Patient Services Representative

Tidelands Health•Murrells Inlet, SC

11d

About The Position

Join Team Tidelands and help people live better lives through better health! Patient Services Representative I 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 resolution 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 the patient experience. What you will do Engages patients throughout the registration process to create a welcoming and positive patient experience. Consistently displays good customer service behaviors to all patients and visitor to promote positive patient experiences. Assists 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. Follows 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. Contacts patients by phone to remind them of upcoming appointments, relay instructions and/or to ask follow-up care questions as needed. Cancels and reschedules 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. Tidelands Health is an Equal Opportunity Employer committed to providing employment opportunity without regard to an individual's age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex, sexual orientation, or veteran status. Tidelands Health is an equal opportunity employer (EOE). Tidelands Health does not discriminate against employees or applicants for employment on the basis of race, color, creed, religion, age, national origin, disability, marital status, veteran status, gender, genetic information, familial status, or any other legally protected status. At Tidelands Health, we are united by a single, shared mission: We help people live better lives through better health. It’s a commitment embodied in the extraordinary care we provide our patients and the award-winning workplace that welcomes our team every day. A proud not-for-profit organization, we are the largest health care provider in our beautiful coastal region of South Carolina. Enjoy year-round access to the Myrtle Beach area’s warm, sunny climate and outstanding quality of life as you fulfill your professional dreams. Here, you’ll find a workplace culture built around a spirit of inclusion, teamwork, mutual respect and recognition for a job well done. Discover what it’s like to work for an organization that values who you are as much as we appreciate what you do.

Requirements

High School Diploma or equivalent
At least 1 year of related customer facing experience, preferably in healthcare.
Demonstrated understanding of basic medical terminology
Ability to interact successfully with the public.
Ability to perform effectively despite sudden deadlines and changing priorities; maintaining personal composure in high stress situations.
Ability to demonstrate a high level of interpersonal skills required to interact with patients, patients’ families/visitors and clinical staff.
Ability to perform with a high degree of accuracy and with meticulous attention to detail.
Demonstrate a strong ability to use initiative and judgment and to identify, analyze and solve problems.

Nice To Haves

Call center, patient scheduling and/or physician front-office experience

Responsibilities

Engages patients throughout the registration process to create a welcoming and positive patient experience.
Consistently displays good customer service behaviors to all patients and visitor to promote positive patient experiences.
Assists 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.
Follows 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.
Contacts patients by phone to remind them of upcoming appointments, relay instructions and/or to ask follow-up care questions as needed.
Cancels and reschedules 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.