Patient Services Representative

Essential Duties and Responsibilities Provides friendly, courteous and professional service at all time to all patients, visitors, co-workers, and leaders to Provide an Exceptional Experience to Everyone, Every Time.Follows the requirements of our Patient Experience trainings and requirements.Demonstrates an excellent understanding of telephone usage and the operation of the telephone systemObtains, verifies, and/or updates demographics and insurance information in the EMRPerforms verification of patient information Ask for 2 with every patient, every time, without fail.Ensures the protection of PHI and strictly adheres to all MCR privacy policies including the use of social media.Demonstrates professionalism at all times with appearance and demeanor. Follows all dress code requirements every day including adhering to non personal cellphone policy in work spaces.Answers in-coming telephone calls within three (3) rings and accurately directs and/or assists the caller; remembering to provide a Warm Transfer.Calls patients to schedule advanced and same day appointments and accurately enters new or follow-up information into the EMR.Explains services and operating hours; and is knowledgeable about services offered by MCR Health.Accurately explains and assists patients to complete eligibility forms for reduced fees (slide scale) based on the most current guidelines.Completes patient screening, verifies eligibility and authorizations for specific patient populations (e.g. OB patients for Presumptive Eligibility for Pregnant Women (PEPW)).Informs and guides patients to appropriate resourcesClearly articulates payment requirements with patient; informs patients of deductibles, out-of- pocket expenses, co-payments, prior balances and percentage payables thus facilitating cash collections for identified services; communicates with Insurance Department, Billing Department and Financial Counselor as neededProtect medical records and other health information from loss, destruction or unauthorized use or access.Perform health information management duties include, but are not limited to: Assist patients and nursing staff to complete medical release formsPerform release of information activities in accordance with state and federal regulations, preparing, scanning and/or copying requested information from the medical recordReceive, sort and route mail - hospital patient documents, lab results, and other clinical information received from third party providers for review and sign-off by MCR providersFile/Scan loose clinical documentation into appropriate section of corresponding patient medical record. All documentation filed/scanned within 24 hours Acts as an excellent teammate and refrains from gossip or spreading hurtful information to others.Supports the goals and mission of the companyAdheres to the safety policy of the companyPerforms other duties as assigned Skills Outstanding communication and patient service skillsDemonstrates Empathy to patientsAbility to maintain confidences and demonstrate ethical behaviorAbility to perform well in a high-volume environment.Ability to function effectively under stressful situations.Must be flexible, resourceful and able to troubleshoot.Must be able to handle multiple projects/tasks simultaneously and set priorities.Must maintain a professional demeanor and appearance at all time. Requirements High School Graduate or GED equivalent.Minimum of six months of customer service experience in a high-volume impact environment, preferably in a healthcare field.Excellent customer service expertise.Bilingual (Spanish / English) is beneficial.Reliable transportation to/from site and ability to be moved between sites as assigned