Senior Patient Service Representative – Coverage

Mary Free Bed Rehabilitation Hospital•Grand Rapids, MI

12d•Onsite

About The Position

Mary Free Bed is a not-for-profit, nationally accredited rehabilitation hospital dedicated to helping patients and families rebuild their lives. With a history spanning over a century, Mary Free Bed offers comprehensive rehabilitation services, including inpatient, outpatient, sub-acute rehabilitation, orthotics and prosthetics, and home and community programs. The hospital's mission is to restore hope and freedom through rehabilitation, and its employees are united by a values-based culture focused on patient care, clinical variety, a family culture, trust, and a proud tradition of service.

Requirements

Associates Degree or equivalent business classes/experience
Minimum 12-18 months’ work experience in healthcare with scheduling and/or patient financial related job duties
Computer experience with high accuracy level of data entry
Excellent telephone and customer service skills
Outstanding organizational, interpersonal, communication, and overall customer service skills
Ability to perform in a high paced environment with a positive attitude and interact with professional staff in an appropriate manner

Nice To Haves

Bachelor’s Degree in a health-related field
Working knowledge of ICD-10-CM and CPT coding classification systems
Knowledge of medical terminology and clinical rehabilitation

Responsibilities

Greet, provide information, and respond to the needs of patients, families, staff, and other visitors at the check-in/out desk.
Accurately collect and analyze all required demographic, insurance/financial, and clinical data elements necessary to pre-register and register all types of patients.
Coordinate/schedule initial evaluation and subsequent patient appointments for multi-disciplines based on patient needs.
Manage calls from insurance/care managers to coordinate multi discipline care for patients.
Collect any expected charge for service provided and complete timely posting of cash collections, accepting and generating appropriate receipts for monies and credit card payments received; provide financial guidance to achieve a mutually acceptable resolution of the expected self-pay balance including options of payment and charity care.
Receive and properly respond to telephone, electronic, or face-to-face inquiries from patients or their legal representatives.
Perform all other appropriate activities as directed and as necessary to meet the patient’s needs and to achieve expected departmental and organizational outcomes.
Provide various other responsibilities and clerical/therapist support as delegated by Manager.
Receive and properly respond to telephone, electronic, or face-to-face inquiries from patients or their legal representatives. May also be assigned escalated issues and inquiries.
Provide training support functions as assigned: Provide and update training materials for new PSR orientation, Observe and provide back up support to new PSR’s as they transition to full responsibility of their job duties, Provide EMR training to any new or established employee including scheduling appointments, registration, checking patients in/out, and printing reports.
Provide coverage and serve as the full time PSR for new off-site locations until new staff are successfully on-boarded.
Travel to existing and new offsite locations to train on PSR job duties.
Assist in implementation of new processes/protocols as they roll out across new locations and follow up to verify accuracy.
Provide support functions for compliance and education: Participate with internal and external departments in projects involving the coordination of multiple teams involved in the implementation of enhanced business processes/system conversions, Attend and contribute to meetings with necessary departments to ensure OP Access team is up to date on billing and CPT coding, pricing changes, ICD-10, and compliance issues, representing OP Access leadership as assigned.
Maintain appropriate level of knowledge of revenue cycle process as well as the practice management software from vendor training and third-party education (e.g. payers, seminars, etc.).
Demonstrate excellent customer service and standards of behaviors as well as encourages, coaches, and monitors the same in team members.
Promote patient/family satisfaction where possible; participates in departmental efforts to monitor and report customer service.