Patient Service Representative

Responsibilities And Duties

• Provides exceptional customer service during every encounter with patients, families, visitors and OhioHealth physicians and associates
• Makes inbound and outbound calls with according to the standard work and following customer service standards
• Accurately identifies patient in the EMR system
• Adheres to the department Standard Work
• Obtains and enters accurate patient demographic and financial information while maintaining patient confidentiality
• Uses critical thinking skills to make decisions, resolve issues, or escalate concerns
• Verifies insurance eligibility using online eligibility system, payer websites or by phone call
• Schedules outpatient appointments
• Generates, prints, and provides patient estimates utilizing price estimator products
• Informs patient of any outstanding balance, collects balance and co-payment or provides financial assistance information
• Answers questions or concerns regarding insurance residuals and self-pay accounts
• Uses knowledge of CPT codes to accurately select codes from clinical descriptions
• Identifies and/or determines patient Out of Network acceptance into the organization
• Explains billing procedures, hospital policies and provides appropriate literature and documentation
• Updates/notates all accounts using appropriate standard work
• Reviews insurance information and determines need for referrals and/or financial counseling
• Educates patients on MyChart, including activation
• Adheres to policy and procedures
• Participates in and contributes to development of Lean processes
• Complies with all organizational, state and federal laws and regulations related to patient privacy and confidentiality (ie. PHI, HIPAA, etc.)
• Works collectively in a professional manner
• Confirms physician's orders/visit purpose
• Verifies multidisciplinary patient schedules for Outpatient visits to expedite patient processing
• Obtains Release of Information authorization from patients to release medical records
• Uses conflict resolution skills and service recovery to handle customer service concerns
• Resolves patient complaints and concerns and, if unable to resolve, escalates appropriately
• Provides information to physician offices and other hospital departments when needed

Minimum Qualifications

• High School or GED
• Typing of 40 wpm, excellent communication, organization, and basic computer skills

KIND And LENGTH OF EXPERIENCE

• 1-2 years of previous experience in the service industry with a focus on delivering exceptional customer service
• 1-2 years previous experience in a Medical Office setting
• 1-2 years previous experience in a Call Center
• 1-2 years previous experience in Collections

Work Shift

• Day

Weekly Hours

• 40

Department

• Patient Contact Center

Join us!

If your passion is to work in a caring environment, if you believe that learning is a life-long process, if you strive for excellence and want to be among the best in the healthcare industry.

Equal Employment Opportunity

OhioHealth is an equal opportunity employer and fully supports and maintains compliance with all state, federal, and local regulations. OhioHealth does not discriminate against associates or applicants because of race, color, genetic information, religion, sex, sexual orientation, gender identity or expression, age, ancestry, national origin, veteran status, military status, pregnancy, disability, marital status, familial status, or other characteristics protected by law.

Remote Work Disclaimer

Positions marked as remote are only eligible for work from Ohio.