Patient Services Representative - Lakeville Rehab Clinic

About the role

Serves as entry point for all individuals who contact Rehabilitation Services and is responsible for creating an outstanding first and final impression of the clinic for our patients, visitors, customers, and staff. Performs various clerical duties to ensure accurate and timely patient care, which may include but are not limited to answering telephones, registering patients, appointment scheduling, insurance verification, chart preparation, submitting accurate and complete billing data to the hospital billing office and mail/message distribution. Ensures that waiting area appears neat and orderly throughout the day. This position does not provide direct patient care.

Northfield Hospital + Clinics is a trusted, independent healthcare system with more than 1,000 employees. We’re recognized for our collaborative work environment and strong commitment to high-quality patient care and community impact. We’re proud to be named to Becker’s 2025 list of "100 Great Community Hospitals." Our services span the full spectrum of hospital and clinical care, with our main hospital located in Northfield, MN, and primary and specialty clinics in Northfield, Lakeville, Farmington, Faribault, and Kenyon—along with Urgent Care locations in Northfield, Lakeville and Farmington. We offer care across 48 specialties and serve patients at 23 locations throughout the south metro and southern Minnesota. Whether you're just starting your career or bringing years of experience, you'll find meaningful opportunities, supportive teams, and a chance to make a real difference here.

Responsibilities

• Greet and assist patients, visitors, employees, and other customers promptly, directing them appropriately.
• Communicate to clinicians when patient is ready to be seen and inform patients about delays and waiting times.
• Answer telephone, screen calls, and take messages.
• Respond to, investigate and/or direct patient inquiries or complaints to the appropriate rehabilitation staff member.
• Follow up with patients to ensure inquiries/complaints have been satisfactorily resolved.
• Aid patients when needed for arranging transportation needs, providing directions, locating wheelchair, etc.
• Review treatment orders and verify orders meet Rehabilitation Services policies for initiating care.
• Register patients; obtain and update demographic and insurance information; verify insurance coverage, ensuring insurance and patient information obtained is complete and accurate, applying acquired knowledge of government and third-party payer requirements.
• Scan insurance information and cards.
• Prepare all documents for patient appointments.
• Ensure patient information and medical history documents are completed and signed, assist patients in filling out patient forms, when necessary.
• Identify, report and resolve problems regarding