Patient Services Representative - 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

PI255890001