Patient Services Representative I

Tidelands Health•Georgetown, SC

16h

About The Position

The Patient Services Representative I registers patients needing services and provides first-call resolution for assigned departments. The role obtains accurate and complete demographic, financial, and medical information; transfers calls or schedules appointments as appropriate; and may pre-register patients for procedures, verify insurance, and assist with referrals. The representative anticipates and acts on customer needs to enhance the patient experience. The position engages patients throughout registration, provides welcoming and attentive service, assists patients with finding their destination when needed, and manages visitor flow according to hospital policy and safety guidelines. It enters and verifies registration information in the electronic health system, follows patient-identification procedures, reviews demographic and insurance details for completeness, and corrects deficiencies. The representative obtains required signatures and completed forms, explains or provides materials about patient rights, privacy, and financial assistance, and documents insurance verification, referrals, authorizations, and pre-certifications. The role handles inbound and outbound calls, directs callers, contacts patients about appointments and follow-up care, and cancels or reschedules appointments as needed. It may identify and initiate referrals, schedule appointments and communicate instructions, organize and follow up on patient-care paperwork, and perform administrative support duties such as opening, sorting, and distributing mail and correspondence.

Requirements

At least 1 year of related customer-facing experience is required.
Ability to interact successfully with the public.
Ability to work effectively despite sudden deadlines and changing priorities, while maintaining composure in high-stress situations.
Strong interpersonal skills for interacting with patients, patients’ families and visitors, and clinical staff.
Ability to work accurately with meticulous attention to detail.
Ability to use initiative and judgment and identify, analyze, and solve problems.

Nice To Haves

High school diploma or equivalent preferred.
Basic medical terminology understanding preferred.
Call center, patient scheduling, and/or physician front-office experience preferred.

Responsibilities

Engage patients throughout registration and provide welcoming, positive customer service to patients and visitors.
Assist patients to their destinations as needed and manage patient and visitor flow according to hospital policy and safety guidelines.
Obtain and accurately enter required registration information into the electronic health system, following identification and medical record number procedures to prevent duplicate or incorrect registrations.
Review demographic and insurance information for completeness and follow up to correct deficiencies.
Obtain required signatures and completed forms, including applicable Medicare, HIPAA, and benefits documents; provide related information and handouts and answer questions about patient rights, privacy, and financial assistance.
Verify and document insurance information, including deductibles, copayments, coinsurance, and policy limitations; obtain and document referrals, authorizations, and pre-certifications when needed.
Answer and place assigned calls, direct callers appropriately, and ensure calls are handled efficiently and in a timely manner.
Contact patients about upcoming appointments, instructions, and follow-up care; cancel or reschedule appointments as needed.
Assist with identifying and initiating referrals for specialist appointments, procedures, and tests when needed.
Organize, expedite, and follow up on paperwork related to patient care.
Schedule appointments for providers and communicate necessary instructions to patients.
Perform administrative support duties, including opening, sorting, and distributing mail and correspondence.