Patient Service Representative I

About the role

The Patient Services Representative I (PSR) is responsible for completing patient registration duties including but not limited to collecting and validating accurate patient demographic and insurance information, obtaining pre-certification or authorization as required, and entering all necessary information into system. The PSR is responsible for informing the patient of their estimated liability, collecting patient liabilities, identifying patients in need of financial assistance and referring patients to financial counseling as necessary. This position requires multi-tasking and effective problem solving skills. It is expected that the PSR will foster positive relationships with all patients in an effort to provide quality service.

Responsibilities

• Greets patients arriving for their appointments.
• Maintains patient flow to ensure efficient and courteous service.
• Completes the registration process on walk-in patients, verifying and updating patient demographic and insurance information.
• Verifies and collects patient out-of-pocket financial liability.
• Requests and collects past due and present balances or estimates due.
• Follows the Financial Clearance policy for non-urgent patient services.
• Refers patients to Financial Counselor for financial assistance.
• Performs visit closure, including checking out patients, scheduling follow-up appointments, collecting additional patient responsibility, and providing patient with appropriate documents.
• Maintains knowledge of and reference materials regarding Medicare, Medicaid, and third-party payer requirements, guidelines, and policies.
• Communicates issues involving customer service and process improvement opportunities to management.
• Maintains excellent public relations with patients, families, and clinical staff.
• Works collaboratively with others to ensure a smooth flow of information.
• Maintains 98% accuracy rate and meets established department productivity measurements.

Requirements

• High school diploma or GED required.
• Patient access (scheduling, registration, and financial clearance), insurance verification, billing, or certified medical assistant experience preferred.

Qualifications

• Licenses, registrations, and certifications are not required.
• Knowledge and ability to articulate explanations of Medicare, HIPAA, and EMTALA rules and regulations and comply with updates on insurance pre-certification requirements.
• Mathematical aptitude, effective oral and written communication skills, and critical thinking skills.
• Understanding of basic human anatomy, medical terminology, and procedures for application in the patient referral, pre-certification, and authorization processes.
• Ability to speak effectively to customers or employees of the organization; presents a pleasant, professional demeanor and image during telephone conversations.
• Ability to handle sensitive and confidential information according to internal policies.
• Reads and interprets documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Experience with Microsoft Outlook, Word, and Excel and ADT software.
• Able to write routine correspondence, calculate figures and amounts such as discounts and percentages.
• Able to work with minimal supervision, solve problems in a high-profile and high-stress area, and interact positively with all internal and external customers.

Skills

• Identify and understand issues and problems.
• Examine data and draw logical conclusions based on information available.
• Proactively communicate issues involving customer service and process improvement opportunities to management.

Benefits

• Paid Time Off programs.
• Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability.
• Flexible Spending Accounts for eligible health care and dependent care expenses.
• Family benefits such as adoption assistance and paid parental leave.
• Defined contribution retirement plans with employer match and other financial wellness programs.
• Education Assistance Program.

Physical Requirements and Working Conditions

• Exposed to a normal office environment.
• Sits the majority of the workday.
• Occasionally lifts up to 10 lbs.
• Operates all equipment necessary to perform the job.