Patient Service Representative

4 months ago

Ann Arbor, United States Trinity Health Full time
Employment Type:
Full timeShift:
Day Shift

Description:
POSITION PURPOSE
Provides assistance, guidance and direction to visitors and patients. Provides information to patients concerning regulatory requirements. Provides estimated costs and patient responsibility, facilitating collection of co-pay, deductible and private pay balances. Responsible for the complete and accurate collection of patient demographic and financial information for the purpose of establishing the patient and service specific record for claims processing and maintenance of an accurate electronic medical record. Schedules, registers and check-in patients for both scheduled and walk-in Radiology exams. Uses departmental information systems to track and retrieve data. Problem solving and resolution of patient account issues. Routinely interacts with technical, physician and other support staff, as well as patients.ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

Maintains good rapport and cooperative relationships. Approaches conflict in a constructive manner. Helps to identify problems, offer solutions, and participate in their resolution. Maintains the confidentiality of information acquired pertaining to patient, physicians, colleagues, and visitors to St. Joseph Mercy Health. Discusses patient and hospital information only among appropriate personnel in appropriately private places. Behaves in accordance with the Code of Conduct, Service Excellence Standards, and the Mission, Vision and Values of SJMH. Assumes responsibility for performance of job duties in the safest possible manner, to assure personal safety and that of coworkers, and to report all preventable hazards and unsafe practices immediately to management. Receives and greet visitors and patients. Ascertains the nature of their business. Notifies appropriate staff. Assists and for directs visitors, patients and deliveries to appropriate areas. Answers routine questions; provides basic information and assistance with departmental procedures. Performs patient registration by interviewing patient or patient's representative to obtain patient demographics such as name, address, birth date, physician's name, and insurance company information related to payment of hospital bills. Completes related forms and records, and enters information into computerized systems. Determines appropriate payment required at point of registration (deposits, co-pays, minimum charges and non-covered services.) Collects payment at time of registration. Verifies procedural and diagnosis codes submitted by service departments and physicians to assure accuracy for claims submission. Communicates with patients their financial responsibility, benefit and authorization status prior to clinical services. Obtains patient liability acknowledgment, explains the purpose and obtains signatures. Schedules and arranges patient appointments for diagnostic tests, etc. following established scheduling guidelines and procedures. Prepares and distributes listings of patient appointments Utilizes a variety of information systems (such as Healthquest, Cerner Powerchart, Radnet, etc.) to enter and access information in a pre-coded format. Maintains departmental computer database files and data used for quality assurance, statistical reporting and other purposes. This may include obtaining, clarifying, calculating and entering information, assisting in data retrieval. May receive and respond to requests for release or verification of information. Locates orders and retrieves requested data from files. Maintains logs of work activities. Works various reports to ensure accuracy and completion of claims. Utilizes Scheduling Booking Reports, Stop/Go Reports, Schedules, to facilitate daily patient activity and flow in support of the clinical departments. Analyze completeness and accuracy of records on these reports proactively and take action as appropriate. Answers telephone calls and routes calls appropriately. Orders and maintains office supplies. Keeps work and visitor areas clean and organized. Knows where to obtain information to assist Radiology team members, patients, internal and external customers. Assists patients or physician office staff by referring to the appropriate sources of information. Demonstrates team-player abilities and seamless service to patients. Maintains competency by participating in on site and external training opportunities. Utilize skills gained from training sessions to improve and enhance their work processes and customer interactions. Accurate typing and data skills. Accurate spelling and grammar. Strong attention to detail. 2. Knowledge of medical terminology for registration and billing procedures. Telephone skills and ability to operate office equipment such as personal computers, copiers, fax machines and printers. Interpersonal skills to effectively communicate with a wide-range of staff, physicians, medical professionals, patients, visitors and other organizational personnel, in order to relay and obtain information. Guest relations skills and an awareness of the importance of role as first contact for patients within the hospital system. Analytical skills to gather and interpret insurance data, maintain moderately complex records, and compile and calculate billing and statistical figures. Organizational skills to prioritize multiple tasks, meet deadlines, and adapt quickly to changes and interruptions.

OTHER FUNCTIONS AND RESPONSIBILITIES

Performs other duties as assigned.

REQUIRED EDUCATION, EXPERIENCE AND CERTIFICATION/LICENSURE

Education:
  • Requires a high school diploma or equivalent.


Experience:

Certification/Licensure:

REQUIRED SKILLS AND ABILITIES

This document is intended to describe the generalized duties and responsibilities, the specialized job functions, and the essential requirements of this job. It is not intended to be an exhaustive statement of all supplemental duties, responsibilities, or non-essential requirements or reflect any accommodations made under the American's with Disability Act, the Michigan Handicapper's Act, or SJMHS's Return to Work Program.

Our Commitment to Diversity and Inclusion

Trinity Health is one of the largest not-for-profit, Catholic healthcare systems in the nation. Built on the foundation of our Mission and Core Values, we integrate diversity, equity, and inclusion in all that we do. Our colleagues have different lived experiences, customs, abilities, and talents. Together, we become our best selves. A diverse and inclusive workforce provides the most accessible and equitable care for those we serve. Trinity Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by law.

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