Patient Services Representative II

Georgetown Hospital System•Pawleys Island, SC

2d•Onsite

About The Position

Join Team Tidelands and help people live better lives through better health! Patient Services Representative II Are you passionate about quality and committed to excellence? Consider joining our Tidelands Health team. As our region's largest health care provider, we are also one of our area's largest employers. More than 2,500 team members at more than 70 Tidelands Health locations bring our healing mission to life each day. A Brief Overview The purpose of this position is to register all patients needing services and handle all first call resolutions for the departments assigned. The role is responsible for obtaining accurate and complete demographic, financial, and medical information. The employee will transfer calls as appropriate, and/or make appointments as necessary. For procedures, the employee may pre-register the patient, verifying insurance, etc. In addition, the employee may assist with making referrals. The person performing this role anticipates and acts on the needs of our customers to enhance their patient experience. Responsible for pre-registering and scheduling moderately complex procedures and coordinating multiple resources for patient services. May also perform duties for prior authorization, referrals (incoming/outgoing), good faith estimates, and/or payment collections. What you will do Engage patients throughout the registration process to create a welcoming and positive patient experience. Consistently displays good customer service behaviors to all patients and visitors to promote positive patient experiences. Assist patients to their destination as needed and manage patient visitor flow according to hospital policy and safety guidelines. Obtains and accurately enters required information for registration into the electronic health system. Follow prescribed procedures for positive identification and medical record number assignment, so no duplication or wrong patient registrations occur. Reviews demographic and insurance information for completeness, and follows through with correcting any deficiencies, so collection efforts are not delayed due to insufficient or incorrect information. Ensures all appropriate signatures are obtained and forms completed including and not limited to the following: Medicare Secondary Payer Questionnaire, Advance Beneficiary Notice (ABN waiver), HIPAA Privacy Notice, AOB (Assignment of Benefits), Medicare Important Messages etc. Provides information and/or handouts and answers questions on patient rights and responsibilities, HIPAA Privacy Notice, and any financial assistance documentation. Thoroughly and accurately documents insurance verification information in the system, identifying deductibles, copayments, coinsurance, and policy limitations. Obtains referral, authorization and pre-certification information if needed; documents this information in the EHR, electronic health record. Answers all inbound and/or places outbound telephone calls as assigned and appropriately directs callers and ensures all calls are handled efficiently and in a timely manner. Consistently exhibits the highest level of service to all callers and fellow staff. Contact patients by phone to remind them of upcoming appointments, relay instructions and/or to ask follow-up care questions as needed. Cancel and reschedule appointments as needed. May assist with identifying and initiating necessary referrals for specialist appointments, procedures and tests. Organizes, expedites and follows-up on any paperwork related to patient care. Schedules various types of appointments for providers and communicates any necessary instructions to the patient. Performs various administrative support duties for department/work location. Opens, sorts and distributes all types of mail and correspondence as is necessary and assigned.

Requirements

High School Diploma or equivalent
Two (2) years of related customer experience, preferably in healthcare
Experience demonstrating proficiency in scheduling OR pre-registering patients.
Ability to interact successfully with the public.
Ability to perform effectively despite sudden deadlines and changing priorities; maintaining personal composure in high stress situations required
Ability to demonstrate a high level of interpersonal skills required to interact with patients, patients’ families/visitors and clinical staff required
Ability to perform with a high degree of accuracy and with meticulous attention to detail required
Demonstrate a strong ability to use initiative and judgment and to identify, analyze and solve problems required

Nice To Haves

Prior call center experience

Responsibilities

Register all patients needing services and handle all first call resolutions for the departments assigned.
Obtain accurate and complete demographic, financial, and medical information.
Transfer calls as appropriate, and/or make appointments as necessary.
Pre-register patients for procedures, verifying insurance, etc.
Assist with making referrals.
Anticipate and act on the needs of our customers to enhance their patient experience.
Pre-register and schedule moderately complex procedures and coordinate multiple resources for patient services.
Perform duties for prior authorization, referrals (incoming/outgoing), good faith estimates, and/or payment collections.
Engage patients throughout the registration process to create a welcoming and positive patient experience.
Display good customer service behaviors to all patients and visitors to promote positive patient experiences.
Assist patients to their destination as needed and manage patient visitor flow according to hospital policy and safety guidelines.
Obtain and accurately enter required information for registration into the electronic health system.
Follow prescribed procedures for positive identification and medical record number assignment, so no duplication or wrong patient registrations occur.
Review demographic and insurance information for completeness, and follow through with correcting any deficiencies.
Ensure all appropriate signatures are obtained and forms completed including and not limited to the following: Medicare Secondary Payer Questionnaire, Advance Beneficiary Notice (ABN waiver), HIPAA Privacy Notice, AOB (Assignment of Benefits), Medicare Important Messages etc.
Provide information and/or handouts and answer questions on patient rights and responsibilities, HIPAA Privacy Notice, and any financial assistance documentation.
Document insurance verification information in the system, identifying deductibles, copayments, coinsurance, and policy limitations.
Obtain referral, authorization and pre-certification information if needed; document this information in the EHR, electronic health record.
Answer all inbound and/or place outbound telephone calls as assigned and appropriately direct callers and ensure all calls are handled efficiently and in a timely manner.
Exhibit the highest level of service to all callers and fellow staff.
Contact patients by phone to remind them of upcoming appointments, relay instructions and/or to ask follow-up care questions as needed.
Cancel and reschedule appointments as needed.
Assist with identifying and initiating necessary referrals for specialist appointments, procedures and tests.
Organize, expedite and follow-up on any paperwork related to patient care.
Schedule various types of appointments for providers and communicate any necessary instructions to the patient.
Perform various administrative support duties for department/work location.
Open, sort and distribute all types of mail and correspondence as is necessary and assigned.