Patient Services Rep II-Primary care

Nemours Children's Health•Newark, DE

22h•Onsite

About The Position

Nemours is seeking a full-time Patient Service Representative II for its Newark Primary Care office. The role provides service excellence to patients and families by completing business processes associated with outpatient visits. The representative prepares patients and families for appointments in a timely and efficient manner, verifies demographic and financial information, and monitors the waiting room and work environment to support patient safety and high service levels. The position participates in Nemours’ continuous quality, performance, and service improvement programs and works with department management and the clinical team to improve services through a team-based approach. Responsibilities span appointment preparation, check-in and check-out, scheduling, payment collection and reconciliation, patient communication, electronic-system tasks, and clerical support.

Requirements

High school diploma or equivalent.
Minimum of 3–6 months of job-related experience.
Computer and typing skills.

Nice To Haves

Clerical experience in a physician’s office.
EPIC experience.

Responsibilities

Greet and communicate with patients and families at the beginning of outpatient visits and at each interaction using the AIDET protocol.
Prepare for scheduled patient visits up to 48 hours before appointments, following location- or service-specific protocols.
Make confirmation calls not completed by Televox and ensure visits are confirmed according to department protocol.
Confirm authorizations and collect referrals for the day’s visits; notify the Pre-Registration and Authorization Department about same-day appointments as needed; 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 referral information when applicable; prepare, complete, or collect required consents and 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, particularly for patients waiting more than ten minutes, and provide patients and families with appointment-status updates using AIDET principles.
Contact the manager about problem situations or when service recovery is needed.
Reconcile payment collections accurately 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 computers and electronic systems, including scheduling, appointment cancellations, clinical-system order entry, iGuide, end-of-day status changes, work-queue processing, linking referrals, posting other payments, scanner use, and electronic insurance verifications.
Maintain clerical-supply inventory and keep the work environment and outpatient waiting room orderly and clean to support patient safety and security.
Perform additional assigned duties, which may include covering phones; handling automated call distribution calls; maintaining in-baskets for clerical functions from Online Scheduling, MyNemours, and office communications; managing recalls and waitlisted patients; making follow-up calls after inpatient discharge; and handling clinic cancellations.
Work collaboratively with the clinical team by opening, sorting, and routing correspondence, laboratory and imaging results, procedures, and consultations to the appropriate team member for patient communication as needed.