Patient Support Representative

POSITION SUMMARY

Under the direct supervision of the Supervisor of Patient Support, the Patient Support Representative is responsible for the screening of all uninsured/underinsured in-house patients for possible third party reimbursement. This includes completing all applications, scheduling appointments and acting as a liaison between the third-party agency and the patient.

KEY RESPONSIBILITIES

• Each day, generate and review in-house census/referrals for all self-pays
• Screen all self-pays for determination of possible third party assistance and/or charity care. All in-house patients will be screened bedside
•  Complete 3rd party assistance applications with patient and/or family while in-house
•  Accurately predict and assist patient in obtaining all necessary documents to complete application
•  Schedule agency appointments when necessary
•  Contact and educate patient throughout application process to discuss the status and progress of the application
•  Maintain contact with any third party payer and act as a liaison between patients and any and all agencies
•  Update the patient's file and appropriate computer systems each time the account is worked
•  Assist any patient and/or hospital staff with inquiries
•  Work each patient's account at a minimum of every 10 working days
• From time to time, it may become necessary for you to travel via automobile on behalf of the company (mileage will be reimbursed). Reasons for travel include, but are not limited to:
•  Complete home and government agency visits as needed
•  Training or meetings at an RCA regional office
•  Training or meetings at an RCA contracted facility different from your assigned location
•  Complete all other duties as assigned

REQUIREMENTS

•  Ability to reflect the values of Resource Corporation of America and _____________________ hospital as it pertains to ethics and principles in daily activities. This includes:
•  Adhering to policies on appropriate access
•  Respecting patient confidentiality (please see Confidentiality Statements)
•  Reviewing and understanding Resource Corporation's code of conduct (please see Employee Handbook)
•  Proficient in utilization of appropriate office equipment, including word processing for other clerical functions as assigned
•  Utilize equipment and supplies efficiently with maximum cost effectiveness
•  Apply basic mathematical skills in fulfilling position responsibilities
•  Utilize written and verbal communication skills effectively in interactions with patients, third party payers, and any and all hospital personnel
• In collaboration with supervisors, establish priorities for work related education
•  In collaboration with supervisors, establish priorities for daily activities
•  Ensure that any problems and/or concerns are communicated to your RCA supervisor and/or upper level manager in a timely manner
•  Consistently provide outstanding service to all patients, hospital staff, co-workers, and guests
•  Display initiative to see processes through to completion and offer assistance to co-workers without being asked
•  Constantly respond to requests in a timely manner
• Maintain awareness of own limitations and seek guidance from appropriate personnel when needed
•  Actively participate in departmental committees and group meetings with focus on providing input to improve the quality of services
•  Consistently demonstrate behavior that reflects teamwork is more important than self-interest
•  Demonstrate interpersonal competencies such as problem-solving negotiation and conflict management

POSITION QUALIFICATIONS

•  College Degree or equivalent work experience in a Customer Service environment
•  Demonstrated skill in utilization of office equipment including computers
•  Must be self-motivated, dependable and reliable
•  Ability to perform all position responsibilities as indicated above