Patient Services Representative

PATIENT SERVICES REPRESENTATIVE JOB DESCRIPTION

I. REPORTS TO

• Supervisor: Patient Registration Manager
• Department: Clinic / Registration
• Facility: Clinic / Hospital

II. EDUCATION

• Must have current BLS certification within 90 days of hire
• Previous experience with customer service strongly preferred

III. DUTIES

• Adherence to policies of hospital.
• Available for duty in case of disaster.
• Attend scheduled inservice education meetings.
• SQSS tasks performed at the Beginning and End of each shift.
• Performs all other job duties as assigned.
• Accept the responsibility of every patient that needs financial counseling before services are rendered.
• Enter and update demographic information in required field of EMR and obtains scanned information for registration process.
• Handle inbound calls from patients as well as make outbound calls to patients through our automated dialer.
• Identify customer needs, clarify information, research issues and provide solutions and/or alternatives
• Assist patients with their account, which includes setting up payment arrangements; taking payments over the phone; identifying and gathering new insurance information, screening for charity, answering patient’s questions, and resolving any of the patients account issues, etc.
• Assume proper handling of cash, credit card, or payment by check.
• Maneuver between several different software systems.
• Clerical duties, such as processing mail, light skip-tracing.
• Demonstrates ability to diffuse patient concerns and turn the call/visit into a positive experience for our customers.
• Documents all conversations in a database.
• Maintain accurate and up to date information in the account notes.
• Follow all federal, state and payer specific regulations and policies pertaining to documentation and billing practices to ensure all work is in compliance with established guidelines.
• Actively participates in creating and implementing improvements.
• Meet specified goals and objectives as assigned by management on a regular basis.
• Work and turn accounts to collection agency for payment agreements not upheld.
• Always maintain confidentiality of account information.
• Adhere to the prescribed policies and procedures as outlined in the Employee Handbook and the Employee Code of Conduct.
• Maintain awareness of and actively participate in the Corporate Compliance Program.
• Demonstrates good problem-solving skills and critical thinking.
• Maintain a neat and orderly workstation.
• Assist with other projects as assigned by management.
• Complies with established personal protective equipment requirements necessary for protection against exposure to blood and other hazardous substances.
• Follows the guidelines established by Share Medical Center’s compliance program and code of conduct.
• Follows the guidelines established by HIPAA.
• Follows dress code guidelines established by SMC.
• Works within compliance of with Medicare, Medicaid, and other regulatory agency requirements with staff efficiency to perform superior customer service and give high quality healthcare.

IV. PHYSICAL REQUIREMENTS

• Ability to walk or stand occasionally.
• Frequent bending/ stooping, frequent squatting/ crouching, frequent kneeling, and occasional reaching above the shoulder.
• Occasional carrying/ lifting of 20 pounds or more to transfer boxes of paper or files from one area to another.
• Occasional pushing/ pulling 20 pounds of more.
• Use both hands for actions requiring firm grasping, manual dexterity, and fine manipulation, as well as possessing the ability to write legibly.
• Possess enough visual acuity to read fine print and multiple handwriting.
• Possess hearing requirement enough to work safely and maintain safe environment for residents, fellow employees, physicians, and the public, for example communication by telephone, alarms, timers, and direct communication.
• Speak clearly and distinctly enough so as to communicate effectively and be understood by residents, fellow employees, physicians and the public.
• Ability to work well under continuous stress.

V. HAZARDS

• Exposure to toxic/caustic chemicals and detergents.
• Exposure to potential electric shock.
• Exposure to x-ray/electromagnetic energy.
• Exposure to communicable diseases.
• Exposure to blood-borne pathogens.

VI. SKILLS

• Ability to effectively work and communicate with coworkers, patients, and outside agencies
• Demonstrate initiative and creativity in fulfilling job responsibilities
• Excellent organization and time management skills.
• Ability to prioritize multiple tasks in a busy work environment.