Patient Services Representative

Georgetown Hospital System•Murrells Inlet, SC

13d

About The Position

The Patient Services Representative registers patients needing services and provides first-call resolution for assigned departments. The role obtains complete and accurate demographic, financial, and medical information; transfers calls or schedules appointments as appropriate; and may preregister 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 in a welcoming manner, supports patient and visitor flow, and enters registration information accurately into the electronic health system. It verifies patient identity, reviews demographic and insurance information, obtains required forms and signatures, documents insurance verification and authorization details, and provides information about patient rights, privacy, and financial assistance. The representative also handles inbound and outbound calls, appointment scheduling and reminders, cancellations and rescheduling, referral coordination, patient-care paperwork, mail, and other administrative support duties.

Requirements

High school diploma or equivalent.
Demonstrated understanding of basic medical terminology.
Ability to interact successfully with the public.
Ability to perform effectively amid 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

Engage patients throughout registration to create a welcoming, positive experience and display 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.
Obtain and accurately enter required registration information into the electronic health system.
Follow procedures for positive patient identification and medical record number assignment to prevent duplicate or incorrect registrations.
Review demographic and insurance information for completeness and correct deficiencies.
Obtain required signatures and completed forms, including Medicare Secondary Payer Questionnaires, Advance Beneficiary Notices, HIPAA Privacy Notices, Assignments of Benefits, and Medicare Important Messages.
Provide information and handouts and answer questions about patient rights and responsibilities, HIPAA privacy, and financial assistance documentation.
Document insurance verification information, including deductibles, copayments, coinsurance, and policy limitations.
Obtain and document referral, authorization, and pre-certification information when needed.
Answer inbound calls and place outbound calls as assigned; direct callers appropriately and ensure calls are handled efficiently and promptly.
Contact patients with appointment reminders, 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 provider appointments and communicate necessary instructions to patients.
Perform administrative support duties for the department or work location.
Open, sort, and distribute mail and correspondence as assigned.