Patient Service Rep I - Float Pool

About the Role

Provides coverage at multiple locations within the identified region of the outpatient division. Staffing assignments will be determined by the Office Supervisor and can vary on a week-to-week basis. The Patient Service Representative (PSR) will be assigned to a region to cover.

Responsibilities

• Greet visitors, ascertain purpose of visit, and direct them to appropriate staff.
• Maintain a pleasant and positive disposition during every patient interaction to ensure a positive patient experience.
• Instruct patients to complete documents and forms such as intake and insurance forms.
• Schedule, cancel, and confirm patient appointments.
• Compile, record, and archive medical charts, reports, and correspondence with confidentiality.
• Operate telephones and direct calls, emails, and documents to appropriate staff.
• Transmit correspondence and medical records by mail, e-mail, or fax.
• Assist with registration and patient check-in functions consistent with EMR process.
• Have knowledge of insurance benefit details and ability to deliver and address content of patient responsibility forms.
• Perform financial functions with accuracy (e.g., copay collection, insurance maintenance) to ensure optimal payment for services.
• Monitor inventory, clinical areas, and patient waiting areas to ensure optimal delivery of services.
• Manage patient interactions and implement service recovery techniques to ensure positive patient relations.
• Clean and organize work area and waiting area.
• Participate in daily log recording as required per site.
• Change linens, such as bed sheets and pillow cases.
• Contribute to a creative culture of daily continuous improvement.

Patient/Customer Accountabilities

• Ensures communication and collaboration with supervisors and fellow co-workers to serve patients and other customers to the best of their ability.
• Is professional in all actions and appearance.
• Ensures compliance with regulatory parameters.
• Uses resources wisely – as if they were one’s own.
• Demonstrates understanding and ownership of how their role contributes to achieving the success of the Department and the Health System.
• Demonstrates a personal commitment to ensuring a clean and safe working environment.
• Anticipates patients’/customers’ needs and acts accordingly.
• Works to enhance patient satisfaction.
• Assists patients and families.
• Analyzes problems from the customers’ point of view.
• Honors patient/customer/employee confidentiality.
• Seeks feedback on how to improve performance and offers constructive feedback.
• Applies learning for improved performance.
• Presents self professionally and demonstrates professional behavior during interactions with others.
• Strives to understand and value differences in others’ race, nationality, gender, age, background, experience, and style.
• Utilizes AIDET principles to enhance communication.

Patient/Employee Safety Accountabilities

• Participates in Entity and Department-wide initiatives for Patient/Employee safety.
• Demonstrates an awareness of patient/employee safety when carrying out daily responsibilities.
• Validation of annual competencies required for the position.

Operational Accountabilities

• Scheduling Functions
• Patient Identification
• Pre-Registration/Patient Information Updates
• Check-in Process
• Check-out Process
• Copay Collection
• Understanding general insurance benefits for therapy services
• Email management
• Management of Medical Records
• Identify Financial Counselor
• Department Productivity and goals (site-specific)
• Site Opening Function
• Site Closing Function
• Ability to Multi-Task
• Understanding Clinical Work Processes
• Attendance/Time Management
• Involvement in Departmental Meetings
• Personal Impact
• Health System ID is worn in accordance with GSPP policy.
• Ensure compliance with all applicable federal, state, and local regulatory standards (DOH, HIPAA, etc.).
• Flexible and readily adopts new processes and engages in practice operation changes.

Requirements

• High School Diploma required; Associate's Degree preferred.
• Previous healthcare experience preferred.
• Sunrise Billing system certification may be required.