Patient Services Associate

Responsibilities

• Greets and interacts with patients in a pleasant and professional manner, on phone or in person.
• Listens carefully and communicates clearly with patients to ensure understanding of patient’s request. Analyzes problems from the customer’s point of view.
• Learns/anticipates the individual patient/customer needs and does the best possible job of satisfying those needs using the best solutions. Documents needs, as appropriate, in EPIC.
• Establishes positive relationships with patients by demonstrating knowledge of patient history, compassion and responding to individual needs.
• Handles stressful patient/customer situations appropriately and delivers seamless patient/customer service.
• Ensures patient/family confidentiality, safety and security.
• Identifies opportunities to improve the patient experience, including areas identified in patient satisfaction surveys.
• Sets priorities, organizes tasks, and works independently and as part of a team while completing daily tasks.
• Participates in Entity and Department wide initiatives for Patient / Employee safety.

Financial

• Maintains up to date knowledge of insurance requirements pertinent to patient service and billing procedures: including basic knowledge of all managed care plans UPHS participates with and which insurers require a copayment or referral.
• Achieves proficiency in automated systems; such as EPIC APM and EMR (including in basket), hospital based EMRs (where necessary), Navinet, credit card machines, I Payment, etc.
• Validates patient demographic/insurance information and/or registers new patients into EPIC using established protocols.
• Validates financial responsibility prior to utilization and completes an accurate financial interview at time of registration.
• Records receipts according to practice protocol to ensure appropriate end-of-day reconciliation.
• Generates/runs reports, as requested, related to front-end processes.
• Resolves work queues and/or issues from front-end reports which may include the patient pre & post visit, charge review, and others as requested.
• Proactively prioritizes recovery of missing charges.

Regulatory Compliance

• Complies with educational and training requirements at prescribed intervals (via Knowledge Link and/or other methods as required).
• Ensures compliance with all applicable federal, state, and local regulatory standards (ex TJC, DOH, FDA, HIPAA, HCFA, DPW, LCGME, SCGME, etc)