Patient Services Representative I

Job Description

Job Description

Our Mission

All of us, for each of you, every time.

Together, serving as the trusted regional healthcare partner.

Listen~Love~Respect~Excel~Innovate

At Samaritan, we do more than deliver healthcare—we make a meaningful difference in the lives of our community every day. We’re committed to creating an exceptional workplace where professionals feel valued, supported, and inspired to provide outstanding care to every patient we serve. This position is responsible for the efficient and orderly admission of inpatients, the registration of outpatients and ensuring accurate patient information is collected. Ensures that all incoming telephone calls are promptly and courteously answered and routed to the correct extension within the facility. Performs paging, announcement of public messages and responds to all inquiries in accordance with hospital policy. Greets all visitors promptly and courteously. Directs visitors to appropriate areas, provides a wheelchair for a customer, etc., and reflects good public relations.

This position is a full-time role working Monday-Friday between 9:30am-6:00pm.

ESSENTIAL FUNCTIONS

1. Ensure all incoming calls are promptly and courteously answered and routed to the correct extension within the hospital system, physician offices, or clinics associated with the hospital.
2. Perform paging, announcement of public messages and respond to all inquiries, in accordance with organization policy.
3. Monitor and announce all emergent and alarm systems according to current organization policies for Emergency Codes.
4. Responsible for the pre-registration and registration of all patients who need our services, in a considerate, accurate/efficient and timely manner. If unable to get all the necessary information at the time of registration, follow up and obtain information.
5. Follows department’s documentation policy to ensure necessary information is documented in the patient’s account.
6. Gathers complete and accurate patient demographic (e.g., name, date of birth, Social Security Number), insurance (e.g. insurer name, plan subscriber) and clinical information from patients and physicians.
7. Ensure that all insurance information is promptly and properly verified using EPIC Real Time Eligibility (RTE) or applicable provider portal as needed.
8. Responds promptly to patient inquiries regarding hospital billing procedures, policies and statements- aligns patients with resources for financial counseling as needed.
9. Works closely with Financial Access to ensure proper financial clearance of scheduled procedures.
10. Register patients with on-the-job injuries, MVAs, and other injuries and have them complete the appropriate forms.
11. Take payments from customers. Maintain cash drawer and complete daily deposits following department’s cash handling procedure, letting the Patient Access Manager know of any cash discrepancies or concerns.
12. Collect co-pays, deductibles, and/or sets payment arrangements when applicable.
13. When the service is emergent, the representative immediately provides whatever information obtained to the clinical staff for patient’s immediate care.
14. Understands and follows appropriate rules and regulations regarding patient admissions such as Medicare Secondary Payer, Advance Beneficiary Notices, Message from Medicare, Notice of Privacy Practices, Patient Rights, Advance Directives and EMTALA.
15. Ensures all necessary forms, letters of non-coverage, and questionnaires are completed and signed accurately.
16. Responsible for identifying and properly coding insurances, DLI's, Medicaid, Medicare, and HMO's.
17. Maintains professional growth and development through seminars, workshops, and professional affiliations to keep abreast of latest trends in field of expertise.
18. Ensures no injuries to self or others by following safe work practices and policies. This includes, but is not limited to: security and safety, understanding of MSDS, equipment, infection control, fire, disaster, safe lifting and body mechanics.
19. Ensures self-compliance with organization policies and procedures, as well as labor agreements.
20. Ensures the interface with team members and other support groups is conducted in a courteous and efficient manner conducive with the organization’s values.
21. Conducts self in a professional manner and ensures personal appearance meets the standards necessary to perform the job function while representing the organization.
22. Ensures that additional accountabilities, as may be required by management, be handled in a manner necessary to meet organizational standards.

WORK ENVIRONMENT

The individual in this position reports to the Patient Services Manager. This position works closely with the Pre-Registration Specialist in order to assure all patients and insurance information is received for the payment process to be completed.

EDUCATION & EXPERIENCE

• Education:

1. High school diploma or equivalent required.

• Experience :

1. Previous registration experience in a healthcare setting preferred.

• Skills/Competencies:

1. Ability to operate a multi-line phone system.
2. Ability to perform data entry using EPIC preferred.
3. Excellent interpersonal, written and verbal communication skills.
4. Demonstrates competency on equipment listed on department specific checklist.
5. Critical thinking skills: Seeks resources for direction, when necessary. Performs independent problem solving. Decision-making is logical and deliberate.
6. Performs actions that demonstrate accountability. Exercises safe judgment in decision-making. Practices within legal and ethical guidelines.
7. Demonstrates competency in ability to care for customers/patients across the age continuum.
8. Basic Life Support Heartsaver (HS) level to be completed within three (3) months of hire.

PHYSICAL REQUIREMENTS

1. Occasional standing, walking, lifting, reaching, kneeling, bending, stooping, pushing, and pulling. Light physical effort but mostly sedentary work. Prolonged periods of sitting.
2. Ability to lift up to 25 lbs.
3. Safe reading eyesight: color vision – ability to distinguish and identify different colors.
4. Ability to communicate using verbal and/or written skills for accurate exchange of information with physicians, nurses, health care professionals, patients and/or family, and the public.

As a Samaritan professional, you will be asked to commit to being part of a culture grounded in our Mission, Vision, Values, and Strategy that brings service and operational excellence to life each day while creating an exceptional experience for our patients, professionals, physicians, and students. Additionally, how we present ourselves matters, and adherence to our Professional Appearance Policy reflects the pride, respect, and professionalism we bring to those we serve. and student experience.