Patient Services Representative

About the role

Join Team Tidelands and help people live better lives through better health! Patient Services Representative I positions are available.

Responsibilities

• Engages patients throughout the registration process to create a welcoming and positive patient experience.
• Consistently displays good customer service behaviors to all patients and visitors to promote positive patient experiences.
• Affords assistance to patients to their destination as needed and manages patient visitor flow according to hospital policy and safety guidelines.
• Obtains and accurately enters required information for registration into the electronic health system.
• Follows prescribed procedures for positive identification and medical record number assignment, so no duplication or wrong patient registrations occur.
• Reviews demographic and insurance information for completeness, and follows through with correcting any deficiencies, so collection efforts are not delayed due to insufficient or incorrect information.
• Ensures all appropriate signatures are obtained and forms completed including and not limited to the following: Medicare Secondary Payer Questionnaire, Advance Beneficiary Notice (ABN waiver), HIPAA Privacy Notice, AOB (Assignment of Benefits), Medicare Important Messages etc.
• Provides information and/or handouts and answers questions on patient rights and responsibilities, HIPAA Privacy Notice, and any financial assistance documentation.
• Thoroughly and accurately documents insurance verification information in the system, identifying deductibles, copayments, coinsurance, and policy limitations.
• Obtains referral, authorization and pre-certification information if needed; documents this information in the EHR, electronic health record.
• Answers all inbound and/or places outbound telephone calls as assigned and appropriately directs callers and ensures all calls are handled efficiently and in a timely manner.
• Consistently exhibits the highest level of service to all callers and fellow staff.
• Contacts patients by phone to remind them of upcoming appointments, relay instructions and/or to ask follow-up care questions as needed.
• Cancels and reschedules appointments as needed. May assist with identifying and initiating necessary referrals for specialist appointments, procedures and tests.
• Schedules various types of appointments for providers and communicates any necessary instructions to the patient.
• Performs various administrative support duties for department/work location.
• Opens, sorts and distributes all types of mail and correspondence as is necessary and assigned.

Qualifications

• A High School Diploma or equivalent is preferred.
• At least 1 year of related customer facing experience, preferably in healthcare.
• Demonstrated understanding of basic medical terminology.
• Preferred Call center, patient scheduling and/or physician front-office experience.
• Strong ability to use initiative and judgment and to identify, analyze and solve problems.

Skills and Abilities

• Ability to interact successfully with the public.
• Ability to perform effectively despite sudden deadlines and changing priorities; maintaining personal composure in high stress situations.
• Ability to demonstrate a high level of interpersonal skills required to interact with patients, patients’ families/visitors and clinical staff.
• Ability to perform with a high degree of accuracy and with meticulous attention to detail.

Physical Demand

Light physical demand.

Pay

Commensurate with experience.

Schedule

N/A