Patient Service Representative Hospital

Overview

Department 13510 Enterprise Revenue Cycle - Floyd Medical Center GA Arrival Inpatient and Outpatient

Status Full time

Benefits Eligible Yes

Hours Per Week 40

Schedule Details/Additional Information Monday - Friday 8:30AM-5PM

• Creates the initial electronic health record that serves as the foundation of the patient medical record used by all members of the healthcare team. Prevents creation of duplicate medical records to ensure patient safety and accurate billing. Follows and ensures compliance with the organization s accrediting bodies to use identifiers to positively identify a patient prior to care.
• Checks in and registers patients; obtains and verifies complete demographic, guarantor, and insurance information; discusses and collects co-pays and other out-of-pocket patient responsibilities. Maintains confidentiality of patient information in accordance with HIPAA.
• Knows insurance basics and recognizes commercial and government plans. Understands Advocate Health contracts and when a statement of financial responsibility is needed. Discusses financial information with patients and refers to Financial Advocates as needed.
• Ensures compliance with applicable rules, forms, and questions (e.g., HIPAA, EMTALA, Consent for Treatment, Patient Rights and Responsibilities, IMM, MOON, Notice of Privacy Practices, MSPQ, ABN). Obtains patient or guarantor signatures as required.
• May schedule patient appointments and coordinate cancellations, reschedules, wait list, and recall requests. Provides information on test preparations, arrival times, guidelines, and check-in procedures.
• Creates a welcoming environment with extraordinary customer service. Greets patients and visitors; answers phones, screens calls, and takes messages. Assists patients with transportation, directions, wheelchair needs, and interpreter services as needed.
• Monitors and processes assigned electronic health record work queues following department procedures.

• None

• High School Graduate

• None

• Demonstrate Advocate Health values and behaviors.
• Ability to work in a high-profile, high-stress area; work independently to meet deadlines; multitask and prioritize; manage large workloads with interruptions in a fast-paced environment.
• Strong attention to detail and accuracy.
• Excellent customer service skills with service recovery abilities.
• Independent thinking and problem-solving; ability to triage issues and concerns.
• Excellent communication (written and verbal) and interpersonal skills; able to interact with patients, visitors, staff, and physicians professionally.
• Educate patients on insurance coverage and discuss services that may not be paid by their health plan.
• Interact with physicians and staff to resolve patient-care issues.
• Collect and manage payments, including cash handling; follow security related to cash handling.
• Comfort with computer systems; proficiency with insurance verification/eligibility tools, Epic EMR, patient liability estimation tools, email, Microsoft Office, internet, and phone technology.
• Understanding of basic medical and insurance terms related to scheduling and registration.
• HIPAA-compliant and knowledgeable of state and federal rules; handle sensitive information per policy.
• Understanding of health insurance concepts (Medicare, Medicaid, managed care, commercial payers) and ability to explain Medicare/HIPAA/EMTALA rules and updates on pre-certification requirements.
• Excellent organizational skills; ability to act as a resource to other staff.

• Travel may be required; exposure to weather and road conditions.
• Responds quickly to patient medical status and emergencies in clerical areas.
• CPR certification may be required depending on service location.
• Notary training/licensure may be required as appropriate for service line and/or facility.
• Operates all equipment necessary to perform the job.
• Normal office environment with significant patient and public contact; may be exposed to ill or contagious patients.
• Must be able to transition between sitting…