Patient Service Representative I Hospital

Responsibilities

• Creates the initial electronic health record that serves as the foundation of the patient medical record utilized by all members of the healthcare team.
• Prevents creation of duplicate medical records that can cause treatment safety issues and billing problems.
• Follows and ensures compliance with the mandate of the organization’s accrediting bodies to use identifiers to positively identify a patient prior to the delivery of patient care to ensure patient safety.
• Checks in and registers patients; obtains and verifies complete demographic, guarantor, and insurance information; discusses and collects co-pays and other out-of-pocket patient responsibilities.
• Obtains accurate information at the point of registration to help ensure timely payment to the organization and prevent billing issues and patient complaints.
• Maintains complete confidentiality regarding patient personal/financial information and medical records in accordance with HIPAA.
• Knows insurance basics and recognizes commercial and government plans; understands which plans Advocate Health contracts with and when a statement of financial responsibility is needed.
• Understands and discusses financial information and obligations with patients; knows how and when to refer patients to Financial Advocates.
• Has knowledge of which rules, forms and questions must be enforced to ensure Advocate Health remains compliant with government agencies and regulations (examples: HIPAA, EMTALA, Consent for Treatment, Patient Rights and Responsibilities, Important Message from Medicare (IMM), Medicare Outpatient Observation Notice (MOON), Notice of Privacy Practices, Medicare Secondary Payer Questionnaire (MSPQ), Advanced Beneficiary Notice (ABN)).
• Obtains patient or guarantor signatures as required.
• May schedule patient appointments; may also coordinate cancellations, reschedules, wait list requests, and recall requests.
• Provides accurate, detailed information regarding test preparations, patient arrival time, medication/food/beverage consumption guidelines, check-in procedures, directions to facility, etc.
• Creates a welcoming and professional environment for patients and visitors by demonstrating extraordinary customer service; greets patients and visitors and responds to routine requests for information.
• Answers telephone, screens calls, and takes messages.
• Offers various assistance to patients to include arranging transportation needs, providing directions, locating a wheelchair, coordinating interpreter services, etc.