Patient Services Representative

Tidelands Health•Murrells Inlet, SC

About The Position

The Patient Services Representative registers patients receiving 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 acts on customer needs to enhance the patient experience. The position engages patients throughout registration, provides welcoming and helpful service, and assists patients with finding their destinations as needed. It enters and verifies registration information in the electronic health system, obtains required signatures and completed forms, explains patient rights and responsibilities and relevant notices, and documents insurance verification, referrals, authorizations, and pre-certification information. The representative handles assigned inbound and outbound calls, appointment reminders, instructions and follow-up questions; cancels and reschedules appointments; may initiate referrals; and schedules provider appointments. The role also organizes and follows up on patient-care paperwork and performs administrative support duties, including sorting and distributing mail and correspondence.

Requirements

At least one year of related customer-facing experience; required.
Ability to interact successfully with the public.
Ability to perform effectively despite sudden deadlines and changing priorities, maintaining composure in high-stress situations.
Strong interpersonal skills for interacting with patients, patients’ families and visitors, and clinical staff.
Ability to work with a 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

High school diploma or equivalent.
Demonstrated understanding of basic medical terminology.
Call center, patient scheduling, and/or physician front-office experience.
Customer-facing experience in healthcare.

Responsibilities

Engage patients throughout registration to create a welcoming, positive 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.
Obtain and accurately enter required registration information into the electronic health system; follow procedures for patient identification and medical record number assignment.
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.
Verify insurance and accurately document deductibles, copayments, coinsurance, and policy limitations; obtain and document referrals, authorizations, and pre-certification information as needed.
Answer assigned inbound calls and place outbound calls, direct callers appropriately, and ensure calls are handled efficiently and promptly.
Contact patients about upcoming appointments, relay instructions, and ask follow-up care questions as needed.
Cancel and reschedule appointments and schedule appointments for providers, communicating necessary instructions to patients.
Assist with identifying and initiating referrals for specialist appointments, procedures, and tests as needed.
Organize, expedite, and follow up on paperwork related to patient care.
Perform administrative support duties for the department or work location, including opening, sorting, and distributing mail and correspondence.