Patient Service Representative

• Creates the initial electronic health record that serves as the foundation of the patient medical record
• Prevents creation of duplicate medical records
• Follows and ensures compliance with the mandate of the organization’s accrediting bodies to use identifiers to positively identify a patient prior to the delivery of patient 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 complete confidentiality regarding patient personal/financial information and medical records in accordance with HIPAA
• Knows insurance basics and recognizes commercial and government plans
• Understands which plans AAH contracts with and when a statement of financial responsibility is needed
• Understands and discusses financial information and obligations with patients
• Knows how and when to refer patients to Financial Advocates
• Has knowledge of which rules, forms and questions must be enforced to make sure AAH remains compliant with government agencies and regulations
• May schedule patient appointments, including virtual and procedural
• may also coordinate cancellations, reschedules, wait list requests, and recall requests
• May provide accurate, detailed information regarding test preparations, patient arrival time, medication/food/beverage consumption guidelines, check-in procedures, directions to facility, etc
• May perform visit closure, including checking out patients after their visit, scheduling follow-up appointment(s), and providing patients with the after-visit summary
• May educate and support patients with the patient portal/app
• Creates a welcoming and professional environment for our patients and visitors by demonstrating extraordinary customer service
• Greets patients and visitors and responds to routine requests for information
• Answers telephone, screens calls, and takes messages
• Maintains excellent public relations with patients, families, and clinical staff
• Proactively communicates issues involving customer service and process improvement opportunities to management
• Offers various assistance to patients to include arranging transportation needs, providing directions, locating a wheelchair, coordinating interpreter services, etc
• May be responsible for e-scanning documents to Health Information Management (HIM), addressing incoming/outgoing fax, addressing in basket messages via the electronic health record, and following direction from the clinical team for emergent needs
• Monitors and works assigned electronic health record work queues, following the department’s approved process
• May assist department leadership with orientation and training

• High School Diploma or GED
• Ability to work in a high profile and high stress area, working independently to set and meet deadlines, multitask and prioritize work
• Must be able to manage high-volume workloads with many interruptions in a fast-paced environment without direct supervision
• Strong attention to detail and accuracy
• Excellent customer service skills in a variety of situations
• Must have excellent service recovery skills
• Demonstrated independent thinking and problem-solving skills, ability to exercise judgment to triage issues and concerns
• Excellent communication (written & verbal), customer service and interpersonal skills, ability to effectively communicate with a variety of patients, visitors, staff and physicians in a pleasant professional demeanor
• Educate patients on the insurance coverage aspect of their care including managing the discussion for services that will not or may not be paid by their health plan
• Interact with physicians and their staff to resolve issues related to the patient care
• Collect and manage payments including cash payments, if applicable, and follow security related to cash handling
• Strong understanding and comfort level with computer systems and proficient typing skills
• Demonstrated technical proficiency including experience with electronic email, Microsoft Office, internet browser and phone technology
• Ability to handle sensitive and confidential information according to internal policies
• Excellent organizational skills
• Demonstrated ability to effectively act as a resource to other teammates
• Must be able to transition from sitting to standing frequently
• Must be able to stand and sit for extended periods of time and be physically mobile throughout the workday
• Frequently lifts to 10 lbs. and occasionally lifts 20 lbs. or more
• Must be able to push/pull up to 50 lbs. with assistance
• Sensory requirements include vision, hearing and touch
• Must also be able to speak clearly
• Must be able to use hands with fine motor skills for keyboard data entry

May be cross trained across various specialties and provide staffing support as needed

• Paid Time Off programs
• Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability
• Flexible Spending Accounts for eligible health care and dependent care expenses
• Family benefits such as adoption assistance and paid parental leave
• Defined contribution retirement plans with employer match and other financial wellness programs
• Educational Assistance Program