Patient Service Representative I - Part-Time

Hours & Schedule

• 14 hours per week; Monday and Thursday from 4:30 PM to 10:30 PM
• Every other weekend (Saturday and Sunday) from 3:00 PM to 11:30 PM
• Onsite at Lowell General Hospital - Main Campus Emergency Department

Training Requirements

• Availability to conduct day shift training Monday-Friday from 8:30 AM to 5:00 PM during the first week
• 2 additional weeks of onsite training required (can be conducted during day, evening, or weekends)
• Minimum of 1 Winter and 1 Summer Holiday required

Job Profile Summary

This role focuses on activities related to revenue cycle operations such as billing, collections, and payment processing. Performs the administrative and financial-clearance duties necessary to facilitate the procurement of clinical services by patients. Collects patient's necessary demographic and financial information from physician offices, acute-care entities, or the patients themselves, schedules services for patients, and handles referrals from primary care doctors to ensure patients are scheduled for recommended appointments/procedures. An entry level role that typically requires little to no prior knowledge or experience; work is routine or follows standard procedures, work is closely supervised and communicates information that requires little explanation or interpretation.

Job Overview

This position is responsible for interviewing inpatients and outpatients with a courteous and professional demeanor to obtain accurate and complete patient registration data. Responsible for collecting and documenting in the hospital registration system demographic and financial information for scheduled visits and completing pre-service collection of patient liability (including but not limited to deductibles, coinsurances, co-payments) and/or bad debt. Also responsible for verifying patient insurance, confirming benefits eligibility, performing pre-authorization, pre-certification, and/or notification as required by third party providers.

Qualifications

Minimum: High school diploma or equivalent.

Preferred: One (1) year of experience in a customer service setting, hospital registration, medical office, insurance, or similar.

Duties & Responsibilities

• Conducts pre-registration tasks for specified inpatients and outpatients prior to their date of service including: collecting demographic, financial, and clinical information necessary for financial clearance of scheduled patients; obtaining missing insurance information via patient's family or physician offices; and completing insurance verification using online electronic verification system or contacting payor directly
• Obtains consent for treatments and authorizations as necessary; explains signature requirements to patients and patient's representatives in a manner that is easily understood
• Verifies the validity of insurance coverage via eligibility tools; ensures appropriate plan codes have been added to registration based on the information provided in the eligibility response
• Educated on different insurance plans and coordination of benefits; able to identify concerns with coverage after checking insurance eligibility
• Collects appropriate information for auto and worker's compensation registrations including information from the responsible party (carrier, agent, and/or employer); documents properly if full information is not collected or available
• Notifies patients of financial liabilities as determined by insurance benefits, coverage limits, and appointment/procedure-specific charges
• Takes an active role in the collection of patient payments; understands all collection policies and procedures that pertain to time-of-service collections; communicates these policies effectively following prescribed scripting
• Understands the use of credit card devices for payments and credits; is aware of all types of credit cards accepted; posts collected payments in system of record and verifies appropriate dollar amount and volume are posted in compliance with department guidelines
• Provides Financial Counselor contact information to patients qualifying for state-sponsored financial assistance; documents patient's financial state and related information in system of record
• Obtains authorization, pre-certification, referral, and/or notification as necessary; attaches verification to patient's account and documents information in the system of record
• Takes personal responsibility to provide excellent customer service and delivers exceptional professional courtesy to all patients; interacts with physicians, nursing units, and office staff in a courteous and professional manner
• Maintains hospital financial information confidentially in accordance with all hospital policy and state/federal regulations such as HIPAA Privacy & Security Standards
• Meets the requirements of area-specific benchmarks related to productivity and customer service such as wait times, call monitoring score card scores, number of registrations or calls processed

Physical Requirements

• Frequent sitting, standing, and walking while working
• Lifting 10-15 pounds
• Must be able to reach supply shelves, printers, and copiers
• May be exposed to dust and other typical office-like discomforts
• Manual dexterity using fine hand manipulations for computer keyboard operation
• Requires ability to see computer screen and read reports
• Requires ability to hear communications from coworkers, physicians, and/or other clinical staff

Skills & Abilities

• Computer literacy required including familiarity with word documents, Excel spreadsheets, email applications, and ability to learn new applications including the organization's Electronic Health Record (EHR)
• Ability to perform accurate data entry
• Strong customer service skills including excellent interpersonal and telephone skills
• High degree of tact necessary due to frequent interaction with patients, physicians, and insurance companies
• Experience using computer-based patient registration systems
• Thorough understanding of private insurance, Medicare, and Medicaid programs
• Knowledge of medical terminology
• Excellent organizational skills with attention to detail
• Ability to prioritize work and be flexible with work assignments

Pay

$20.12 - $25.15 per hour