Patient Services Rep II

JOB SUMMARY

• 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 responsibitilty 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

• Essential Accountabilities
• 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

• Patient Care Providers
• 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

• Essential Accountabilities
• 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

• 2+ years or equivalent as a Patient Service Rep I

Licenses / Certifications

• IDX Certification required
• Sunrise Billing system certification may be required