Representative Patient Service I

REGIONAL ONE HEALTH•Memphis, TN

5d•Onsite

About The Position

This position serves as the primary access point for patients in inpatient and outpatient medical clinics and practices, and is an initial focal point of the patient experience. The Representative Patient Service I gathers, enters, and verifies registration information; collects co-pays; may enter patient charges; and facilitates care by processing information accurately and promptly. The role requires professionalism at all times. The position welcomes patients, verifies identity and registration details, confirms benefit verification, scans insurance cards and required signed documents, collects payments, provides receipts, enters transactions, and reconciles cash receipts. It checks patients in for clinical staff, works encounter edits, performs check-out duties, schedules follow-up care, assists with referrals, and monitors the waiting room, keeping patients informed when providers are delayed. Depending on department assignments, duties may also include encounter preparation, eligibility checks, scheduling and rescheduling appointments, handling no-shows and encounters without charges, answering and routing calls, obtaining information for insurance verification, and securing authorizations or pre-certifications for outside procedures. The role maintains communication with the Practice Manager, supports coverage for absences, follows regulatory and organizational processes, and protects the confidentiality of patient, department, and hospital information.

Requirements

High school diploma or equivalent.
At least 2 years of clerical, customer service, or related experience, such as medical office or administrative services.
Completion of unit clerk, medical office, general clerical, or customer service training, or equivalent education, may be used in lieu of experience; documentation is required.

Nice To Haves

Completion of a clerical or medical office program.

Responsibilities

Greet patients when they arrive at the practice.
Complete and verify patient registration information, including patient identity and address.
Ensure benefit verification is completed for the current service date.
Scan insurance cards and required signed documents into the system.
Collect co-pays and outstanding self-pay balances, provide receipts, enter transactions, maintain the cash drawer, and reconcile end-of-day receipts.
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, appointment scheduling or rescheduling, no-show follow-up, and work on encounters without charges.
Perform patient check-out and schedule follow-up appointments as requested by providers.
Assist patients with referrals and, when assigned, obtain authorizations and pre-certifications for outside procedures.
Monitor the waiting room for customer service concerns and update patients every ten minutes when providers are running behind.
Answer and route calls when assigned, and schedule new and follow-up appointments if dedicated scheduling staff are not available.
Obtain information needed for insurance verification when scheduling new patients.
Maintain daily communication with the Practice Manager.
Follow regulatory, accreditation, departmental, and organizational policies, including requirements for handling and releasing patient information.
Maintain confidentiality of patient, department, and hospital information.
Provide backup coverage for relief and absences and demonstrate flexibility in work schedules and duty assignments.