Patient Services Representative II

Patient Services Representative II

At Samaritan, we do more than deliver healthcarewe 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. The Patient Services Representative II provides advanced patient access and administrative support in hospital and medical clinic settings. In addition to performing standard patient registration, scheduling, check-in/check-out, and customer service functions, this position serves as a knowledgeable resource for an assigned department, specialty service, and/or secondary electronic medical record (EMR) or scheduling system. The position is responsible for managing department-specific workflows, coordinating complex appointments and services, maintaining accurate patient information, and communicating effectively with patients, providers, clinical staff, and other departments. This is a full-time position working 7:00am to 6:00pm, Tuesday through Friday.

Essential Functions:

• Provide exceptional customer service to patients, families, visitors, providers, and professionals by greeting and assisting individuals in a professional, courteous, and compassionate manner.
• Perform accurate patient registration and check-in/check-out, including collecting and verifying demographic, guarantor, insurance, and other required patient information while maintaining confidentiality.
• Verify patient identity using established identification procedures and ensure accurate matching of patients to medical records, accounts, insurance information, and scheduled services.
• Receives, processes, and documents referrals using referral tracking and EMR systems; schedules services according to clinical protocols, workflows, payer requirements, and provider availability.
• Coordinate complex and/or specialty-specific appointments and services, including therapies, procedures, referrals, and follow-up care.
• Verify insurance eligibility, benefits, referrals, and required authorizations and ensure insurance information is accurately identified and promptly verified using EPIC Real Time Eligibility (RTE), applicable payer portals, or other approved resources.
• Work closely with Financial Access and other departments to ensure appropriate financial clearance for scheduled procedures and services.
• Educate patients regarding financial assistance, payment resources, and available coverage options, including Medicaid, Medicare, and other applicable programs, and connect patients with appropriate financial professionals or resources when additional assistance is needed.
• Serves as a department-specific resource regarding scheduling, registration, referrals, EMR functions, and workflows; assists with training/orientation.
• Respond to patient inquiries regarding billing procedures, policies, and statements and provide accurate information or direct patients to the appropriate department.
• Collect patient co-payments, deposits, and balances, in accordance with organizational policies.
• Maintain assigned cash drawer and complete daily deposits in accordance with department cash-handling procedures and promptly report discrepancies or concerns to the Patient Access Manager.
• Identify and address barriers to accessing care, connecting patients with appropriate organizational resources, including financial assistance, language services, and other support services as applicable.
• Register patients with on-the-job injuries, motor vehicle accidents, and other injuries and ensure required forms and documentation are completed accurately.
• Researches and resolves complex patient access, scheduling, registration, referral, insurance, and authorization issues independently and escalates appropriately.
• Ensure that all required forms, letters of non-coverage, questionnaires, and other documentation are completed, signed, and processed accurately.
• Understand and follow applicable rules, regulations, and organizational requirements related to patient access and admissions, including Medicare Secondary Payer, Advance Beneficiary Notices, Medicare notices, Notice of Privacy Practices, Patient Rights, Advance Directives, EMTALA, and other applicable requirements.
• Review and maintain accurate patient information and documentation in the electronic health record and other systems according to established procedures.
• Coordinate patient flow and communication among patients, providers, clinical staff, ancillary departments, and other areas of the organization to support timely and efficient care.
• Respond to telephone calls, messages, and in-person inquiries promptly and professionally, providing accurate information or directing questions to the appropriate department or healthcare professional.
• Recognize situations requiring immediate clinical attention and promptly communicate all relevant information obtained from the patient or representative to clinical staff to support timely care.
• Perform paging, overhead announcements, and emergency notifications in accordance with established procedures, including timely notification of appropriate personnel regarding emergency situations, facility alarms, and other urgent events.
• Perform clerical and administrative duties necessary to support efficient hospital or clinic operations, including scanning, filing, faxing, processing forms, and maintaining front-desk areas and supplies.
• Handle sensitive, confidential, and potentially difficult interactions using appropriate communication, de-escalation, and service-recovery techniques.
• Maintain a professional, welcoming, safe, and organized reception environment for patients, visitors, and staff.
• Maintains proficiency in and effectively utilizes multiple electronic medical record, scheduling, referral, registration, and department-specific systems.
• Maintains professional growth and development through seminars, workshops, and professional affiliations to keep abreast of latest trends in the field of expertise.
• 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.
• Ensures self-compliance with organization policies and procedures, as well as labor agreements.
• Ensures the interface with team members and other support groups is conducted in a courteous and efficient manner conducive to the organization's values.
• Conducts self in a professional manner and ensures personal appearance meets the standards necessary to perform the job function while representing the organization.
• Ensures that additional accountabilities, as may be required by management, be handled in a manner necessary to meet organizational standards.

Work Environment:

The professional in this position reports to the Patient Access Manager. This position works closely with patients, families, providers, clinical staff, Patient Services, Authorization and Referral Specialists, Financial Access Specialists, Financial Counseling, Patient Financial Services, Revenue Cycle, Health Information Management, Laboratory, Imaging, Rehabilitation Services, Surgical/Procedural Services, Emergency Department, Information Technology, and other hospital and clinic departments as necessary to coordinate patient care and services.

Education & Experience:

Education: a. High school diploma or equivalent required.

Experience: a. Minimum of two (2) years receptionist/secretarial experience required, preferably in a healthcare setting. b. Computer experience to include MS Word, Excel and Internet skills required. Registration, Scheduling, or Billing experience preferred.

Skills/Competencies:

a. Knowledge of EPIC Electronic Health Records (EHR) System Preferred. b. Excellent interpersonal, written, and verbal communication skills. c. Understanding of insurance, coding (ICD-10 and CPT) and medical terminology preferred. d. Ability to maintain the highest level of confidentiality and integrity. e. Ability to work independently and as a team. f. Demonstrates competency on equipment listed on department specific checklist. g. Critical thinking skills: Seeks resources for direction, when necessary. Performs independent problem solving. Decision-making is logical and deliberate. h. Performs actions that demonstrate accountability. Exercises safe judgment in decision-making. Practices within legal and ethical guidelines. i. Demonstrates competency in ability to care for customers/patients across the age continuum. j. Basic Life Support Heartsaver (HS) level to be completed within three (3) months of hire.

Physical Requirements:

• Occasional standing, walking, lifting, reaching, kneeling, bending, stooping, pushing, and pulling. Light physical effort, ability to lift up to 10 lbs.
• Manual dexterity.
• Good reading eyesight: color vision ability to distinguish and identify different colors.
• 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.