Patient Service Representative

2 days ago

Bethlehem, United States Hartford Healthcare Full time

Description

Job Schedule: Full Time
Standard Hours: 40
Job Shift: Shift 1
Shift Details: Rotating Saturdays, alternating day and evening shift

Work where every moment matters.

Every day, almost 30,000 Hartford HealthCare employees come to work with one thing in common: Pride in what we do, knowing every moment matters here. We invite you to become part of Connecticuts most comprehensive healthcare network.

The Patient Service Representative is responsible for providing professional customer service to ensure operational efficiency and promote a positive patient experience.

Responsible for Patient Scheduling, Pre-Registration, Registration, Insurance Verification, Insurance Authorization, and ensures patients have been cleared for Rehab Outpatient office visits.

Job Summary:

The Patient Service Representative performs a variety of secretarial, billing and clerical duties to include: utilizing the electronic medical record (EMR) to schedule follow up and specialty appointments and process patient charges, coordinating referrals, preparing the proper paperwork and collecting pertinent patient information, answering phones, performing other related duties as assigned. Provides administrative support to the office staff. Requires understanding of Rehab procedures, and patient history requirements for Rehab procedures.

Job responsibilities:

  • Provides support to Front desk/reception area and provides general administrative support
  • Greet all patients and visitors.
  • Answer incoming phone calls in a professional manner, and triage the call if appropriate to ensure the patients needs are met in a timely manner. Create and distribute electronic messages in the EMR
  • Mail information to new patients prior to visit in accordance with department policies
  • Assist with general office duties such as photocopying, scanning information into a patients EMR, distributing reports, sorting mail, faxes, delivering materials, etc
  • Assist clinical staff with ensuring Plans Of Care have been signed for all patients
  • Provides back-up support to other front desk staff as needed
  • Patient Registration, Insurance Verification and Preauthorization
  • Register arriving patients to include completion of registration forms; Gather and enter all patient demographic and insurance data necessary to complete a patient registration
  • Gather pertinent information from insurance carriers, financial counselors, and other ancillary staff
  • Verify insurance coverage and obtain authorizations if needed from insurance carrier
  • Obtain current, complete and accurate patient insurance information to ensure full reimbursement.
  • Provide insurance carrier with necessary information to predetermine coverage
  • Obtain insurance referrals for patients
  • Ensure that all referral requests are properly signed and filed
  • Patient Scheduling
  • Communicate with Provider, office staff, patients, access center and registration to appropriately schedule and or reschedule departmental procedures according to specific protocols and patient care requirements, maintaining patient confidentiality in accordance with HIPAA guidelines.
  • Schedules patient appointments, and informs patients of essential preparation requirements prior to visit (referrals, x-rays, medical reports, lab work, etc)
  • Documents appointments and completes the necessary requisition forms and pre-cert exams, which may include prior authorizations
  • Collect, document and obtain complete and accurate patient medical history necessary to ensure appropriateness and safety
  • Ensure completion and accuracy of provider's order in relation to requested appointment type for compliance/medical necessity and communicates discrepancies to provider office
  • Request, accept and reconcile point of care payments
  • Collect co-payments and office charge as needed and explains office payment billing policies to patients.
  • Reconcile super bills, co-pays and walk-in payments at the end of each session, and refer payment and insurance problems to Billing Department.

Qualifications

Minimum Requirements

Preferred Requirements

Education

High school diploma or equivalent

Education

Associates or Bachelors degree in a clinical or business field preferred

Experience

Minimum of 1 year of clerical/secretarial experience

Experience

Referral and Insurance verification experience preferred

Licensure, Certification, Registration

Licensure, Certification, Registration

Language Skills

Language Skills

Knowledge, Skills and Ability Requirements

Ability to adhere to HIPAA policies at all times.

Ability to provide excellent and efficient customer service.

Positive, customer-focused approach, with commitment to providing excellent patient care.

Proven ability to work effectively in a team environment.

Excellent written and verbal communication skills

Ability to adapt quickly in a fast-paced environment

Strong computer skills - solid working knowledge of Microsoft Office and EPIC software.

Knowledge of medical terminology and insurance requirements.

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