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.