Patient Services Rep I

JOB SUMMARY

• Greet visitors, ascertain purpose of visit, and direct them to appropriate staff.

• Maintain pleasant and positive disposition during every patient interaction to ensure a positive patient experience

• Instruct patients to complete documents and forms such as intake and insurance forms.

• Schedule, cancel and confirm patient appointments.

• Compile, record and archive medical charts, reports, and correspondence with confidentiality.

• Operate telephones and direct calls, emails and documents to appropriate staff.

• Transmit correspondence and medical records by mail, e-mail, or fax.

• Verify insurance via various methods (phone, internet, etc), obtain authorizations and certifications and explain patient responsibility forms.

• Perform financial functions with accuracy (i.e. charge entry) to ensure optimal payment for services.

• Assist billing department with insurance denials via monitoring and working worklists in the electronic medical records system

• Assists in patient care and related activities as instructed by the physical therapist, physical therapist assistant, occupational therapist, certified occupational therapist assistant or speech language pathologist.

• Manages patient interactions and implements service recovery techniques to ensure positive patient relations.

• Clean and organize work area and disinfect equipment after treatment

• Participate in daily log recording as required per site.

• Change linens, such as bed sheets and pillow cases.

• Contribute to a creative culture of daily continuous improvement

ESSENTIAL FUNCTIONS

• PATIENT/CUSTOMER

  • Essential Accountabilities

    • Ensures communication and collaboration with supervisors and fellow co-workers to serve patients and other customers to the best of his/her ability.

    • Is professional in all actions and appearance

    • Ensure compliance with regulatory parameters

    • Uses resources wisely – as if they were one’s own.

    • Demonstrates understanding and ownership of how his/her role contributes to achieving the success of the Department and the Health System.

    • Demonstrates a personal commitment to ensuring a clean and safe working environment.

    • Anticipates patients’/customers’ needs and acts accordingly.

    • Works to enhance patient satisfaction

    • Assist patients and families

    • Analyzes problems from the customers’ point of view.

    • Honors patient/customer/employee confidentiality.

    • Seeks feedback on how to improve performance and offers constructive feedback, as well.

    • Applies learning for improved performance.

    • Presents self professionally & demonstrates professional behavior during interactions with others

    • Strives to understand and value differences in others’ race, nationality, gender, age, background, experience, and style.

    • Customer Service Skills

    • Utilizes AIDET principles to enhance communication.

• PATIENT/EMPLOYEE SAFETY ACCOUNTABILITIES

  • Patient Care Providers

    • Participates in Entity and Department wide initiatives for Patient /Employee safety

    • Demonstrates an awareness of patient/ employee safety when carrying out daily responsibilities of their position.

    • Validation of annual competencies required for the position

• OPERATIONS

  • Essential Accountabilities

    • Scheduling Functions

    • Patient Identification

    • Pre-Reg/Registration-Patient Information Updates

    • Check-in Process

    • Check-out Process

    • Cash Collection

    • Reconciliation and deposit.

    • Insurance Verification Process

    • Email

    • Management of Medical Records

    • Financial Counselor

    • Department Productivity and goals (site specific)

    • Site Opening Function

    • Site Closing Function

    • Ability to Multi-Task

    • Understanding Clinical Work Processes

    • Attendance/Time Management

    • Involvement in Departmental Meetings

    • Personal Impact

    • Health System ID is worn in accordance to GSPP policy

    • Ensures compliance with all applicable federal, state, and local regulatory standards (ex TJC, DOH, FDA, HIPAA, HCFA, DPW, LCGME, SCGME, etc)

    • Flexible and readily adopts new processes and engages in practice operation changes

QUALIFICATIONS:

• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Education

    • High School Diploma required

    • Associate's Degree preferred

  • Work Experience

    • Previous healthcare experience preferred

  • Licenses / Certifications

    • IDX Certification required

    • Sunrise Billing system certification may be required