Summary

Greet, provide information, and respond to the needs of patients, families, staff, and other visitors including appointment check-in and out, registration, explanation of benefits; collection of co-pays, assistance with way finding, or other services or resources as needed. Interact in a customer focused manner during all patient interactions. Be well versed in all device types and all steps of the revenue cycle process. Provide office support for all Patient Service Representative and clinical staff. Work cooperatively with other departments and staff/leadership to assure financial reimbursement for services. In addition, the Senior Patient Service Representative will provide training support and compliance and education requirements for the Patient Service Representative team.

Essential Job Responsibilities:

• Responsible for the duties outlined in the job description for the Patient Service Representative (job code: 2034)
  • Receive and properly respond to telephone, electronic, or face-to-face inquiries from patients or their legal representatives, including escalated issues and inquiries
• Provide training support functions as assigned:
  • Provide and update training materials and manual for new and current PSRs
  • Observe and provide back up support to new PSRs as they transition to full responsibility of their job duties
  • Provide EMR training to new employees including scheduling appointments, registration, checking patients in/out, and checking insurance benefits
  • Provide coverage and serve as the full time PSR for new off-site locations until new staff are successfully on-boarded
  • Travel to existing and new offsite locations to train on PSR job duties
  • Assist in implementation of new processes/protocols as they roll out across new locations and follow up to verify accuracy
• Provide support functions for compliance and education:
  • Participate with internal and external departments in projects involving the coordination of multiple teams involved in the implementation of enhanced business processes/system conversions
  • Attend and contribute to meetings with necessary departments to ensure admin team is up to date on billing and coding, pricing changes, ICD-10, and compliance issues, representing leadership as assigned
  • Maintain appropriate level of knowledge of revenue cycle process as well as the practice management software from vendor training and third-party education (e.g. payers, seminars, etc.)
• Provide remote and/or in person coverage for absent PSR staff
• Perform all other appropriate activities as directed and as necessary to meet the patient's needs and to achieve expected departmental and organizational outcomes
• Provide various other responsibilities and clerical/therapist support as delegated by Manager

Essential Job Qualifications (Knowledge, Education, and Training Requirements)

• Associates Degree or equivalent business classes/experience
• Minimum 12-18 months' work experience in healthcare with scheduling and/or patient financial related job duties.
• Computer experience with high accuracy level of data entry.
• Excellent telephone and customer service skills.
• Outstanding organizational, interpersonal, communication, and overall customer service skills.
• Ability to perform in a high paced environment with a positive attitude and interact with professional staff in an appropriate manner.
• Physical Demands: Able to exert up to 10 pounds of force occasionally (up to 1/3 of the time).
• Able to lift, carry, push, pull, up to 10 pounds occasionally; able to sit for the majority of the time, nut may involve brief periods of time involving walking or standing; able to use keyboard frequently (1/3 to 2/3 of the time)

Other Preferred Job Qualifications:

• Bachelor's Degree in a health-related field
• Working knowledge of ICD-10-CM and CPT coding classification systems.
• Knowledge of medical terminology and clinical rehabilitation.

Customer Service Responsibilities:

Demonstrate excellent customer service and standards of behaviors as well as encourages, coaches and monitors the same in team members. This individual should consistently promote teamwork and direct communication with co-workers and deal discretely and sensitively with confidential information

Commitment to Diversity, Equity and Inclusion

Embrace Diversity, Equity and Inclusion, by:

• Treating everyone with dignity and respect
• Opening more doors to opportunities for underrepresented cultures
• Growing talent and people
• Evaluating and eliminating disparities
• Taking action against injustices, bias and racism
• Honoring our differences and how to collaborate
• Educating staff, patients and the communities we care for
• Restoring Hope and Freedom, together

Responsibilities in Quality Improvement:

Contribute by identifying problems and seeking solutions. Promote patient/family satisfaction where possible; participate in departmental efforts to monitor and report customer service.

Reporting Relationship:

Team Lead or Manager

The above statements are intended to describe the general nature and level of work being performed by employees in this classification. If you require a reasonable accommodation to perform the essential functions of this position, you must request accommodation in writing, within 182 days after you know or should know of the need for accommodation.