Non-Clinical - Administrative - Patient Services Representative

Patient Registration Representative I

Enables patients to secure access to care at PIH Health facilities by performing all tasks related to registration and pre-registration of outpatient and inpatient accounts. Calculates and secures patient liability, including copayments, coinsurance and deductibles in an efficient, accurate and hospitable manner to ensure that the patient, physician and hospital's needs are met.

Specific skills needed:

• 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.
• 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.
• 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 patient's 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.
• Organizational skills and efficiency: Able to solve problems without compromising the patient's needs. Sets priorities, integrates changes and organizes work activities in a logical and timely manner.
• Flexibility: Demonstrates ability and willingness to work productively in all registration departments.
• Complies with all policies and procedures, demonstrate accuracy through attention to detail.
• Collections: Utilizes positive collection skills, as per policy, while complying with EMTALA laws.
• Growth: Demonstrates participation in the Performance Improvement program and ability to turn problems into opportunities for improvement.
• Attendance: Adheres to attendance and tardy policy and provides notification of absence per policy.
• Safety: Maintains a clean and safe work environment per policy.
• Performs other duties as assigned, with professionalism.

Teamwork/customer service responsibilities:

• Customer service values and behaviors:
• Value: Each person is treated with respect, dignity, fairness and compassion.
• Behavior: Performance is acceptable when everyone is promptly greeted with a smile in a warm and caring manner using the person's name whenever possible.
• Value: Each person displays loyalty and pride in PIH Health and upholds the confidentiality of patients, visitors, physicians, and co-workers.
• Behavior: Performance is acceptable when concerns/problems with fellow employees and customers are not discussed with anyone other than the person involved or the supervisor.
• Value: Each person demonstrates commitment to open communication.
• Behavior: Performance is acceptable when openness and acceptance of constructive criticism occurs. Positive communication occurs by complimenting and expressing appreciation to others.
• Value: Each person demonstrates pride in the physical appearance of all PIH Health properties.
• Behavior: Performance is acceptable when the initiative is taken to maintain a clean and safe environment.

Personal qualities:

• Punctual
• Effective communication skills, organized, dependable, with a positive professional appearance and attitude.
• Ability to collect, analyze and research complex or diverse information
• Strong analytical skills, problem solving.
• Flexible, adaptable.
• Attention to detail
• Effective time management skills and sound work ethics.
• Ability to make good decisions.
• Ability to keep confidential information.
• Professional appearance (complies with official dress code) and attitude.