Full Time Call Center Patient Representative-Pre-Registration

Location

6901 Portage Road

Full Time Call Center Patient Representative-Pre-Registration

Patient Representatives are instrumental in ensuring the efficient and effective flow of patient access needs throughout the organization. Responsibilities may include greeting and registering patients, gathering and entering appropriate demographic and insurance/billing information, verification, scheduling appointments, providing patients with financial information, price estimates and the collection and entry of payments. Current knowledge of billing and coding requirements and the ability to apply these based on industry standards is required.

Ability to resolve patient financial issues and negotiate payment arrangements. Representatives must fully understand the ramifications and impact of incomplete or inaccurate information to patient care and the overall revenue cycle. Position works in a team environment and delivers exceptional customer service. Other duties as assigned. Employees providing direct patient care must demonstrate competencies specific to the population served.

• Greeting and registering patients
• Gathering and entering appropriate demographic and insurance/billing information
• Verification
• Scheduling appointments
• Providing patients with financial information, price estimates
• Collecting and entering payments
• Current knowledge of billing and coding requirements and ability to apply these based on industry standards
• Resolving patient financial issues and negotiating payment arrangements
• Comprehending the ramifications and impact of incomplete or inaccurate information to patient care and the overall revenue cycle
• Working in a team environment and delivering exceptional customer service
• Other duties as assigned
• Demonstrating competencies specific to the population served when providing direct patient care
• Maintaining a weekend standby rotation (if assigned to Emergency Department) from Friday at 7pm to Monday at 7am, 2 to no more than 6 times a year
• Verifying insurance eligibility using online systems
• Providing and completing required patient forms
• Collecting and entering payments and following required balancing procedures
• Analyzing, interpreting and entering physician orders
• Scanning and indexing forms
• Scheduling and communicating appointment information accurately and efficiently for multiple facilities and ancillary departments
• Verifying insurance for scheduled and urgent emergent patients following guidelines established per payer and obtaining authorization based on payer specific criteria
• Accurately completing assigned work queues
• Identifying financial counseling needs
• Maintaining confidentiality in verbal, written and electronic communication
• Following established processes, protocols, and workflows
• Taking initiative to resolve problems and meet patient needs

• High school diploma or general education degree (GED) required
• Previous customer service experience required
• Medical Terminology, CPT and ICD-10 coding strongly preferred
• Basic typing at 45 WPM, basic ten key, and computer skills within a Windows environment
• Experience with multiple computer applications/operating systems, and office machines
• Knowledge of HIPAA and confidentiality requirements, insurance payer regulations and requirements, and patient rights
• Knowledge of revenue cycle components and how the role impacts the overall process
• Knowledge of the impact of accurate registration on patient satisfaction
• Analytical skills to solve simple to semi complex problems
• Organization, prioritization and time management skills
• Concentration and attention to detail
• Ability to multi-task
• Ability to remain flexible to facilitate change
• Ability to maintain composure under considerable deadlines, customer contact and high volumes of work producing levels of mental/visual fatigue typical of roles with frequent, significant, uncontrollable deadlines
• Work may require operation of a personal computer or CRT up to 40 percent of the time
• Ability to perform some lifting of light weight objects and engage in regular walking, standing, stooping, bending, sitting
• For Cancer Center ONLY:
  Associate's degree in related field, or 2 years…