Representative - Patient Financial Services I

Memorial Healthcare•Pembroke Pines, FL

About The Position

The Patient Financial Services Representative (PFSR) is the first point of contact for patients and guarantors in hospital, ambulatory, or medical office settings. The representative obtains and verifies demographic, financial, and insurance eligibility information, answers questions, and ensures required notices and consent forms are signed. The role requires excellent communication, critical thinking, sound judgment, collaborative relationship-building, and the ability to work with minimal supervision in a stressful environment. Responsibilities may vary by setting. Physician Practices (MPG, MPC, and UCC) representatives must be willing to travel to other locations as business needs require; mileage reimbursement is provided. The position is primarily for office workers and is not eligible for shift differential.

Requirements

High school diploma or equivalent.
Excellent communication and critical thinking skills, decisive judgment, and ability to work with minimal supervision in a stressful environment.
Ability to work collaboratively and build relationships.
No prior experience is required.
For Physician Practices (MPG, MPC, and UCC), willingness to travel to other locations based on business needs.

Nice To Haves

One year of related hospital, medical office, or customer service experience is preferred.

Responsibilities

Collect patient out-of-pocket responsibility according to collection guidelines; provide estimates upon request; and prepare and balance a daily deposit of collections.
Verify insurance benefits, obtain insurance cards, confirm active coverage, and determine the correct filing order when multiple coverages apply.
Provide exceptional, timely, and courteous customer service, address questions and concerns, and guide patients to the appropriate service destination when needed.
Obtain pre-certification and authorization.
Explain policies and regulatory and financial consent forms, and obtain required signatures.
Perform patient discharge functions when needed, including reviewing the after-visit summary, scheduling future appointments, and arranging referrals.
Interview patients and guarantors at a workstation or bedside to obtain necessary information, including a copy of identification.
Confirm physician and prescription orders for accuracy when needed.
Schedule walk-in appointments for offered services when needed.
In Physician Practices, obtain specialty authorizations; handle authorization denials and peer-to-peer processes; schedule appointments and procedures; handle incoming calls, including physician and hospital back lines; and obtain and confirm referrals.
In the hospital, place an identification band after validating patient identity, obtain signatures for hospital-specific regulatory forms, obtain authorizations for walk-in appointments, and determine when financial assistance is needed.
In Memorial Primary Care, handle MIH-MPC program referrals, payment collection, and eligibility scheduling; process referral work queues and same-day access requests; work with the Patient Access Center on real-time requests; and address prescription refill and patient advice requests through MyChart and provider scheduling templates.