Patient Services Rep I

About the Role

Greet visitors, ascertain the purpose of their visit, and direct them to the appropriate staff. Maintain a pleasant and positive disposition during every patient interaction to ensure a positive patient experience. Assist in patient care and related activities as instructed by healthcare professionals such as physical therapists, occupational therapists, or speech language pathologists.

Responsibilities

• Instruct patients to complete documents and forms such as intake and insurance forms.
• Schedule, cancel, and confirm patient appointments.
• Compile, record, and archive medical charts, reports, and correspondence with confidentiality.
• Operate telephones and direct calls, emails, and documents to appropriate staff.
• Transmit correspondence and medical records by mail, email, or fax.
• Verify insurance via various methods (phone, internet, etc.), obtain authorizations and certifications, and explain patient responsibility forms.
• Perform financial functions with accuracy (e.g., charge entry) to ensure optimal payment for services.
• Assist the billing department with insurance denials by monitoring and working worklists in the electronic medical records system.
• Manage patient interactions and implement service recovery techniques to ensure positive patient relations.
• Clean and organize work area and disinfect equipment after treatment.
• Participate in daily log recording as required per site.
• Change linens, such as bed sheets and pillow cases.
• Contribute to a creative culture of daily continuous improvement.

Patient/Customer Service

• Ensure communication and collaboration with supervisors and fellow co-workers to serve patients and other customers effectively.
• Maintain professionalism in all actions and appearance.
• Ensure compliance with regulatory parameters.
• Use resources wisely and demonstrate understanding of how your role contributes to the success of the department and health system.
• Commit to a clean and safe working environment.
• Anticipate patients'/customers' needs and act accordingly to enhance patient satisfaction.
• Assist patients and families and analyze problems from the customers' point of view.
• Honor patient/customer/employee confidentiality.
• Seek feedback on improving performance and offer constructive feedback.
• Apply learning for improved performance and present yourself professionally.
• Strive to understand and value differences in others' race, nationality, gender, age, background, experience, and style.
• Utilize AIDET principles to enhance communication.

Patient/Employee Safety Accountabilities

• Participate in entity and department-wide initiatives for patient/employee safety.
• Demonstrate awareness of patient/employee safety in daily responsibilities.
• Complete validation of annual competencies required for the position.

Operations

• Perform scheduling functions, patient identification, pre-registration, and updates to patient information.
• Manage check-in and check-out processes, cash collection, reconciliation, and deposit.
• Handle insurance verification processes and email management of medical records.
• Assist with financial counseling and meet department productivity and goals (site-specific).
• Perform site opening and closing functions.
• Demonstrate the ability to multitask and understand clinical work processes.
• Ensure attendance/time management and involvement in departmental meetings.
• Wear Health System ID in accordance with policy.
• Ensure compliance with all applicable federal, state, and local regulatory standards (e.g., TJC, DOH, FDA, HIPAA, HCFA, DPW).
• Be flexible and readily adopt new processes and engage in practice operation changes.

Requirements

• High School Diploma required; Associate's Degree preferred.
• Previous healthcare experience preferred.
• IDX Certification required; Sunrise Billing system certification may be required.