Patient Services Representative - Float Pool | Full-Time, Day Shift

About the role

Patient Services Representatives at Phelps Health are the first point of contact for patients, creating a welcoming and efficient environment while facilitating patient access to healthcare services. This role involves patient registration, appointment scheduling, insurance verification, and providing information and support throughout the initial stages of the healthcare experience.

Responsibilities

• Greet patients and collect accurate demographic information (e.g., name, address, phone number, date of birth, insurance information) and enter it into the system.
• Update existing patient records with any changes and obtain applicable consents and required forms.
• Verify patients' insurance coverage by contacting providers, using online verification systems, or EHR Real Time Eligibility, and ensure correct coverage is on the patient’s account.
• Obtain necessary pre-authorizations or referrals for services and explain insurance benefits and financial responsibilities to patients.
• Provide exceptional customer service by answering phones promptly and professionally, addressing concerns, and providing information.
• Adhere to all HIPAA regulations and maintain patient confidentiality.
• Collect co-pays, deductibles, co-insurance, and balance payments in accordance with hospital policy.
• Ensure hospital compliance with all regulatory agency requirements and maintain work queues for efficient claims processing and patient satisfaction.
• Assist patients with navigating and using the online patient portal.
• Remain flexible and adaptive as work assignments and areas may shift based on business needs and priorities.

Requirements

• High School Diploma or GED required.
• Six months of office and/or call center, customer service, or healthcare experience preferred.
• Knowledge of computers and standard office equipment required; proficiency in data entry preferred.
• Graduate of an accredited medical receptionist or similar program, or two years in a healthcare setting is preferred.
• American Heart Association Basic Life Support certification required.

Mental/Physical Requirements

• Ability to concentrate, pay close attention to detail, and perform duties under time restrictions.
• Normal mental concentration on variable operations for short periods and moderate concentration with repetitive operations for long periods.
• Extensive use of computers with frequent interruptions.
• Ability to stand, walk, sit, and reach; must be able to assist and transport patients in wheelchairs.
• Ability to lift 10 lbs required.

Working Conditions

• Standard office conditions with more than average noise.
• Periodic contact with fumes, noise, chemicals, hazards, and/or diseases.
• Ability to work shifts is required.