Senior Patient Service Representative – Offsite Coverage/Float

Mary Free Bed Rehabilitation Hospital•Grand Rapids, MI

20h•Onsite

About The Position

Mary Free Bed is a not-for-profit, nationally accredited rehabilitation hospital serving thousands of children and adults each year through inpatient, outpatient, sub-acute rehabilitation, orthotics and prosthetics and home and community programs. With the most comprehensive rehabilitation services in Michigan and an exclusive focus on rehabilitation, Mary Free Bed physicians, nurses and therapists help our patients achieve outstanding clinical outcomes. The growing Mary Free Bed Network provides patients throughout the state with access to our unique standard of care. The mission is to restore hope and freedom through rehabilitation. At Mary Free Bed, the culture is values-based, focusing on patient care, clinical variety and challenge, a family culture, trust in each other, and a proud tradition of quality service. The Senior Patient Service Representative will greet, provide information, and respond to the needs of patients, families, staff, and other visitors at the check-in/out desk, including appointment check-in and out, registration, authorization/verification of insurance(s), explanation of benefits, and collection of co-pays. They will also assist with wayfinding and other services or resources for a program-specific multi-discipline department, interact in a customer-focused manner during referral processing, and provide office support for all Scheduling and Patient Financial Services staff. This role involves working cooperatively with other departments and outpatient staff/leadership to assure financial reimbursement for outpatient services. Additionally, the Senior Patient Service Representative will provide training support and ensure compliance and education requirements for the Patient Service Representative team.

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 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
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
Consistently promote teamwork and direct communication with co-workers and deal discretely and sensitively with confidential information
Contribute by identifying problems and seeking solutions
Promote patient/family satisfaction where possible; participates in departmental efforts to monitor and report customer service