Patient Services Representative I

Savista•Washington, DC

2d•$21 - $23

About The Position

Here at Savista, we enable our clients to navigate the biggest challenges in healthcare: quality clinical care with positive patient experiences and optimal financial results. We partner with healthcare organizations to problem solve and deliver revenue cycle improvement services that enable their success, support their patients, and nurture their communities, all while living our values of Commitment, Authenticity, Respect and Excellence (CARE). The Patient Services Representative puts their heart into their work every day. Our representatives lead with empathy and are passionate about showing compassion, ensuring quality work, and providing patients with a stress-free experience while they are registered for healthcare services. Whether it’s making patients more comfortable while they wait, checking in on them with updates or going the extra mile to help someone navigate the hospital, our colleagues know that registering a patient is not a task-oriented career, it’s a people-oriented one.

Requirements

High school diploma or GED.
6+ months of experience in a customer service role, interacting directly with customers in person with responsibility and accountability for superior customer experience.
Demonstrated ability to effectively verbally communicate with customers in an attentive, friendly and engaging manner in alignment with Savista's values.
Experience showing initiative, including anticipating customer needs and going the extra mile to ensure an engaging and positive customer experience.
Demonstrated experience communicating effectively with a customer and simplifying complex information.
Experience working with customer support including issue resolution management.
Ability to multi-task and prioritize departmental functions to meet both timed deadlines and quality expectations with great attention to detail.
Demonstrated ability to meet performance objectives.
Ability to cross-train in other patient services departments.
Demonstrated success working both individually and in a team environment.
Demonstrated ability to navigate Internet Explorer and Microsoft Office.
Demonstrated ability to learn new technology, hospital/clinic protocols and commercial/government insurance plans, and to be fully trained and operating independently within the 90-day training period.
The work schedule may vary. The standard schedule for this position is posted; however, schedules can change over time, and this role will also be asked to cover shifts as needed for schedule gaps.

Nice To Haves

Experience working within the registration process in a hospital or physician office setting, including demonstrated success in obtaining patient demographic and financial information, handling insurance verification and obtaining authorizations.
Knowledge of commercial and government insurance plans, payer networks, government resources, and medical terminology.
Basic understanding of patient access services and the overall effect on the revenue cycle.

Responsibilities

Interview patients in-person and/or by phone to obtain all required information for hospital records and billing systems.
Pre-registers all scheduled patients for admission, partial hospitalization, and outpatient services according to department policies and procedures.
Verify insurance coverage and obtains authorization for all services requiring pre-certification.
Process internal and out-going referrals, as needed, per department procedures
Perform clerical functions as needed, including answering phones, taking messages, chart processing, faxing and scanning.
Collect and process upfront deposits or set-up payment arrangements, as required.
Screen patient for Medicaid, Affordable care Act or hospital sponsored financial program and provides appropriate documentation and referral.
Assist other team members where necessary
Adhere to department policies and procedures related to verification of eligibility, benefits, pre-authorization requirements, available payment options, financial counseling and other identified financial clearance related duties
Understand and maintain operations knowledge of Medicare and other state and federal government payor compliance requirements for the population served
Participate in departmental performance improvement initiatives