Patient Services Rep I

Job Title

Greet visitors, ascertain purpose of visit, and direct them to appropriate staff.

Maintain pleasant and positive disposition during every patient interaction to ensure a positive patient experience.

Instruct patients to complete documents and forms such as intake and insurance forms.

Schedule, cancel and confirm patient appointments.

Compile, record and archive medical charts, reports, and correspondence with confidentiality.

Operate telephones and direct calls, emails and documents to appropriate staff.

Transmit correspondence and medical records by mail, e-mail, or fax.

Verify insurance via various methods (phone, internet, etc), obtain authorizations and certifications and explain patient responsibitility forms.

Perform financial functions with accuracy (i.e. charge entry) to ensure optimal payment for services.

Assist billing department with insurance denials via monitoring and working worklists in the electronic medical records system.

Assists in patient care and related activities as instructed by the physical therapist, physical therapist assistant, occupational therapist, certified occupational therapist assistant or speech language pathologist.

Manages patient interactions and implements service recovery techniques to ensure positive patient relations.

Clean and organize work area and disinfect equipment after treatment

Participate in daily log recording as required per site.

Change linens, such as bed sheets and pillow cases.

Contribute to a creative culture of daily continuous improvement

Essential Functions

Patient/Customer

• Ensures communication and collaboration with supervisors and fellow co-workers to serve patients and other customers to the best of his/her ability.
• Is professional in all actions and appearance
• Ensure compliance with regulatory parameters
• Uses resources wisely as if they were one's own.
• Demonstrates understanding and ownership of how his/her role contributes to achieving the success of the Department and the Health System.
• Demonstrates a personal commitment to ensuring a clean and safe working environment.
• Anticipates patients'/customers' needs and acts accordingly.
• Works to enhance patient satisfaction
• Assist patients and families
• Analyzes problems from the customers' point of view.
• Honors patient/customer/employee confidentiality.
• Seeks feedback on how to improve performance and offers constructive feedback, as well.
• Applies learning for improved performance.
• Presents self professionally & demonstrates professional behavior during interactions with others
• Strives to understand and value differences in others' race, nationality, gender, age, background, experience, and style.
• Customer Service Skills
• Utilizes AIDET principles to enhance communication.

Patient/Employee Safety Accountabilities

• Participates in Entity and Department wide initiatives for Patient /Employee safety
• Demonstrates an awareness of patient/ employee safety when carrying out daily responsibilities of their position.
• Validation of annual competencies required for the position

Operations

• Scheduling Functions
• Patient Identification
• Pre-Reg/Registration-Patient Information Updates
• Check-in Process
• Check-out Process
• Cash Collection
• Reconciliation and deposit.
• Insurance Verification Process
• Email
• Management of Medical Records
• Financial Counselor
• Department Productivity and goals (site specific)
• Site Opening Function
• Site Closing Function
• Ability to Multi-Task
• Understanding Clinical Work Processes
• Attendance/Time Management
• Involvement in Departmental Meetings
• Personal Impact
• Health System ID is worn in accordance to GSPP policy
• Ensures compliance with all applicable federal, state, and local regulatory standards (ex TJC, DOH, FDA, HIPAA, HCFA, DPW, LCGME, SCGME, etc)
• Flexible and readily adopts new processes and engages in practice operation changes

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education

• High School Diploma required
• Associate's Degree preferred

Work Experience

• Previous healthcare experience preferred

Licenses / Certifications

• Sunrise Billing system certification may be required