Senior Patient Service Representative

Mary Free Bed Summary

We have the great privilege of helping patients and families re-build their lives. It's extraordinarily meaningful work and the reason we greet the day with optimism and anticipation. When patients "Ask for Mary," they experience a culture that has been sculpted for more than a century. Our hallmark is to carefully listen to patients and innovatively serve them. This is true of every employee, from support staff and leadership, to clinicians and care providers.

Mary Free Bed is a not-for-profit, nationally accredited rehabilitation hospital serving thousands of children and adults each year through inpatient, outpatient, sub-acute rehabilitation, orthotics and prosthetics and home and community programs. With the most comprehensive rehabilitation services in Michigan and an exclusive focus on rehabilitation, Mary Free Bed physicians, nurses and therapists help our patients achieve outstanding clinical outcomes. The growing Mary Free Bed Network provides patients throughout the state with access to our unique standard of care.

Mission Statement

Restoring hope and freedom through rehabilitation.

Employment Value Proposition

At Mary Free Bed, we take pride in our values-based culture:

• Diversity, Equity, and Inclusion. OurCommitment to providing an inclusive environment for patients, families, staff, and community, through embracing Diversity, Equity, and Inclusion T.O.G.E.T.H.E.R.
• Focus on Patient Care. A selfless drive to serve and heal connects all MFB employees.
• Clinical Variety and Challenge. An inter-disciplinary approach and a top team of professionals create ever-changing opportunities and activities.
• Family Culture. We offer the stability of a large organization while nurturing the family/team atmosphere of a small organization.
• Trust in Each Other. Each employee knows that co-workers can be trusted to make the right decision for our family, patients, staff, and community.
• A Proud Tradition. Years of dedicated, quality service to our patients and community have yielded a reputation that fills our employees with pride.
  

Summary

Greet, provide information, and respond to the needs of patients, families, staff, and other visitors at the check-in/out desk including appointment check-in and out, registration, authorization/verification of insurance(s), explanation of benefits; collection of co-pays, assistance with way finding, or other services or resources for a program specific multi-discipline department. Interact in a customer focused manner during referral processing. Provide office support for all Scheduling and Patient Financial Services staff. Work cooperatively with other departments and outpatient staff/leadership to assure financial reimbursement for outpatient services. In addition, the Senior Patient Service Representative will provide training support and compliance and education requirements for the Patient Service Representative team.

Essential Job Responsibilities

• aaGreet, provide information, and respond to the needs of patients, families, staff, and other visitors at the check-in/out desk
  

• aAccurately collect and analyze all required demographic, insurance/financial, and clinical data elements necessary to pre-register and register all types of patients
• aCoordinate/schedule initial evaluation and subsequent patient appointments for multi-disciplines based on patient needs
• aManage calls from insurance/care managers to coordinate multi discipline care for patients
• aCollect any expected charge for service provided and complete timely posting of cash collections, accepting and generating appropriate receipts for monies and credit card payments received; provide financial guidance to achieve a mutually acceptable resolution of the expected self-pay balance including options of payment and charity care
• aReceive and properly respond to telephone, electronic, or face-to-face inquiries from patients or their legal representatives
• aPerform all other appropriate activities as directed and as necessary to meet the patient's needs and to achieve expected departmental and organizational outcomes
• aProvide various other responsibilities and clerical/therapist support as delegated by Manager
• Receive and properly respond to telephone, electronic, or face-to-face inquiries from patients or their legal representatives.
  • May also be assigned escalated issues and inquiries
    
• Provide training support functions as assigned:
  • Provide and update training materials for new PSR orientation
  • Observe and provide back up support to new PSR's as they transition to full responsibility of their job duties
  • Provide EMR training to any new or established employee including scheduling appointments, registration, checking patients in/out, and printing reports
  • Provide coverage and serve as the full time PSR for new off-site locations until new staff are successfully on-boarded
  • Travel to existing and new offsite locations to train on PSR job duties
  • Assist in implementation of new processes/protocols as they roll out across new locations and follow up to verify accuracy
    
• Provide support functions for compliance and education:
  • Participate with internal and external departments in projects involving the coordination of multiple teams involved in the implementation of enhanced business processes/system conversions
  • Attend and contribute to meetings with necessary departments to ensure OP Access team is up to date on billing and CPT coding, pricing changes, ICD-10, and compliance issues, representing OP Access leadership as assigned
  • Maintain appropriate level of knowledge of revenue cycle process as well as the practice management software from vendor training and third-party education (e.g. payers, seminars, etc.)
    
  
  
• Perform all other appropriate activities as directed and as necessary to meet the patient's needs and to achieve expected departmental and organizational outcomes
• Provide various other responsibilities and clerical/therapist support as delegated by Manager
• Embrace Diversity, Equity and Inclusion, by:
  

Treating everyone with dignity and respect

Opening more doors to opportunities for underrepresented cultures

Growing talent and people

Evaluating and eliminating disparities

Taking action against injustices, bias and racism

Honoring our differences and how to collaborate

Educating staff, patients and the communities we care for

Restoring Hope and Freedom, together

Customer Service Responsibilities

Demonstrate excellent customer service and standards of behaviors as well as encourages, coaches, and monitors the same in team members. This individual should consistently promote teamwork and direct communication with co-workers and deal discretely and sensitively with confidential information.

Responsibilities in Quality Improvement

Contribute by identifying problems and seeking solutions. Promote patient/family satisfaction where possible; participates in departmental efforts to monitor and report customer service.

Essential Job Qualifications

• Associates Degree or equivalent business classes/experience
• Minimum 12-18 months' work experience in healthcare with scheduling and/or patient financial related job duties
• Computer experience with high accuracy level of data entry
• Excellent telephone and customer service skills
• Outstanding organizational, interpersonal, communication, and overall customer service skills
• Ability to perform in a high paced environment with a positive attitude and interact with professional staff in an appropriate manner
  

Preferred Job Qualifications

• Bachelor's Degree in a health-related field
• Working knowledge of ICD-10-CM and CPT coding classification systems
• Knowledge of medical terminology and clinical rehabilitation
  

Physical Requirements for Essential Job Qualification

Levels:

• None (No specific requirements)
• Occasionally (Less than 1/3)
• Frequently (1/3 to 2/3)
• Majority (More than 2/3)
  

Remain in a stationary position: Majority

Traverse or move around work location: Occasionally

Use keyboard: Frequently

Operate or use department specific equipment: None

Ascend/Descend equipment or ladder: None

Position self to accomplish the Essential Functions of the role: None

Receive and communicate information and ideas for understanding: Occasionally

Transport, position, and/or exert force:

Up to 10 pounds: Occasionally

Up to 25 pounds: None

Up to 50 pounds: None

Up to 75 pounds: None

More than 100 pounds: None

Other weight: Up to___ pounds _____

Other: _____

The above statements are intended to describe the general nature and level of work being performed by employees in this classification. If you require a reasonable accommodation to perform the essential functions of this position, you must request accommodation in writing, within 182 days after you know or should know of the need for accommodation.

Mary Free Bed is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, age, genetic information, veteran status, disability or other legally protected characteristic.