Patient Services Representative Rehab - Roswell Georgia

Wellstar Health System•Roswell, GA

6d•Onsite

About The Position

Wellstar is seeking a Patient Services Representative for their Rehab department in Roswell, Georgia. This role is crucial as it serves as the first point of contact for patients and visitors, ensuring a compassionate and empathetic experience. The representative is responsible for the day-to-day operations of the front office, including pre-registration, registration, scheduling, and general clerical support. They will interview patients to gather demographic, financial, and insurance information, screen for pre-certification requirements, and obtain necessary consents. Maintaining a working knowledge of insurance benefits, coordinating the collection of estimated patient liabilities, and responding to customer inquiries are key aspects of this role. The position requires competence in various clerical functions such as answering a multi-line phone system, accurate patient registration, preparing paperwork, verifying insurance, understanding benefit breakdowns and authorization requirements, and communicating benefits to patients. Detail-orientation for data entry into spreadsheets, managing supply inventory, and proficiency in EPIC and OP Rehab EMR Systems are also essential. The role involves accurately verifying and posting payments, following policies for processing receipts and cash, and maintaining organized documents. Additionally, the representative will refer patients to financial counselors to establish payment arrangements and ensure reimbursement for services.

Requirements

High School Diploma or GED
Previous employment record reflects work stability, as indicated by an average work tenure for previous jobs of at least one (1) year.
Typing and data entry competency
Work with minimal direction after training
Basic computer skills
Familiarity with routine office equipment and Microsoft Office.
Demonstrated professionalism, effective communication skills and active listening.

Nice To Haves

Minimum 2 years of related experience in a healthcare work setting, with exposure to front office responsibilities, insurance verification and insurance authorizations
Insurance terminology and knowledge
Pre-certification/authorization process
Medical terminology
ICD 10 knowledge

Responsibilities

Schedule appointments and make pre-admission arrangements.
Greet all guests with a positive and professional attitude.
Arrange for patients to be escorted to procedure areas or assigned rooms.
Maintain confidentiality of patient information in accordance with WellStar policy and HIPAA regulations.
Answer incoming phone calls and route them to appropriate parties or address issues.
Assist physicians and their staff, as well as patients, to expedite scheduling, pre-registration, pre-certification, and/or prior authorizations.
Maintain courteous and cooperative working relationships with patients/families, co-workers, management, physicians, other professionals, and the general public.
Complete the registration process per WellStar policy and regulatory standards.
Interview patients or representatives to obtain complete and accurate demographic, financial, and insurance information, and accurately enter all patient information into the registration system.
Read physicians' orders to determine services requested and to assure order validity.
Obtain new medical record numbers for all new patients.
Obtain all necessary signatures and be knowledgeable regarding any special forms that may be required by patients' third-party payor.
Document thorough explanatory notes on patient accounts concerning any non-routine circumstances clarifying special billing processes.
Re-verify all information at the time of the registration process.
Understand and apply WellStar philosophy and objectives and Rehab and PAS policies and procedures as related to assigned duties.
Understand the outpatient registration processes and work with IT/EMR on troubleshooting Registration interface errors.
Maintain a working knowledge of the process to verify insurance coverage and benefits.
Assist in verifying benefits as needed and for all patients at year-end.
Communicate professionally and knowledgeably with patients regarding benefits.
Complete all revenue collection efforts according to WellStar and PAS policy.
Contact patients prior to their initial visit to discuss co-pay and/or self-pay arrangements.
Collect the co-pay amount at each visit and provide a receipt to the patient.
Balance the collection log and receipts at the end of each business day.
Explain prompt payment discount policies to self-pay patients.
Route self-pay patients to the financial counselor for financial arrangements of self-pay balances, as indicated.
Make corrections and updates to patient account information in the computer as necessary.
Document concise and understandable notes regarding self-pay and co-pay collection activity.
Timely communicate on all charge addendums.
Prepare charts for the clinic in a timely manner.
Consistently demonstrate the ability to organize work, recognize and establish appropriate work priorities, and complete work in a productive manner without creating backlogs.
Maintain proficiency and accuracy in data entry skills.
Maintain a working knowledge of available information system capabilities and perform all system applications that are required.
Fax, mail, or otherwise provide medical information to referring physicians in a timely manner, as per departmental process.
Accurately provide information to the medical record company as requested for review of claims, as per departmental process.
Effectively utilize and daily maintain all office equipment, phone system, intercom system, and PC.
Keep management informed of all necessary information; reach out for assistance as needed.
Track financial/clinical statistical data as per departmental requirements, and function in a clerical support role for the department.
Work EPIC work queues and reports daily per demands.
Prepare and maintain accurate statistics consisting of visits, new patients, procedures, revenue, patient satisfaction, etc. for the department.
Submit daily, weekly, and/or monthly reports of statistical information to administration.
Utilize Lawson or other method appropriately to maintain departmental ordering/inventory process.
Provide secretarial support to manager and clinical staff in a timely manner, maintaining appropriate confidentiality.
Record and maintain minutes of monthly departmental meetings.
Maintain educational records for the department, including entering educational information into Kronos Timekeeper.
Create charts, forms, reports, and other documents on PC.
Perform other duties as assigned.
Comply with all WellStar Health System policies, standards of work, and code of conduct.