Patient Services Representative I - Good Shepherd Rehabilitation Network

• JOB SUMMARY
  • Greet visitors, ascertain purpose of visit, and direct them to appropriate staff.

  • Maintain pleasant and positive disposition during every patient interaction to ensure a positive patient experience

  • Instruct patients to complete documents and forms such as intake and insurance forms.

  • Schedule, cancel and confirm patient appointments.
  • Compile, record and archive medical charts, reports, and correspondence with confidentiality.
  • Operate telephones and direct calls, emails and documents to appropriate staff.
  • Transmit correspondence and medical records by mail, e-mail, or fax.
  • Verify insurance via various methods (phone, internet, etc), obtain authorizations and certifications and explain patient responsibility forms.
  • Perform financial functions with accuracy (i.e. charge entry) to ensure optimal payment for services.

  • Assist billing department with insurance denials via monitoring and working worklists in the electronic medical records system

  • Assists in patient care and related activities as instructed by the physical therapist, physical therapist assistant, occupational therapist, certified occupational therapist assistant or speech language pathologist.
  • Manages patient interactions and implements service recovery techniques to ensure positive patient relations.
  • Clean and organize work area and disinfect equipment after treatment
  • Participate in daily log recording as required per site.
  • Change linens, such as bed sheets and pillow cases.

  • Contribute to a creative culture of daily continuous improvement

• ESSENTIAL FUNCTIONS
  • PATIENT/CUSTOMER
    • Essential Accountabilities
      • Ensures communication and collaboration with supervisors and fellow co-workers to serve patients and other customers to the best of his/her ability.
      • Is professional in all actions and appearance
      • Ensure compliance with regulatory parameters
      • Uses resources wisely – as if they were one’s own.
      • Demonstrates understanding and ownership of how his/her role contributes to achieving the success of the Department and the Health System.
      • Demonstrates a personal commitment to ensuring a clean and safe working environment.
      • Anticipates patients’/customers’ needs and acts accordingly.
      • Works to enhance patient satisfaction
      • Assist patients and families
      • Analyzes problems from the customers’ point of view.
      • Honors patient/customer/employee confidentiality.
      • Seeks feedback on how to improve performance and offers constructive feedback, as well.
      • Applies learning for improved performance.
      • Presents self professionally & demonstrates professional behavior during interactions with others
      • Strives to understand and value differences in others’ race, nationality, gender, age, background, experience, and style.
      • Customer Service Skills
      • Utilizes AIDET principles to enhance communication.
  • PATIENT/EMPLOYEE SAFETY ACCOUNTABILITIES
    • Patient Care Providers
      • Participates in Entity and Department wide initiatives for Patient /Employee safety
      • Demonstrates an awareness of patient/ employee safety when carrying out daily responsibilities of their position.
      • Validation of annual competencies required for the position
  • OPERATIONS
    • Essential Accountabilities
      • Scheduling Functions
      • Patient Identification
      • Pre-Reg/Registration-Patient Information Updates
      • Check-in Process
      • Check-out Process
      • Cash Collection
      • Reconciliation and deposit.
      • Insurance Verification Process
      • Email
      • Management of Medical Records
      • Financial Counselor
      • Department Productivity and goals (site specific)
      • Site Opening Function
      • Site Closing Function
      • Ability to Multi-Task
      • Understanding Clinical Work Processes
      • Attendance/Time Management
      • Involvement in Departmental Meetings
      • Personal Impact
      • Health System ID is worn in accordance to GSPP policy

      • Ensures compliance with all applicable federal, state, and local regulatory standards (ex TJC, DOH, FDA, HIPAA, HCFA, DPW, LCGME, SCGME, etc)

      • Flexible and readily adopts new processes and engages in practice operation changes

• QUALIFICATIONS:
  • To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
    
    • Education
      • High School Diploma required
      • Associate's Degree preferred
    • Work Experience
      • Previous healthcare experience preferred
    • Licenses / Certifications
      • IDX Certification required
      • Sunrise Billing system certification may be required

PI250715124