Pre-Service Representative

Ovation Healthcare•Crest, CA

1d•Remote

About The Position

Ovation Healthcare, formerly QHR Health, has been strengthening independent community healthcare for over 40 years. Their mission is to provide independent hospitals and health systems with support, guidance, and tech-enabled shared services to ensure their viability. They aim to be a dynamic, integrated professional services company delivering innovative solutions through experience and thought leadership, valuing trust, respect, and customer-focused behavior. The company seeks talented, motivated professionals to help independent hospitals thrive, offering collaboration with skilled subject matter specialists and operations executives in a professional and team-oriented atmosphere. Ovation Healthcare's corporate headquarters is in Brentwood, TN. The Pre-Service Representative role involves scheduling and/or pre-registration of patients for facility visits via telephone. This is a remote position that may also include verifying insurance, collecting copays, obtaining authorizations, and logging data. The position requires providing a superior level of customer service during patient interactions.

Requirements

GED/High School Diploma
6+ months previous registration experience
6+ months customer service/outbound call center
Knowledge of registration or pre-registration processes and all components associated with those processes
Knowledge of HIPAA compliance
Knowledge of collections tactics
Knowledge of customer service best practices
Talking and typing at the same time
Active Listening — Giving full attention to patients, taking time to understand patient needs and requests, asking questions as appropriate, and not interrupting at inappropriate times
Customer Service – Providing excellent service to patients, going above and beyond to ensure their questions are answered, needs are met, and concerns handled. Ensuring patients feel valued and respected
Speaking — Talking to others to convey information effectively
Time Management — Managing one's own time effectively to maximize production
Monitoring — Monitoring/Assessing performance of yourself to make improvements or take corrective action
Active Learning — Understanding the implications of new information for both current and future problem-solving and decision-making
Typing speed – ability to type at least 40 wpm

Nice To Haves

Previous registration experience in a hospital setting preferred
Attention to Detail — Job requires being careful about detail and thorough in completing work tasks
Dependability — Job requires being reliable, responsible, and dependable, and fulfilling obligations
Cooperation — Job requires being pleasant with others on the job and displaying a good-natured, cooperative attitude
Stress Tolerance — Job requires accepting criticism and dealing calmly and effectively with high stress situations
Adaptability/Flexibility— Job requires being open to change (positive or negative) and to considerable variety in the workplace
Discretion – Job requires the handling of sensitive information and keeping this information confidential
Persistence — Job requires persistence in the face of obstacles
Achievement/Effort — Job requires establishing and maintaining personally challenging achievement goals and exerting effort toward mastering tasks

Responsibilities

Meet individual KPIs and goals
Handle inbound, dialer, and outbound calls in a timely manner
Schedule patient appointments per client expectation
Pre-Registration of patient appointments into one or more software programs
Verify insurance eligibility and patient liability amounts and collect financial obligation from patients
File, maintain logs, and perform other general administrative and team support duties as required
Collect data for quality improvement
Answer and work client emails
Place follow-up calls if needed
Other duties as assigned