Patient Services Representative, Ears, Nose, Throat, Part Time, First Shift

UC Health•West Chester, OH

10d

About The Position

The Patient Services Representative serves as the main point of contact for patients as they enter, leave, or request assistance at UC Health facilities. The representative provides attentive customer service and ensures patient interactions are handled with care. The role includes front-office flow, pre-registration, registration, insurance coordination, and clinical coordination activities. UC Health is an integrated academic health system serving Greater Cincinnati and Northern Kentucky in partnership with the University of Cincinnati. Its members include UC Medical Center, West Chester Hospital, University of Cincinnati Physicians, UC Health Ambulatory Services, Lindner Center of HOPE, and specialized institutes. UC Health describes its purpose as advancing healing and reducing suffering through innovation and world-class care.

Requirements

High school diploma or GED.
0–6 months of equivalent experience.

Nice To Haves

Associate's degree.
1–2 years of equivalent experience.

Responsibilities

Communicate appropriately with patients according to their population-related needs and provide clear treatment instructions to patients and families.
Involve family members or guardians in assessment, initial treatment, and continuing care; identify physical limitations and deploy interventions when necessary.
Recognize and respond appropriately to behavioral health concerns, psychological needs, cultural or religious norms, and signs or symptoms of abuse or neglect.
Perform treatments, administer medication, or operate equipment safely, as applicable.
Greet patients warmly, answer questions, help them locate destinations, and ensure patients in the lobby are being assisted.
Coordinate same-day scheduling changes and contact internal or external transportation services for patients when needed.
Answer telephone calls and direct them to the appropriate areas; follow HIPAA policies and guidelines; conduct end-of-day visit reconciliation.
Verify patient benefits with external groups and certify or recertify procedural services.
Obtain required authorizations for scheduled and unscheduled high-dollar outpatient procedures, follow up on missing data or account problems, and perform pre-authorizations and pre-certifications when needed.
Collect demographic information from new patients and ensure registration information is complete and accurate.
Assist patients with MyChart enrollment, collect co-payments, and follow the standard consent workflow.
Update insurance information in appropriate registration fields, complete Medicare Secondary Payer questionnaires for applicable patients, and ensure insurance billing information is complete and compliant.
Collect insurance information as indicated in the Pre-Registration Minimum Data Set.
Assist with referral and work questions, pre-visit planning and preparation, scheduling, and medical record management.
Place reminder calls to patients as needed.