Patient Service Representative

Part-time, non-benefits eligible position. 8 hours per week, including every other weekend, every other holiday, and additional days as needed.

Pay Range: $20.80 - $31.20 per hour.

About the Role

The Patient Services Representative (PSR) completes patient registration duties, including collecting and validating accurate patient demographic and insurance information, obtaining pre-certification or authorization as required, and entering all necessary information into the ADT system. The PSR informs patients of their estimated liability, collects patient liabilities, identifies patients in need of financial assistance, and refers them to financial counseling as necessary. This role requires multitasking, effective problem-solving skills, and fostering positive relationships with patients to provide quality service.

Responsibilities

• Greets patients arriving for appointments and monitors patient flow to ensure efficient and courteous care.
• Ensures all patient demographic and insurance information is complete and accurate.
• Completes registration for walk-in patients, verifying and updating demographic and insurance information as needed.
• Verifies insurance benefits, calculates and collects the patient’s out-of-pocket financial liability, and requests past due or present balances.
• Follows the Financial Clearance policy for non-urgent patient services if clearance or authorization has not been obtained.
• Identifies patients in need of financial assistance and refers them to a Financial Counselor.
• Performs visit closure, including checking out patients, scheduling follow-up appointments, collecting additional patient responsibility, and providing appropriate documents.
• Maintains knowledge of Medicare, Medicaid, third-party payer requirements, insurance plans requiring pre-authorization/referral, and accepted insurance plans.
• Proactively communicates customer service and process improvement opportunities to management.
• Meets productivity requirements to ensure excellent service and maintains a 98% accuracy rate.
• Maintains excellent public relations with patients, families, and clinical staff, demonstrating collaboration for timely information flow.

Requirements

• High school diploma or GED required.
• Experience in patient access (scheduling, registration, financial clearance), insurance verification, billing, or as a certified medical assistant preferred.

Skills & Qualifications

• Ability to identify and understand issues and problems, drawing logical conclusions from available data.
• Knowledge of Medicare, HIPAA, EMTALA rules, and insurance pre-certification requirements.
• Mathematical aptitude, effective oral and written communication, and critical thinking skills.
• Understanding of basic human anatomy, medical terminology, and procedures for patient referral, pre-certification, and authorization.
• Ability to speak professionally to customers and employees, presenting a pleasant demeanor during telephone conversations.
• Ability to handle sensitive and confidential information according to internal policies.
• Proficiency with Microsoft Outlook, Word, Excel, and ADT software.
• Ability to write routine correspondence, calculate figures such as discounts and percentages.
• Ability to work with minimal supervision, problem-solve in high-stress environments, and interact positively with all internal and external customers.
• Ability to prioritize work effectively.

Work Environment

• Exposed to a normal office environment.
• Must be able to sit for the majority of the workday.
• Occasionally lifts up to 10 lbs.
• Operates all necessary equipment to perform the job.

Benefits

• Compensation: Base pay within the listed range, premium pay (shift, on-call), and incentive pay for select positions. Annual increases based on performance.
• Paid Time Off: Programs available based on eligibility (FTE or status).
• Health and Welfare Benefits: Medical, dental, vision, life, short- and long-term disability insurance.
• Financial Wellness: Flexible Spending Accounts for eligible health care and dependent care expenses, defined contribution retirement plans with employer match.
• Family Benefits: Adoption assistance and paid parental leave.
• Career Development: Educational Assistance Program.

Note: Eligibility for programs may depend on FTE or status (e.g., full-time, part-time, per diem, temporary).