Patient Services Representative I

Georgetown Hospital System•Georgetown, SC

About The Position

The Patient Services Representative I registers patients needing services and handles first-call resolution for assigned departments. The role obtains accurate and complete demographic, financial, and medical information; transfers calls or makes appointments as appropriate; and may pre-register patients for procedures, verify insurance, and assist with referrals. The representative anticipates and responds to customer needs to enhance the patient experience. The position engages patients throughout registration, provides courteous service to patients and visitors, and helps manage patient and visitor flow. It obtains and enters registration information in the electronic health system, verifies patient identity, reviews demographic and insurance information, obtains required signatures and forms, and documents insurance verification, referrals, authorizations, and pre-certification information as needed. The representative answers and routes phone calls, contacts patients about appointments and follow-up care, schedules, cancels, or reschedules appointments, organizes paperwork related to patient care, and performs administrative support duties such as sorting and distributing mail. This role requires a high school diploma or equivalent. At least one year of related customer-facing experience, preferably in healthcare, is preferred. Basic medical terminology understanding is required. Call center, patient scheduling, or physician front-office experience is preferred. The position has a light physical demand and is a regular, day-shift role with an eight-hour shift.

Requirements

High school diploma or equivalent.
Demonstrated understanding of basic medical terminology.
Ability to interact successfully with the public.
Ability to perform 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 to identify, analyze, and solve problems.

Nice To Haves

At least one year of related customer-facing experience, preferably in healthcare.
Call center, patient scheduling, and/or physician front-office experience.

Responsibilities

Register patients and obtain accurate and complete demographic, financial, and medical information.
Provide a welcoming and positive patient experience and consistently demonstrate good 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.
Enter required registration information in the electronic health system and follow procedures for patient identification and medical record number assignment.
Review demographic and insurance information for completeness and correct deficiencies.
Obtain required signatures and complete applicable forms, including Medicare and privacy-related documents.
Provide information and handouts and answer questions about patient rights and responsibilities, privacy notices, and financial assistance documentation.
Document insurance verification information, including deductibles, copayments, coinsurance, and policy limitations.
Obtain and document referrals, authorizations, and pre-certification information when needed.
Answer inbound calls and place outbound calls as assigned, direct callers appropriately, and handle calls efficiently and promptly.
Contact patients about upcoming appointments, instructions, and follow-up care questions as needed.
Cancel and reschedule appointments as needed.
Assist with identifying and initiating referrals for specialist appointments, procedures, and tests.
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.