Patient Service Specialist PR - Rockledge Freestanding ED

This full-time position works 30 hours per week, Friday through Sunday, 11:30 AM – 10:00 PM, at the Rockledge Freestanding Emergency Department.

About the Role

The Patient Service Specialist – Patient Relations (PR) ensures the Mission/Vision and financial integrity of Health First by achieving sustainable levels of internal and external customer service, regulatory compliance, and financial performance within the revenue cycle.

Responsibilities

• Prepare charts for scheduled patients, obtain and verify authorizations, perform medical necessity checks, and ensure accurate orders are in place for all service lines.
• Register patients using two patient identifiers (name, date of birth, etc.), confirm armband accuracy, input demographic information, and secure required forms to meet compliance with regulatory policies.
• Perform Medicare compliance review on all applicable Medicare accounts to determine coverage; identify patients who may need Medicare Advance Beneficiary Notices of Noncoverage (ABNs) and issue ABN forms as needed.
• Complete Medicare Secondary Payer Questionnaire (MSPQ) for Medicare beneficiaries.
• Verify insurance eligibility and benefits through eligibility systems, phone, fax, online portals, or other resources within established timeframes for scheduled, unscheduled, or emergent patients.
• Calculate patients’ co-pays, deductibles, and co-insurance; provide personalized estimates of financial responsibility based on insurance coverage prior to service.
• Attempt to collect patient cost-sharing amounts (e.g., co-pays, deductibles) and outstanding balances prior to service and post payments.
• Ensure compliance with state and federal laws regarding all aspects of the role.
• Function proficiently in all registration environments.
• Mentor staff and assist with training new staff on department-specific procedures and applications.
• Perform daily reconciliation of payment collections, prepare bank deposits, and manage petty cash distribution.

Requirements

• High School Diploma or equivalent.
• One (1) year of Customer Service experience.
• American Heart Association (AHA) HeartSaver CPR AED certification prior to start date and maintained.

Preferred Qualifications

• Two (2) years of office or Customer Service experience.
• General knowledge of healthcare terminology.
• Experience working in multiple computer systems simultaneously.
• Strong organizational skills.

Skills & Abilities

• Excellent communication, interpersonal skills, and professional presence.
• Working knowledge of Microsoft Office (Outlook, Word, Excel).
• Ability to work autonomously with minimal supervision.
• Foundational critical thinking and problem-solving skills to identify work-related issues.
• Ability to maintain composure in a stressful work environment.
• Ability to prioritize and organize to maximize quality, value, and service.
• Ability to adapt to a potentially rapid-changing environment or work process.
• Excellent teamwork and collaboration skills.

Physical Requirements

• Physically agile; may require frequent walking, standing, running, bending, stooping, kneeling, climbing, or crouching.
• May occasionally lift or move objects up to 50 pounds, with or without assistance.
• May require moving in different positions to accomplish tasks in tight or confined spaces, including reaching above shoulders or overhead.
• May lift, turn, pull, push, or ambulate people and/or equipment with or without assistance up to 90% of the assigned shift.
• May be exposed to varied temperatures, air quality, lighting, and noise levels (low to loud).
• May work with biohazards such as blood/body fluids and airborne particles following OSHA and CDC guidelines.
• Requires visual acuity and hand-eye coordination to perform tasks.
• Workspace may vary from open to confined; may require travel to various facilities within and beyond the county perimeter, including use of a personal vehicle.

Benefits

At Health First, diversity and inclusion are essential for continued growth and evolution. The organization fosters a culture that recognizes, encourages, and respects diverse voices, perspectives, and backgrounds, driving innovation and collaboration.