PATIENT SERVICES REPRESENTATIVE JOB DESCRIPTION
I. REPORTS TO
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Supervisor: Patient Registration Manager
- Department: Clinic / Registration
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Facility: Clinic / Hospital
II. EDUCATION
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Must have current BLS certification within 90 days of hire
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Previous experience with customer service strongly preferred
III. DUTIES
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Adherence to policies of hospital.
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Available for duty in case of disaster.
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Attend scheduled inservice education meetings.
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SQSS tasks performed at the Beginning and End of each shift.
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Performs all other job duties as assigned.
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Accept the responsibility of every patient that needs financial counseling before services are rendered.
- Enter and update demographic information in required field of EMR and obtains scanned information for registration process.
- Handle inbound calls from patients as well as make outbound calls to patients through our automated dialer.
- Identify customer needs, clarify information, research issues and provide solutions and/or alternatives
- Assist patients with their account, which includes setting up payment arrangements; taking payments over the phone; identifying and gathering new insurance information, screening for charity, answering patient’s questions, and resolving any of the patients account issues, etc.
- Assume proper handling of cash, credit card, or payment by check.
- Maneuver between several different software systems.
- Clerical duties, such as processing mail, light skip-tracing.
- Demonstrates ability to diffuse patient concerns and turn the call/visit into a positive experience for our customers.
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Documents all conversations in a database.
- Maintain accurate and up to date information in the account notes.
- Follow all federal, state and payer specific regulations and policies pertaining to documentation and billing practices to ensure all work is in compliance with established guidelines.
- Actively participates in creating and implementing improvements.
- Meet specified goals and objectives as assigned by management on a regular basis.
- Work and turn accounts to collection agency for payment agreements not upheld.
- Always maintain confidentiality of account information.
- Adhere to the prescribed policies and procedures as outlined in the Employee Handbook and the Employee Code of Conduct.
- Maintain awareness of and actively participate in the Corporate Compliance Program.
- Demonstrates good problem-solving skills and critical thinking.
- Maintain a neat and orderly workstation.
- Assist with other projects as assigned by management.
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Complies with established personal protective equipment requirements necessary for protection against exposure to blood and other hazardous substances.
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Follows the guidelines established by Share Medical Center’s compliance program and code of conduct.
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Follows the guidelines established by HIPAA.
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Follows dress code guidelines established by SMC.
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Works within compliance of with Medicare, Medicaid, and other regulatory agency requirements with staff efficiency to perform superior customer service and give high quality healthcare.
IV. PHYSICAL REQUIREMENTS
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Ability to walk or stand occasionally.
- Frequent bending/ stooping, frequent squatting/ crouching, frequent kneeling, and occasional reaching above the shoulder.
- Occasional carrying/ lifting of 20 pounds or more to transfer boxes of paper or files from one area to another.
- Occasional pushing/ pulling 20 pounds of more.
- Use both hands for actions requiring firm grasping, manual dexterity, and fine manipulation, as well as possessing the ability to write legibly.
- Possess enough visual acuity to read fine print and multiple handwriting.
- Possess hearing requirement enough to work safely and maintain safe environment for residents, fellow employees, physicians, and the public, for example communication by telephone, alarms, timers, and direct communication.
- Speak clearly and distinctly enough so as to communicate effectively and be understood by residents, fellow employees, physicians and the public.
- Ability to work well under continuous stress.
V. HAZARDS
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Exposure to toxic/caustic chemicals and detergents.
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Exposure to potential electric shock.
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Exposure to x-ray/electromagnetic energy.
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Exposure to communicable diseases.
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Exposure to blood-borne pathogens.
VI. SKILLS
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Ability to effectively work and communicate with coworkers, patients, and outside agencies
- Demonstrate initiative and creativity in fulfilling job responsibilities
- Excellent organization and time management skills.
- Ability to prioritize multiple tasks in a busy work environment.
