Patient Services Representative

Patient Services Representative Location: Los Angeles, CA 90017 Duration: 13 Weeks Contract Shift: Day Shift || 8:30 AM 5:00 PM Summary: Must have excellent written and verbal communication skills to communicate effectively with staff, patients, guarantors, insurance companies, and physicians. Demonstrated attention to detail; Good English speaking, spelling, reading and Mathematical skills required Demonstrate ability to learn quickly, and follow directions as outlined in policies or given by Supervisor Strong Computer skills and Knowledge in Word, Excel and ability to maneuver through multiple screens in a timely manner 1+ year of medical office /hospital/medical billing work experience preferred Medical terminology knowledge strongly preferred Insurance knowledge required Ability to multi-task in a fast and high pressured environment Stringent adherence to all HIPAA laws Strong typing skills 45 and up wpm is required Strong analytical skills, problem solving. The ability to act and decide accordingly. Excellent Customer service and phone skills with a background in the medical industry Ability to travel to off-site locations (Outpatient only) Education/Experience/Training: One year experience in a high volume healthcare facility or medical office setting with strong computer and customer service experience required High school graduate required or equivalent, evidence of continuing education preferred. Medical terminology strongly preferred Insurance and billing experience strongly required Drivers License; ability to travel to off-site locations (Outpatient only) Bilingual Spanish or Chinese (Mandarin) preferred Duties and Responsibilities: Safeguards and preserves the confidentiality of patients protected health information in accordance with State and Federal (HIPAA) regulatory requirements, hospital and departmental policies. Ensures a safe patient environment and adherence to safety practices per policy. With consideration to age, employee utilizes the approved process to resolve biophysical, psychological, educational and environmental needs of patient/significant other as required. Guest Relations: Exhibits positive guest relations skills by extending oneself and being hospitable to patients, physicians, coworkers, and visitors at all times. Warmly greets these by name and introduces self by name. Uses the phrase, "How can I help you?" as a first line of communication. Anticipates concerns and provides an explanation of the interview process. Utilizes translators if available or new translating system Stratus as necessary to ensure patient fully understands the information being discussed with them. Displays a teamwork approach, considering the impact of his/her decisions, actions and behaviors on others. Works with our eligibility vendor to create a positive working relationship that will provide a smooth process for the patient. Responds to others in a constructive, non-defensive manner. Maintains a professional appearance at all times, wearing uniforms or adhering to department dress code requirement, as per policy. Answers telephone by the third ring and states, ______ department, this is ______, and how can I help you? Expresses ideas clearly, actively listens and always follows appropriate channels of communication. Maintains confidentiality at all times. Full disclosure is provided to patient when starting the interview and screening process for Hospital Presumptive Eligibility and/or Uncompensated application so they understand the process. Organizational skills and Efficiency: Able to solve problems without compromising the patients needs. Sets priorities, integrates changes and organizes work activities in a logical and timely manner. Demonstrates a consistent level of performance and productivity. Files orders in the correct files and places files in the appropriate file and scan accordingly. Follows all procedures in department as instructed by management. Uses time wisely to pre-register all scheduled patients, as per policy. Prepares necessary paperwork, orders, labels, and forms for signature to expedite the registration process upon the patients arrival. Makes good use of time, seeks out work that needs to be done (ex. pre-registration), reports free time to supervisor. Responsible for completing all assigned procedures during shift without sacrificing the quality of work. Limits personal phone calls to breaks and lunches: away from the work area. Emergency: Productivity: completes a minimum of 20 registrations but strives for up to 30+ registrations per 8 hr shift which includes scanning documents, insurance verification and securing upfront collections. Verifies patients are appropriately medically screened and stabilized before Consent of Admissions is signed/discussed and or liability is requested. No patients are to leave the Emergency Department without registration being completed. When necessary, Registration Representative will start the interview and screening process for Hospital Presumptive Eligibility for patients without insurance who present in the Emergency department. Registration Representative will evaluate patients within established guidelines to assist in identifying qualification to the HPE program. Registration Representative will be required to following the M/Cal guidelines and regulatory requirements to secure the most accurate information needed to complete the application process. Registration representative will ensure all insurance, demographic and eligibility information is obtained and entered into the system accurately and appropriate eligibility worker is notified. If patient does not qualify for HPE the clerk will pre-screen for hospitals Uncompensated Care program based on financial income and family size. If patient qualifies for this program, registrar will complete application process with patient, scan accordingly and submit original to the business office for approval process. Registration clerk will document into MS4 the entire process to notify the business office staff of outcome and status for this patient. Timeliness: registers all patients who present in a timely manner. Patients are to have the full registration completed with the COA signature obtained within 30minutes once medically screened by provider. Admitting/Outpatient Departments: Productivity: completes a minimum of 20 registrations but strives for up to 30+ registrations per 8 hr. shift or 35 pre-registrations per 8 hr shift. Completes full pre-registrations for scheduled patients within 2 business days of being scheduled or if patient presents in department to pre-register. All scheduled patients are to have the full pre-registration process completed, which includes estimates issued on all accounts along with securing copay/liability over the phone when applicable or no later than the day prior to procedures. Admitting: Responsible for identifying and capturing all Self Pay accounts from emergency department to start the interview and screening process for Hospital Presumptive Eligibility and/or uncompensated care program. Timeliness: registers all patients who present in a timely manner. All patients are to be registered within 15 minutes of arriving for service. If there is a delay past that time frame, management is to be contacted for assistance. Front Desk Clerk/OB/Inpatient Admitting: completes a minimum of 15 registrations but strives for up to 30+ registrations per 8 hr. shift, which includes scanning documents, verifying eligibility, front end collections with required application and accurate order entry. OB Admitting: Will schedule all OB procedures (C-Sections, Pre-op, Inductions, etc.,) in Enterprise scheduling system.