Patient Services Representative
2 weeks ago
We are seeking a highly skilled and detail-oriented Patient Services Representative to join our team at EvergreenHealth. As a key member of our clinical support team, you will play a vital role in ensuring seamless communication and top-notch care for our patients.
Responsibilities- Coordinate all aspects of patient scheduling, including creating initial and follow-up appointments, rescheduling, and managing self-scheduled appointments.
- Manage multi-line telephone system, directing patients with emergent/urgent symptoms to appropriate clinical staff for screening.
- Verify and set up active and contracted insurance coverage in multiple systems, educating patients on co-insurance/co-pay, self-pay, and other insurance options.
- Enroll patients on the patient portal, explaining its attributes, benefits, and recommended use.
- Request, confirm, and validate interpreter services as needed.
- Complete patient check-in process, directing and assisting patients with completion of necessary paperwork.
- Monitor group message pools and respond to patient requests, questions, and concerns within established timelines.
- Take complete and accurate messages, coordinating communication between interdisciplinary staff.
- Manage appointment queues, including future appointment orders, cancellation lists, and wait lists.
- Prepare, document, and send patient outreach communications.
- Initiate outside medical record requests, requesting materials from admissions and emergency departments, physicians, and other authorized hospital staff.
- Manage incoming referrals through clinic documentation and established tracking protocol.
- Identify and collect copayments in adherence with organizational goals.
- 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 the 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/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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