Patient Svcs Rep Rehab

Overview

How would you like to work in a place where your contributions and ideas are valued? A place where you can serve with compassion, pursue excellence and honor every voice? At Wellstar, our mission is simple, yet powerful: to enhance the health and well-being of every person we serve. We are proud to have become a shining example of what's possible when the brightest professionals dedicate themselves to making a difference in the healthcare industry, and in people's lives.

Functions in a customer service role and responsible for day-to-day operations of the front office area. This includes pre-registration/registration of new patients, scheduling, and general clerical support. Cross trained in all functions and processes of front desk to ensure the smooth operation of the Department. Local travel may be required. This job is typically the first point of contact and must ensure a pleasant compassionate and empathetic experience for patients and visitors.

The Patient Representative interviews patients and/or their representatives to obtain complete and accurate demographic, financial and insurance information, required for billing and collecting patient accounts. Conducts intensive screening of all worker's compensation, Medicare, Medicaid and managed care patients for pre-certification requirements and provider service eligibility, prior to registration as applicable. Obtains all necessary customer consents/attestations. Maintains a working knowledge of insurance benefits and coverage verification.

Coordinates the collection of estimated patient liabilities, including co-payments when applicable. Responds to customer requests and answers questions regarding various service and account information. Analyzes and rectifies customer concerns using established procedures. Uses computer to access and/or update customer confidential patient records. Must be competent in multiple clerical functions, including: answering multi-line phone system, registering returning and new patients accurately, prepare patient paperwork, verify commercial and government insurances, understand the breakdown of insurance benefits and when authorization may be required per payor requirements, able to review insurance benefits with patient, detail orientated to accurately update and maintain data entry into spreadsheets, maintain inventory of supplies and order when necessary, understand and work in EPIC and OP Rehab EMR System.

Reviews and accurately verifies and post payments through EPIC and OP Rehab EMR. Follows Well Star and PAS policy for processing receipts, cash, and end of day closing of cash drawer. Must be able to effectively sort, organize, and maintain various documents to support front office functions and procedures. Refers patients to financial counselor to establish financial arrangements to reduce financial risk for Well Star, helping to ensure that Well Star is reimbursed for its services.

• Functions at a professional level during interaction with all customers and co-workers:
  Receives requests for appointments from physicians offices and/or employers and makes the necessary pre-admission arrangements, referring to lists of dates allotted for scheduling, and advising physicians office staff and patients of available dates.
• Greet all guests with a positive and professional attitude.
• Arranges to have patients escorted to procedure areas and/or assigned rooms.
• Maintains confidentiality of patient information in accordance with Well Star policy and HIPAA regulations.
• Presents a well-groomed and professional image. Must follow Well Star and Outpatient Rehab Dress Code Policy.
• Answers incoming phone calls and routes to appropriate parties or addresses issues as directed.
• Assists physicians (and their office staff) as well as patients to expedite scheduling, pre-registration, pre-certification and/or prior authorizations.
• Maintains courteous and cooperative working relationships with patients/families, co-workers, management, physicians, other professionals, and the general public. Demonstrates the ability to tactfully handle difficult situations. Completes registration process per Well Star policy and regulatory standards.
• Interviews each patient or representative in order to obtain complete and accurate demographic, financial and insurance information, and accurately enters all patient information into the registration system.
• Reads physicians orders to determine services requested and to assure order validity.
• Obtains new medical record numbers for all new patients.
• Obtains all necessary signatures and is knowledgeable regarding any special forms that may be required by patients third party payor.
• Documents thorough explanatory notes on patient accounts, concerning any non-routine circumstances clarifying special billing processes.
• Re-verifies all information at time of registration process.
• Understands and applies Well Star philosophy and objectives and Rehab and PAS…