Patient Service Representative Float Pool Specialist
4 weeks ago
This position is responsible for providing exceptional patient service and support within Intermountain Healthcare's policies and procedures. The Patient Service Representative Float Pool Specialist will be responsible for billing, follow-up, and resolving issues that delay or prevent payment of the patient's account.
Key Responsibilities:
1. Greet patients, answer phones, take messages, return calls, and provide needed information while documenting all phone calls accurately and completely in the electronic medical record (EMR).
2. Schedule patient appointments for visits, procedures, diagnostic tests, referrals, and/or consultations.
3. Register patients, confirm, enter, and/or update all required demographic data on patient and guarantor on registration system. Follow procedures when identifying patients.
4. Obtain copies of insurance cards, forms of ID, and signature(s) on all required forms. Verify information on appropriate accounts to determine insurance coordination of benefits, pre-certification/prior-authorization. Complete the Medicare Secondary Payer (MSP) questionnaire when applicable. Verify insurance to determine coordination of benefits and obtains authorization and/or referrals as required. Screens for non-covered services and waiver of liability (ABN) through automated screening at time of service.
5. Inform self-pay patients of liability due and prepayment requirements. Prepare estimate of procedures, calculates advance payment requirements on previous or bad debt and current balances. Refer potentially eligible patients to financial counseling and/or contract eligibility vendor(s). Refer complex or non-compliant patient financial issues to Clinic Manager or Revenue Service Center.
6. Collect patient payments and provide accurate receipt. Posts payments in system. Reconciles receipts with cash collected and complete required balancing forms. Documents patient account notes for all interactions/transactions.
7. Maintain department and/or individual work queues and reports as required.
8. Prepare medical records for patient appointments by compiling information from various sources to include authorizations and non-Epic documentation. Accurately scans medical records as required for Medical Group or specialty office.
9. Promote mission, vision, and values of SCL Health, and abide by service behavior standards.
10. Perform other duties as assigned.
Requirements:
1. One year of customer service experience involving interactions with customers in person and by phone.
2. Professional manner and strong interpersonal and communication skills.
3. Demonstrated basic computer skills and data entry.
Preferred Qualifications:
1. High school diploma or GED required.
This position requires regular attendance to perform work on site during regularly scheduled business hours or scheduled shifts. Excellent customer service skills, in person and via telephone, are required. Ability to work in a fast-paced environment, multitask, and maintain confidential information is also necessary. The employee's dependability in reporting for work as scheduled and on-time is crucial. The physical requirements of this position include interacting with others, operating computers and other office equipment, seeing and reading computer monitors and documents, and remaining sitting or standing for long periods of time to perform work on a computer, telephone, or other equipment. May require lifting and transporting objects and office supplies, bending, kneeling, and reaching.
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