Patient Services Representative

Position: Patient Services Representative I
* JOB SUMMARY

* Greet visitors, ascertain purpose of visit, and direct them to appropriate staff.

* Maintain pleasant and positive disposition during every patient interaction to ensure a positive patient experience

* Instruct patients to complete documents and forms such as intake and insurance forms.

* Schedule, cancel and confirm patient appointments.

* Compile, record and archive medical charts, reports, and correspondence with confidentiality.

* Operate telephones and direct calls, emails and documents to appropriate staff.

* Transmit correspondence and medical records by mail, e-mail, or fax.

* Verify insurance via various methods (phone, internet, etc), obtain authorizations and certifications and explain patient responsibility forms.

* Perform financial functions with accuracy (i.e. charge entry) to ensure optimal payment for services.

* Assist billing department with insurance denials via monitoring and working worklists in the electronic medical records system

* Assists in patient care and related activities as instructed by the physical therapist, physical therapist assistant, occupational therapist, certified occupational therapist assistant or speech language pathologist.

* Manages patient interactions and implements service recovery techniques to ensure positive patient relations.

* Clean and organize work area and disinfect equipment after treatment

* Participate in daily log recording as required per site.

* Change linens, such as bed sheets and pillow cases.

* Contribute to a creative culture of daily continuous improvement

* ESSENTIAL FUNCTIONS

* PATIENT/CUSTOMER

* Essential Accountabilities

* Ensures communication and collaboration with supervisors and fellow co-workers to serve patients and other customers to the best of his/her ability.

* Is professional in all actions and appearance

* Ensure compliance with regulatory parameters

* Uses resources wisely - as if they were one's own.

* Demonstrates understanding and ownership of how his/her role contributes to achieving the success of the Department and the Health System.

* Demonstrates a personal commitment to ensuring a clean and safe working environment.

* Anticipates patients'/customers' needs and acts accordingly.

* Works to enhance patient satisfaction

* Assist patients and families

* Analyzes problems from the customers' point of view.

* Honors patient/customer/employee confidentiality.

* Seeks feedback on how to improve performance and offers constructive feedback, as well.

* Applies learning for improved performance.

* Presents self professionally & demonstrates professional behavior during interactions with others

* Strives to understand and value differences in others' race, nationality, gender, age, background, experience, and style.

* Customer Service Skills

* Utilizes AIDET principles to enhance communication.

* PATIENT/EMPLOYEE SAFETY

ACCOUNTABILITIES

* Patient Care Providers

* Participates in Entity and Department wide initiatives for Patient /Employee safety

* Demonstrates an awareness of patient/ employee safety when carrying out daily responsibilities of their position.

* Validation of annual competencies required for the position

* OPERATIONS

* Essential Accountabilities

* Scheduling Functions

* Patient Identification

* Pre-Reg/Registration-Patient Information Updates

* Check-in Process

* Check-out Process

* Cash Collection

* Reconciliation and deposit.

* Insurance Verification Process

* Email

* Management of Medical Records

* Financial Counselor

* Department Productivity and goals (site specific)

* Site Opening Function

* Site Closing Function

* Ability to Multi-Task

* Understanding Clinical Work Processes

* Attendance/Time Management

* Involvement in Departmental Meetings

* Personal Impact

* Health System  worn in accordance to GSPP policy

* Ensures compliance with all applicable federal, state, and local regulatory standards (ex TJC, DOH, FDA, HIPAA, HCFA, DPW, LCGME, SCGME, etc)

* Flexible and readily adopts new processes and engages in practice operation changes

* QUALIFICATIONS:

* To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

* Education

* High School Diploma required

* Associate's Degree preferred

* Work Experience

* Previous healthcare experience preferred

*