Patient Services Representative
2 weeks ago
As a Patient Services Representative at EvergreenHealth, you will play a vital role in ensuring seamless communication and top-notch care for our patients. You will be the primary point of contact for patients in a clinical environment, coordinating all aspects of patient scheduling, registration, and billing. Your excellent interpersonal communication skills, problem-solving abilities, and professionalism will make you an asset to our team.
Responsibilities:- Coordinate patient scheduling, registration, and billing processes to ensure accurate and timely completion.
- Manage multi-line telephone system, responding to patient inquiries and directing them to appropriate clinical staff as needed.
- Verify and update patient insurance coverage, ensuring accurate and up-to-date information.
- Enroll patients on our patient portal, explaining its attributes, benefits, and recommended use.
- Request and confirm interpreter services as needed.
- Complete patient check-in process, directing and assisting patients with completion of necessary paperwork.
- Monitor and respond to patient messages, questions, and concerns in a timely and professional manner.
- Coordinate emergent or add-on patient care requests with clinical team and provider.
- Manage appointment queues, ensuring efficient and effective use of time.
- Prepare and send patient outreach communications as needed.
- Initiate outside medical record requests, requesting materials from admissions and emergency departments, physicians, and other authorized hospital staff.
- Manage incoming referrals, facilitating communication between the clinic, patient, and insurance company as required.
- Identify and collect copayments in adherence with organizational goals.
- Cultivate a culture of community by supporting new staff training and maintaining a positive work environment.
- Monitor and maintain tidy patient waiting and staff work areas in accordance with infection control standards and safety protocols.
- Perform other duties as assigned.
- High School diploma or equivalent.
- 1 year of experience in a customer service role.
- Excellent interpersonal communication skills, including the capacity to communicate with a diverse range of individuals and dispositions.
- Ability to problem solve, stay calm under pressure, and present oneself in a pleasant and professional manner when responding to inquiries from EH staff and patients.
- Strong written communication skills, including ability to spell accurately and write legibly.
- Ability to work independently, show initiative, and work productively within a team environment.
- Actively listen to and validate patient conversations, employing de-escalating techniques as appropriate.
- Ability to prioritize multiple tasks and access, analyze, and apply concepts associated with protocols, policy, and guidelines.
- Keyboarding skills and working knowledge of Windows-based software systems.
- Previous experience in a medical reception or similar administrative role.
- Knowledge of basic medical terminology and common medications.
- Knowledge and experience accessing and verifying insurance coverage, including Real Time Eligibility (RTE) Payer/Insurance Portals.
- Electronic Medical Record (EMR) experience, preferably Epic.
- Familiarity with HIPAA and other health industry compliance standards.
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