PATIENT SERVICE REPRESENTATIVE - PECATONICA

Job Summary

Works collaboratively and proactively to coordinate patient flow by being the first to greet, instruct, direct and schedule patients and visitors. Incorporates a positive team approach to serve as a liaison between patients and clinical support staff. Familiar with the office operations including scheduling, registration, coding, medical records, and collections. Key public relations position which will involve dealing with patient's compliments and concerns.

Job Responsibilities

• Focus communications on patient/customer care, business operations, and/or topics to create a positive work environment.
• Collect payments and balances.
• Responsible to answer phones, schedule appointments and preregister/register patients with verifying accuracy of demographics.
• Greet and/or escort patient to exam room in offices or other areas, when applicable.
• Schedules testing for patients (labs, referrals, appointments) ensuring completion of applicable paperwork including but not limited to advance beneficiary notice (ABN) waivers, pre-certification, and referral, as applicable.
• Ensures accuracy of balancing end of day payments.
• Collects mail, processes and distributes, as needed.
• Processes medical records requests for insurance companies, referrals or patient per FHN policy as applicable Distributes, organizes and/or scans transcription, diagnostic, and other medical reports per FHN EMR (Electronic Medical Record) workflow.
• Monitors and maintains nonmedical supplies or notifies appropriate staff of inventory needs.
• Processes forms, including but not limited to pre certification forms of in/outpatient procedures, waivers, referrals, disability forms, accident and workers compensation where appropriate.
• Maintains neat appearance of work area, waiting area and conducts light housekeeping as needed.
• Collaborate with CBO representative to address other account issues or questions.
• Understands and is able to perform functions related to approved FHN computer programs, tele-communications equipment, and other required technology.
• Manages medical records, including preparing charts and/or appropriate documentation utilizing approved abbreviations for patient visit, ensuring charts/documentation are present for provider at the time the patient is present, and create new charts/documentation as applicable.
• Adheres to FHN's commitment to Respect, Dignity, and Compassion standards.
• Displays competency for the Patient Service Representative role as evidenced in the annual performance appraisal following the FHN PRIDE Standards, policies, and procedures.
• Adheres to detail in data entry in electronic and paper processes. Maintains a focus on accuracy.
• Provides superior customer service by consistently following through to ensure patient satisfaction.
• Serves as a patient advocate, proactively working to identify and resolve patient concerns while practicing within FHN policies and procedures.
• Other duties may be assigned.

Requirements

Education: High School Diploma or equivalent required

Required Experience : 0 - 6 months relatable experience

Special Skills and Abilities:

• Ability to handle multiple tasks in a fast paced work environment
• Displays evidence of strong customer service skills
• Displays a working knowledge of medical terminology, coding and insurance preferred
• Proficient in the use of computers and basic office equipment utilized by FHN
• Must be flexible to the scheduling of work hours to meet the needs of FHN which may include cross departmental functions

Licensure/Certification/Registration:

• AED/BLS certification required within one year of employment

Physical Requirements:

Activity

Never

Rarely

Occasionally

Frequently

Constantly


Bending/Stooping

X

Climbing

X

Keyboard Data Entry

X

Kneeling

X

Reaching

X

Repetitive Foot/Leg Movements

X

Repetitive Hand/Arm Movements

X

Running

X

Sitting

X

Squatting

X

Standing

X

Walking

X

Lifting/Carrying (Non-Patient)

• 0 - 25 lbs.

X

• 25 - 75 lbs.

X

• Over 75 lbs.

X

Lifting/Carrying (Patient)

• Less than 25 lbs.

X

• 25 - 50 lbs.

X

• 50 - 75 lbs.

X

• 75 - 100 lbs.

X

• Over 100 lbs.

X

Pushing/Pulling

• 0 - 25 lbs.

X

• 25 - 75 lbs.

X

• Over 75 lbs.

X

Populations Served

While performing this job, the employee may care for patients in the following age groups.

• No direct responsibility to treat or care for patients

While performing this job, the employee does not care for patients in the following age groups.

• Neonate (< 30 days)
• Infant (< 1 year old)
• Early Childhood (1 year and < 5 years old)
• Late Childhood (5 years and < 13 years old)
• Adolescent (13 and < 17 years old)
• Young Adult (17 to < 30 years old)
• Middle Adult (30 years to < 60 years old)
• Older Adult (> 60 years old)
• Serves patients in areas other than direct patient care