Patient Services Representative II

Georgetown Hospital System•Myrtle Beach, SC

About The Position

The Patient Services Representative II registers patients needing services and handles first-call resolutions 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. It anticipates and responds to customer needs to enhance the patient experience. The position also pre-registers and schedules moderately complex procedures and coordinates multiple resources for patient services. Depending on assignment, duties may include prior authorization, incoming and outgoing referrals, good faith estimates, and payment collections. The representative engages patients throughout registration, provides customer service to patients and visitors, and assists with wayfinding and visitor flow in accordance with hospital policy and safety guidelines. The role enters registration information into the electronic health system, follows positive-identification and medical-record-number procedures, reviews and corrects demographic and insurance information, obtains required signatures and forms, and explains patient rights, privacy notices, and financial-assistance documentation. It documents insurance verification details, including deductibles, copayments, coinsurance, and policy limitations, and obtains and records referral, authorization, and pre-certification information when needed. Additional duties include handling inbound and outbound calls, reminding patients about appointments, relaying instructions, asking follow-up care questions, canceling and rescheduling appointments, helping initiate referrals, organizing and following up on patient-care paperwork, scheduling appointments and communicating instructions, and performing administrative support tasks such as opening, sorting, and distributing mail and correspondence.

Requirements

High school diploma or equivalent.
Two years of related customer experience, preferably in healthcare.
Experience demonstrating proficiency in scheduling or pre-registering patients; prior call center experience may be considered.
Ability to interact successfully with the public.
Ability to perform effectively under 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.
High degree of accuracy and meticulous attention to detail.
Ability to use initiative and judgment and to identify, analyze, and solve problems.

Nice To Haves

Healthcare customer experience is preferred.
Prior call center experience may be considered.

Responsibilities

Register patients and obtain accurate, complete demographic, financial, and medical information.
Handle first-call resolutions for assigned departments and transfer calls or make appointments as appropriate.
Pre-register patients and verify insurance for procedures; schedule moderately complex procedures and coordinate resources for patient services.
Engage patients during registration and provide welcoming, positive customer service to patients, visitors, callers, and staff.
Assist patients with directions and manage patient and visitor flow according to hospital policy and safety guidelines.
Enter registration information in the electronic health system and follow positive-identification and medical-record-number procedures to prevent duplicate or incorrect registrations.
Review demographic and insurance information for completeness and correct deficiencies.
Obtain required signatures and complete forms, including applicable Medicare, HIPAA, and benefits-related documents.
Provide information or handouts and answer questions about patient rights and responsibilities, HIPAA privacy, and financial assistance.
Document insurance verification details, including deductibles, copayments, coinsurance, and policy limitations.
Obtain and document referral, authorization, and pre-certification information when needed.
Handle assigned inbound and outbound calls and direct callers appropriately and promptly.
Contact patients with appointment reminders, instructions, or follow-up care questions as needed.
Cancel and reschedule appointments as needed.
Help identify and initiate referrals for specialist appointments, procedures, and tests.
Organize, expedite, and follow up on paperwork related to patient care.
Schedule provider appointments and communicate necessary instructions to patients.
Perform administrative support duties, including opening, sorting, and distributing mail and correspondence.
Depending on assignment, perform prior authorization, referral, good faith estimate, and payment collection duties.