift according to the Cash Collections Policy and complete End of Day reports, including DCRF and LDCRS.
Complete assigned work queues daily.
Maintain competency with computer and electronic systems used for scheduling, cancellations, clinical order entry, iGuide, end-of-day status changes, work queues, referral linking, other-payment posting, scanning, and electronic insurance verification.
Maintain clerical supply inventory and keep the work area and outpatient waiting room orderly and clean to support patient safety and security.
Perform other duties assigned by a manager or supervisor, which may include phone coverage, automated call distribution, managing clerical in-baskets, recalls, waitlist calls, post-discharge follow-up calls, and clinic cancellation calls.
Work collaboratively with the clinical team by opening, sorting, and routing correspondence, laboratory and imaging results, procedures, and consultations to appropriate team members for patient communication.