Patient Services Representative

About the role

The Patient Services Representative I position at Tidelands Health is designed to register patients needing services and handle first call resolutions for assigned departments. This role involves obtaining accurate and complete demographic, financial, and medical information, transferring calls as necessary, and making appointments.

Responsibilities

• Engages patients throughout the registration process to create a welcoming and positive patient experience.
• Absolutely displays good customer service behaviors to all patients and visitors to promote positive patient experiences.
• Absolutely assists 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.
• 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.

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.
• Demonstrate a strong ability to use initiative and judgment and to identify, analyze and solve problems.