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Patient Services Representative

2 months ago

Ann Arbor, Michigan, United States Trinity Health Full time
Job Title: Patient Services Representative

We are seeking a highly skilled and customer-focused Patient Services Representative to join our team at Trinity Health.

Key Responsibilities:
  • Provide exceptional service and support to patients and families, ensuring a positive experience.
  • Answer incoming calls and assess situations to provide timely and effective support.
  • Schedule patient appointments and communicate with clinical personnel to optimize patient care and efficiency.
  • Provide high-level customer service to internal and external customers.
  • Obtain necessary patient registration information and verify insurance eligibility.
  • Prepare charts for visits and notify clinical staff of patient arrival.
  • Answer telephone calls in accordance with Trinity Health telephone etiquette guidelines.
  • Schedule and confirm patient appointments.
  • Collect payment and ensure timely and accurate posting.
  • Record messages for physicians and staff accurately.
  • Assist patients with MyChart-related questions.
  • Accurately document into Trinity Health systems.
  • Maintain familiarity with physician office, Billing Department, and extended care location basic services and hours of operation.
  • Assist patients and facilities with questions related to referrals, authorizations, and requisitions.
  • Accurately complete patient forms.
  • Support report management and patient outreach.
  • Perform other duties as assigned.
Organizational Expectations:
  • Create a positive, professional, service-oriented work environment for staff, patients, and family members.
  • Work effectively as a member of the Service Center team.
  • Assume responsibility for performance of job duties in the safest possible manner.
  • Successfully complete Trinity Health's training and adhere to Trinity Health's standard of providing a high level of service and respect to internal or external customers.
  • Maintain knowledge of and comply with Trinity Health standards, policies, and procedures.
  • Maintain strict patient and employee confidentiality in compliance with Trinity Health and HIPAA guidelines.
  • Serve as a role model by demonstrating exceptional ability and willingness to take on new and additional responsibilities.
  • Use resources efficiently.
Essential Qualifications:
  • High School Diploma or GED.
  • Course work in insurance/billing, medical practice education, or seminars preferred.
  • Previous experience in a combination of patient services, medical reception, call/customer service center (medical environment), or other customer service environment.
Position Requirements (Abilities & Skills):
  • Knowledge of virtual protocols, processes, and procedures related to position responsibilities.
  • Excellent written, verbal, and face-to-face communication skills, including proper phone etiquette.
  • Proficient/knowledgeable in-patient care procedures and organizational policies related to position responsibilities.
  • Service-oriented; responsive to customer needs and courteous in approach.
  • Ability to monitor, organize, and keep work area neat.
  • Proficient in operating a standard desktop and Windows-based computer system.
  • Ability to compute mathematical calculations.
  • Sufficient knowledge of medical terminology, billing, insurance, referrals, and authorizations to perform responsibilities.
  • Ability to work collaboratively in a team-oriented environment.
  • Ability to work effectively with various levels of organizational members and diverse populations.
  • Good organizational and time management skills to effectively juggle multiple priorities and time constraints.
  • Ability to exercise sound judgement and problem-solving skills.
  • Ability to handle patient and organizational information in a confidential manner.
  • Ability to travel to other office/practice sites and meeting and training locations.
Minimum Physical Expectations:
  • Physical activity that often requires keyboarding, filing, and phone work.
  • Physical activity that often requires extensive time working on a computer.
  • Physical activity that sometimes requires walking, standing, bending, stooping, reaching, and/or twisting.
  • Physical activity that sometimes requires lifting, pushing, and/or pulling under 30 lbs.
  • Specific vision abilities required include close vision, depth perception, peripheral vision, and the ability to adjust and focus.
  • Manual dexterity sufficient to operate a keyboard, photocopier, telephone, calculator, and other office equipment.
  • Must hear and speak well enough to conduct business over the telephone or face to face for long periods of time in English.