PATIENT SERVICES REP

About the Role

Greets patients and guests utilizing AIDET while providing an individualized excellent patient service experience. Provides patient support and keeps informed of delays, taking appropriate action including offering alternatives. Performs all registration functions including full registration as well as updating/validating demographics, identification, insurance information, completing verification, and obtaining signatures.

Performs and documents patient outreach for messages received in front desk pool, MyChart messaging, and confirmation calls. Utilizes kiosks, tablets, and other technology to assist patients upon arrival. Makes appointments, including follow-up appointments for patients in a high customer service environment efficiently and timely across the healthcare continuum, including physician office visits, imaging, and lab post-visit and during patient outreach.

Collects co-pays and outstanding balances. Reviews and reconciles cash drawer on a daily basis. Accurately and efficiently performs many non-clinical administrative duties, including but not limited to in-basket and telephone communication, documentation in the medical record, obtaining reports and medical records, completion of insurance and/or disability forms, precertification and/or authorizations, referrals, and work queues such as patient registration and referrals.

Complies with procedures for transcription of orders (radiology and/or scheduling). Performs and documents patient outreach and callbacks for messages received in pool, MyChart messaging, and confirmation calls in a timely and efficient manner. Fulfills organizational responsibilities as assigned, including respecting/promoting patient rights and responding appropriately to emergencies.

Successfully communicates with multidisciplinary team members and patients, upholding the organization's Mission, Vision, and Values and adhering to the Code of Ethical Conduct. Maintains a working knowledge of regulatory standards and is accountable to sustain these standards in daily operations. Requires flexibility and the ability to multitask in a fast-paced environment and adjust to patient volume. May be asked to work at other ambulatory offices based on volume.

Requirements

• Minimum one year of recent registration or billing experience working in a medical facility preferred.
• Proficiency in patient registration, scheduling, medical insurance pre-certifications, authorizations, and referrals preferred.
• Epic Experience preferred.
• Excellent organizational, written/verbal communication, and teamwork skills.
• Demonstrated performance of excellent customer service skills.
• High School Diploma or equivalent required.
• NAHAM Certified Healthcare Access Associate (CHAA) certification preferred.

Skills

• Customer service-oriented attitude/behavior with a pleasant and poised demeanor.
• Excellent communication skills, both verbal and written.
• Skilled in the use of computers.
• Ability to stand and walk for periods of 2-8 hours per assigned shift.
• Flexibility and ability to multitask in a fast-paced environment.

Benefits

Cooper offers full and part-time employees a comprehensive benefits program, including health, dental, vision, life, disability, and retirement. We also provide attractive working conditions and opportunities for career growth through professional development.