Representative Patient Service I

REGIONAL ONE HEALTH•Memphis, TN

28d•Onsite

About The Position

This position serves as the primary access point for patients in inpatient and outpatient medical clinics and practices, and as an initial focal point of the patient experience. It gathers, enters, and verifies registration information; collects co-pays; may enter patient charges; and supports timely, accurate processing of information to facilitate care. The role requires professionalism and adherence to confidentiality, compliance, regulatory, accreditation, and organizational processes. The representative greets patients, completes registration and identity verification, confirms benefits and required documentation, scans insurance cards and forms, collects payments, issues receipts, records transactions, and reconciles cash receipts. The representative checks patients in for communication with clinical staff, handles encounter edits and other assigned preparation or scheduling work, completes check-out, schedules follow-up care, and assists with referrals. The role also monitors the waiting room and updates patients when providers are delayed. Depending on departmental assignments, the representative may answer and route phone calls, schedule new and follow-up appointments, collect information needed for insurance verification, and obtain referrals, authorizations, or pre-certifications. The position maintains communication with the Practice Manager, protects patient and organizational information, provides coverage for absences, and demonstrates flexibility in work schedules and duties.

Requirements

High school diploma or equivalent.
At least two years of clerical, customer service, or related experience, such as medical office or administrative services; completion of qualifying unit clerk, medical office, general clerical, or customer service training or equivalent education may be used in lieu of experience, with documentation required.

Nice To Haves

Completion of a clerical or medical office program.

Responsibilities

Greet patients upon arrival at the practice.
Complete and verify patient registration information, including verifying identity and address and confirming benefit verification for the service date.
Scan insurance cards and ensure required forms and notices are signed and scanned into the system as needed.
Collect co-pays and outstanding self-pay balances, provide receipts, enter transactions, and maintain and reconcile the cash drawer according to ambulatory protocol.
Update patient status as checked in to communicate with clinical staff.
Work assigned encounter edits and, depending on department needs, perform encounter preparation, eligibility checks, and appointment scheduling or rescheduling tasks.
Perform patient check-out and schedule follow-up appointments as requested by providers.
Assist patients with referrals and follow-up services.
Monitor the waiting room for customer-service issues and update patients every ten minutes when providers are running behind.
Follow regulatory, accreditation, system, department, and organizational processes.
Answer and route calls when assigned.
Schedule new and follow-up appointments when dedicated scheduling staff are not available, obtaining information required for insurance verification when scheduling new patients.
Obtain authorizations and pre-certifications for outside procedures when assigned.
Maintain daily communication with the Practice Manager.
Maintain confidentiality and follow policies for handling and releasing patient, department, and hospital information.
Provide coverage for relief and absences as required and adapt to changing schedules and duties.