Pre-Service Representative

Department/Unit:
Patient Engagement Center

Work Shift:

Day (United States of America)

Salary Range: $40,495.10 - $52,643.64

The Pre‑Service Representative I is responsible for the initial touchpoint of our patient population to provide an exceptional patient experience. The role includes scheduling of services for our Hospital and Practice, working in a high‑volume, fast‑paced environment, and handling complex scheduling needs with empathy and compassion. The position requires use of eligibility application to verify insurance coverage, interpret responses, and capture appropriate health insurance information.

The role also involves applying contractual benefits to services and collecting patient financial obligations pre‑services.

After one year, based on performance, the employee may be promoted to Pre‑Service Representative II per Career Ladder requirements.

• High School Diploma or equivalent is required

• Minimum of 1–2 years of experience
• Winning customer service personality with ability to engage patients via telephone and provide a superior patient experience
• Insurance knowledge preferred

• Proven customer service skill with ability to exceed expectations
• Ability to multitask in stressful and high patient volume unit
• Must be able to manage pressure of very tight time frames to execute tasks
• Ability to learn in classroom, utilizing resources
• Ability to maintain composure under pressure
• Ability to review information and draw appropriate conclusions
• Good judgement and ability to be resourceful to problem‑solve; elevate issues as needed
• Team‑minded work ethic
• Demonstrated ability to interpret patient’s insurance benefits and apply applicable contractual obligations

Thank you for your interest in Albany Medical Center! Albany Medical is an equal opportunity employer.

This role may require access to information considered sensitive to Albany Medical Center, its patients, affiliates, and partners, including but not limited to HIPAA Protected Health Information and other information regulated by Federal and New York State statutes. Workforce members are expected to ensure that access to information is based on a “need to know” and is the minimum necessary to properly perform assigned duties.

Use or disclosure shall not exceed the minimum amount of information needed to accomplish an intended purpose. Reasonable efforts, consistent with Albany Medical Center policies and standards, shall be made to ensure that information is adequately protected from unauthorized access and modification.