Senior Patient Service Representative Coverage

Senior Patient Service Representative

Hours: 8 hour shift during the hours of operation: 7:00A-6:30P Mon-Thurs, 7:00A-5:30P Friday

Summary 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; collection of co-pays, assistance with way finding, or other services or resources for a program specific multi-discipline department. Interact in a customer focused manner during referral processing. Provide office support for all Scheduling and Patient Financial Services staff. Work cooperatively with other departments and outpatient staff/leadership to assure financial reimbursement for outpatient services. In addition, the Senior Patient Service Representative will provide training support and compliance and education requirements for the Patient Service Representative team.

Essential Job 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

Customer Service Responsibilities

Demonstrate excellent customer service and standards of behaviors as well as encourages, coaches, and monitors the same in team members. This individual should consistently promote teamwork and direct communication with co-workers and deal discretely and sensitively with confidential information.

Responsibilities in Quality Improvement

Contribute by identifying problems and seeking solutions. Promote patient/family satisfaction where possible; participates in departmental efforts to monitor and report customer service.

Essential Job Qualifications

• 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

Preferred Job Qualifications

• 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

Physical Requirements for Essential Job Qualification

• Remain in a stationary position: Majority
• Traverse or move around work location: Occasionally
• Use keyboard: Frequently
• Operate or use department specific equipment: None

Compensation based on experience, starting from $20.94.

Mary Free Bed is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, age, genetic information, veteran status, disability or other legally protected characteristic.