Outpatient Service Rep

SUMMARY

Under the general supervision of, but according to established policies and procedures, the incumbent performs various administrative duties to expedite each patient's visit for clinical care. These duties include preparation of patient records; registration and pre‑registration activities; problem resolution; appointment scheduling; and co‑payment preparation and collection. In addition, ancillary duties provide tracking and status of follow‑up care as it pertains to specific diagnostic coding, billing/payment resolution, and generation of system reports, which reflect scheduling activities.

Brown University Health employees are expected to successfully role model the organization's values of Compassion, Accountability, Respect, and Excellence. In addition to our values, all employees are expected to demonstrate the core Success Factors, which include: instill trust, value differences, patient and community focus, and collaboration.

• Schedule patients using the hospital's scheduling system, including establishing the appointment type, specific provider clinic, and appointment time.
• Schedule follow‑up appointments using the online scheduling system.
• Schedule appointments for patients who need lab work, diagnostic imaging, or referral to other medical providers.
• Refer technical/clinical inquiries to appropriate personnel.
• Utilize the online billing system to enter diagnosis/service codes from encounter sheets.
• Complete pre‑registration and registration processes using the online billing system.
• Verify demographic data, insurance authorization information, co‑pays, and physician details.
• Collect co‑payments and provide patients with receipts.
• Produce registration cards using the online system and card embosser.
• Photocopy front and back of insurance cards; confirm patient eligibility with insurance carriers; obtain visit authorizations as necessary.
• Provide mature, quality customer service to patients, families, and representatives.
• Mail informational material to new patients in advance of scheduled appointments.
• Coordinate with external agencies to obtain pertinent patient information and to arrange clinic/treatment programs.
• Contact third‑party payors for required pre‑authorizations in accordance with established policies.
• Act as an outpatient center receptionist, making appointment reminder calls, answering incoming calls, and returning outbound calls to patients, physician offices, laboratories, and radiology facilities.
• Greet arriving patients, verify pertinent information, and orient patients to the specific outpatient center.
• Handle coding/billing within the department guidelines, verifying the appropriateness of diagnostic codes before entering them into the billing system.
• Collaborate with Patient Financial Services to resolve billing issues, including denials, and appropriately refer patients to patient advocates for financial counseling.
• Obtain and organize medical records for physician and nursing use, ensuring the patient’s file is complete prior to treatment or clinic visits.
• Print reports using both the online scheduling and billing systems.
• Perform all duties in accordance with RIH’s mission and the defined administrative rules, procedures, and policies.
• Respond to telephone inquiries by rotating into a centralized setting, such as a call room, as needed.

• High School Diploma or equivalent.
• Demonstrated knowledge of PC skills using the Windows operating system and accompanying software packages.
• Knowledge of medical billing routines for physician office practice.
• Knowledge of medical terminology, diagnosis codes, and procedure codes.
• Courteous telephone technique and strong customer service skills.
• Six months of experience coding and billing using an online billing system.

Pay Range $21.26 - $21.81

Brown University Health is committed to providing equal employment opportunities and maintaining a work environment free from all forms of unlawful discrimination and harassment.

Location East Greenwich—1454 South County Trail, East Greenwich, Rhode Island 02818

Work Type M-F 8:30‑5:00

Work Shift Day

Driving Required No

Union International Brotherhood Teamsters