Patient Services Representative

Essential Duties and Responsibilities

• Provides friendly, courteous and professional service at all time to all patients, visitors, co-workers, and leaders to Provide an Exceptional Experience to Everyone, Every Time.
• Follows the requirements of our Patient Experience trainings and requirements.
• Demonstrates an excellent understanding of telephone usage and the operation of the telephone system
• Obtains, verifies, and/or updates demographics and insurance information in the EMR
• Performs verification of patient information – Ask for 2 –with every patient, every time, without fail.
• Ensures the protection of PHI and strictly adheres to all MCR privacy policies including the use of social media.
• Demonstrates professionalism at all times with appearance and demeanor. Follows all dress code requirements every day including adhering to non personal cellphone policy in work spaces.
• Answers in-coming telephone calls within three (3) rings and accurately directs and/or assists the caller; remembering to provide a Warm Transfer.
• Calls patients to schedule advanced and same day appointments and accurately enters new or follow-up information into the EMR.
• Explains services and operating hours; and is knowledgeable about services offered by MCR Health.
• Accurately explains and assists patients to complete eligibility forms for reduced fees (slide scale) based on the most current guidelines.
• Completes patient screening, verifies eligibility and authorizations for specific patient populations (e.g. OB patients for Presumptive Eligibility for Pregnant Women (PEPW)).
• Informs and guides patients to appropriate resources
• Clearly articulates payment requirements with patient; informs patients of deductibles, out-of- pocket expenses, co-payments, prior balances and percentage payables thus facilitating cash collections for identified services; communicates with Insurance Department, Billing Department and Financial Counselor as needed
• Protect medical records and other health information from loss, destruction or unauthorized use or access.
• Perform health information management duties include, but are not limited to: Assist patients and nursing staff to complete medical release forms Perform release of information activities in accordance with state and federal regulations, preparing, scanning and/or copying requested information from the medical record Receive, sort and route mail - hospital patient documents, lab results, and other clinical information received from third party providers for review and sign-off by MCR providers File/Scan loose clinical documentation into appropriate section of corresponding patient medical record. All documentation filed/scanned within 24 hours
• Assist patients and nursing staff to complete medical release forms
• Perform release of information activities in accordance with state and federal regulations, preparing, scanning and/or copying requested information from the medical record
• Receive, sort and route mail - hospital patient documents, lab results, and other clinical information received from third party providers for review and sign-off by MCR providers
• File/Scan loose clinical documentation into appropriate section of corresponding patient medical record. All documentation filed/scanned within 24 hours
• Acts as an excellent teammate and refrains from gossip or spreading hurtful information to others.
• Supports the goals and mission of the company
• Adheres to the safety policy of the company
• Performs other duties as assigned

Skills

• Outstanding communication and patient service skills
• Demonstrates Empathy to patients
• Ability to maintain confidences and demonstrate ethical behavior
• Ability to perform well in a high-volume environment.
• Ability to function effectively under stressful situations.
• Must be flexible, resourceful and able to troubleshoot.
• Must be able to handle multiple projects/tasks simultaneously and set priorities.
• Must maintain a professional demeanor and appearance at all time.

Requirements

• High School Graduate or GED equivalent.
• Minimum of six months of customer service experience in a high-volume impact environment, preferably in a healthcare field.
• Excellent customer service expertise.
• Bilingual (Spanish / English) is beneficial.
• Reliable transportation to/from site and ability to be moved between sites as assigned

Requirements

• Minimum of a High School Diploma or GED
• 6+ months of customer service experience in a fast-paced environment preferred
• Healthcare experience preferred

Summary