Patient Services Representative & Support Staff

Title: Patient Services Representative & Support Staff

Classification: Hourly-Non-Exempt

Department: Patient Services

Reports to: Front Office Supervisor

• In conjunction with the Medical department, the Patient Services Representative organizes the daily appointments for services of children in accordance with their designated treatment plan.
• The Patient Services Representative has excellent customer service and communications skills, demonstrates empathy, is people focused, works in a fast-paced environment, able to multi-task, adapts well to change and is resourceful while meeting deadlines
• Obtains and verifies patient and family identification as well as other documents (ex, insurance, financial info). Enters appropriate information into the system.
• Appropriately communicates with team members and management.
• Provides and assists patients and families with CRIT-USA´s services.
• Schedules patient appointments.
• Responsible for reviewing patient insurance to ensure authorizations are obtained for all patients prior to appointments.
• Familiar with insurance platforms to acquire authorizations and to manage claims.
• Experience with obtaining and verifying patient and family identification as well as other documents (insurance, financial info). Entering appropriate information into the system.
• Ensures to meet deadlines, create and follow work plans, while maintaining flexibility.
• Ensures patients and families adhere to CRIT-USA’s rules and regulations.
• Transmits CRIT Mission/Vision/Values to patients and families.

• Greet patients and assist them in checking in and out.
• Verify patient/family demographic information and enter this information in the electronic health record, to include scanning, filing, purging, and checking for or obtaining required missing documents.
• Confirm that patient’s insurance has been verified, prior to appointments.
• Perform administrative duties including answering/returning calls, filling, scheduling appointments, contact families, following up with inquiries.
• Assist families in filling out patient history forms, consent forms, and payment contract forms, when necessary.
• Review patient accounts, identify delinquent accounts, and collect overdue payments.
• Update and verify patient information at every visit.
• Answer, investigate, and/or direct patient inquiries or complaints to the appropriate medical staff member.
• Interact with children, their families and special mobility devices on occasion.
• Interview and assist patients with authorization documents, as appropriate.
• Communicate directly and consistently with patients regarding their financial responsibility.
• Process rejections and follows-up with insurance carriers on unpaid claims. Monitors claims for missing information, authorization numbers.
• Verify patient/family demographic information and enter this information in the electronic health record, to include scanning, filling, purging, and checking for or obtain required missing documents.
• Assist with administrative functions including answering/returning calls, scheduling appointments, contact families, following up inquiries.
• Assist with coverage of different Patient Services roles, as needed.
• Complete projects, as assigned.
• Serves and protects CRIT-USA’s community by adhering to professional standards, policies and procedures, federal, state, and local requirements.
• Enhance patient advocacy and CRIT-USA’s reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
• Ensure the protection of confidential information in accordance to HIPAA guidelines as well as organizational policies.
• Other duties as assigned.

• KNOWLEDGE/
  
  SKILLS:
• Experience in customer service, preferably in health care setting.
• Knowledge of pediatric rehabilitation.
• Flexible, team player attitude, rotates through lobby desks, front offices, call center, or train.
• Must be able to interpret physician indications to schedule appointments as appropriate.
• Maintain files and/or records for the purpose of ensuring the availability of information as required for reference or compliance.
• Excellent…