Representative Patient Service I

REGIONAL ONE HEALTH•Memphis, TN

19d•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. It gathers, enters, and verifies patient registration information; collects co-pays and outstanding self-pay balances; may enter patient charges; and supports the care process by handling information accurately and promptly. The role requires professionalism and protection of patient, department, and hospital information. The representative greets patients, completes registration and benefit-verification steps, scans insurance cards and applicable forms, processes check-ins and encounter edits, and performs checkout duties. The position may also schedule appointments, assist with referrals and authorizations, answer and route calls, monitor the waiting room, and keep patients informed when providers are running behind. It follows regulatory, accreditation, privacy, compliance, and organizational processes; maintains daily communication with the Practice Manager; and provides coverage as needed. The role is full-time on the night shift at Jefferson 5D Trauma in Memphis, Tennessee.

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 and complete and verify registration information, including patient identity, address, and benefit verification for the current service date.
Scan insurance cards and ensure applicable patient notices and policies have been signed and scanned into the system.
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 to checked in and work assigned encounter edits throughout the day; depending on department needs, also perform encounter preparation, eligibility checks, appointment scheduling or rescheduling, no-show follow-up, and review of encounters with no charge.
Perform patient checkout, schedule follow-up appointments as requested by providers, and assist with referrals.
Monitor the waiting room for customer service concerns and update patients every ten minutes when providers are running behind schedule.
Follow regulatory, accreditation, and system processes and policies.
Answer and route calls when assigned, and schedule new and follow-up appointments if dedicated scheduling staff are unavailable.
Obtain information needed for insurance verification when scheduling new patients; assist with referrals and, when assigned, obtain authorizations and pre-certifications for outside procedures scheduled through the clinic or department.
Maintain confidentiality and comply with policies for processing and releasing patient information.
Communicate with the Practice Manager daily, provide backup coverage for relief and absences, and adapt to work schedule or duty-assignment changes.