Patient Service Representative

Patient Service Representative

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.

Essential Job Responsibilities:

• Greets, provides information, and responds to the needs of patients, families, staff, and other visitors at the check-in/out desk.
• Accurately collects and analyzes all required demographic, insurance/financial, and clinical data elements necessary to pre-register and register all types of patients.
• Coordinates/schedules initial evaluation and subsequent patient appointments for multi-disciplines based on patient needs.
• Manages calls from insurance/care managers to coordinate multi discipline care for patients.
• Collects 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.
• Receives and properly responds to telephone, electronic, or face-to-face inquiries from patients or their legal representatives.
• Performs all other appropriate activities as directed and as necessary to meet the patient's needs and to achieve expected departmental and organizational outcomes.
• Provides various other responsibilities and clerical/therapist support as delegated by Manager.

Other responsibilities:

• Provides patient care as requested by therapist:
• Transports and transfers patients observing safety precautions and good body mechanics.
• Maintains a clean and orderly workplace:
• Acquires and replaces equipment and supplies in proper place following treatment.
• Cleans and maintains equipment according to department infection control policies and procedures.
• Maintains storage and inventory of equipment and supplies.
• Maintains adequate clean linen supply and changes linen in accordance with established guidelines.
• Maintains treatment areas in a clean and orderly condition.
• Functions as patient advocate and maintains patient confidentiality.
• May order and maintain inventory as assigned by supervisor.
• Performs one or more of the following duties according to program need:
• Organizes and maintains patient chargeable equipment inventory.
• Maintains training equipment.
• Assumes patient care and clerical duties under therapist direction across all inpatient programs and/or disciplines.

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:

• Minimum of the GED/Diploma
• 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
• Minimum 12-18 months' work experience in healthcare with scheduling and/or PFS related job duties.
• 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: Frequently
• Traverse or move around work location: Occasionally
• Use keyboard: Frequently
• Operate or use department specific equipment: None
• Ascend/Descend equipment or ladder: None
• Position self to accomplish the Essential Functions of the role: Frequently
• Receive and communicate information and ideas for understanding: Frequently
• Transport, position, and/or exert force:
• Up to 10 pounds: Occasionally
• Up to 25 pounds: Occasionally
• Up to 50 pounds: Occasionally
• Up to 75 pounds: Occasionally
• More than 100 pounds: Occasionally

Consistent with the Americans with Disabilities Act (ADA), it is the policy of Mary Free Bed Rehabilitation Hospital to provide reasonable accommodation when requested by a qualified applicant or employee with a disability, unless such accommodation would cause an undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment, including the application process. If reasonable accommodation is needed, please contact the Talent Acquisition team.

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.