Patient Service Representative

Overview

We are more than a health system. We are a belief system. We believe wellness and sickness are both part of a lifelong partnership, and that everyone could use an expert guide. We work hard, care deeply and reach further to help people uncover their own power to be healthy. We inspire hope. We learn, grow, and achieve more – in our careers and in our communities.

Job Description

Summary:

The Patient Service Representative I role may be the initial point of contact for patients, physicians, and the public s position provides exceptional public relations/customer service during encounters with patients, families, visitors and Ohio Health physicians and associates. The primary responsibilities are scheduling/registration or patient billing follow up, and identify and execute a plan meeting the needs of the caller.

The Patient Service Representative I may be expected to perform any of the following and other duties

as assigned:

• Provides exceptional customer service during every encounter with patients, families, visitors and Ohio Health physicians and associates
• Accept inbound calls within a specific response-to-call timeframe following customer service standards at all time
• Makes outbound calls with according to the standard work and following customer service standards.
• Accurately identifies patient in the EMR system.
• Adhere to the department Standard Work
• Obtains and enters accurate patient demographic and financial information while maintaining patient confidentiality
• Uses critical thinking skills to make decisions, resolve issues, or escalate concerns
• Verifies insurance eligibility using online eligibility system, payer websites or by phone call
• Processes faxes and transcribes information into the system’s EMR.
• Follow protocols for directly contacting the care centers regarding urgent patient requests and ensure timely follow up
• Schedules outpatients appointments
• Generates, prints, and provides patient estimates utilizing price estimator products
• Inform patient of any outstanding balance, collect balance and co-payment or provide financial assistance information
• Answers questions or concerns regarding insurance residuals and self-pay accounts
• Uses knowledge of CPT codes to accurately select codes from clinical descriptions
• Identifies and/or determines patient Out of Network acceptance into the organization
• Explains billing procedures, hospital policies and provides appropriate literature and documentation
• Update/notate all accounts using appropriate standard work
• Reviews insurance information and determines need for referrals and/or financial counseling.
• Educates patients on MyChart, including activation
• Adhere to policy and procedures
• Participate in and contribute to development of Lean processes.
• Complies with all organizational, state and federal laws and regulations related to patient privacy and confidentiality (ie. PHI, HIPAA, etc.)
• Work collectively in a professional manner
• Confirms physician's orders/visit purpose
• Verifies multidisciplinary patient schedules for Outpatient visits to expedite patient processing
• Obtains Release of Information authorization from patients to release medical records
• Uses conflict resolution skills and service recovery to handle customer service concerns
• Resolve patient complaints and concerns and, if unable to resolve, escalate appropriately
• Provides information to physician offices and other hospital departments when needed

High School or GED (Required)

Typing of 40 wpm, excellent communication, organization, and basic computer skills.

KIND and LENGTH of EXPERIENCE

• 1-2 years of previous experience in the service industry with a focus on delivering exceptional customer service or
• 1-2 years previous experience in a Medical Office setting or
• 1-2 years previous experience in a Call Center or
• 1-2 years previous experience in Collections

Day

40

Patient Contact Center

Join us!

... if your passion is to work in a caring environment

... if you believe that learning is a life-long process

... if you strive for excellence and want to be among the best in the healthcare industry

Equal…