Patient Services Representative

About the role

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

Responsibilities

• Engage patients throughout the registration process to create a welcoming and positive patient experience.
• Absolutely display good customer service behaviors to all patients and visitors to promote positive patient experiences.
• Absolutely assist patients to their destination as needed and manage patient visitor flow according to hospital policy and safety guidelines.
• Obtain and accurately enter required information for registration into the electronic health system.
• Follow 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.
• Contact 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

• High School Diploma or equivalent Required
• Two (2) years of related customer experience, preferably in healthcare Required
• Experience demonstrating proficiency in scheduling OR pre-registering patients. May consider prior call center experience

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 required.
• Ability to demonstrate a high level of interpersonal skills required to interact with patients, patients’ families/visitors and clinical staff required.
• Ability to perform with a high degree of accuracy and with meticulous attention to detail required.
• Demonstrate a strong ability to use initiative and judgment and to identify, analyze and solve problems required.

Physical Demand

Light Physical Demand

Pay

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Benefits

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