Patient Service Representative

Job Title

Provides assistance, guidance and direction to visitors and patients. Provides information to patients concerning regulatory requirements. Provides estimated costs and patient responsibility, facilitating collection of co-pay, deductible and private pay balances. Responsible for the complete and accurate collection of patient demographic and financial information for the purpose of establishing the patient and service specific record for claims processing and maintenance of an accurate electronic medical record. Schedules, registers and check-in patients for both scheduled and walk-in Radiology exams. Uses departmental information systems to track and retrieve data. Problem solving and resolution of patient account issues. Routinely interacts with technical, physician and other support staff, as well as patients.

Essential Functions And Responsibilities

Maintains good rapport and cooperative relationships. Approaches conflict in a constructive manner. Helps to identify problems, offer solutions, and participate in their resolution.

Maintains the confidentiality of information acquired pertaining to patient, physicians, colleagues, and visitors to Trinity Health.

Discusses patient and hospital information only among appropriate personnel in appropriately private places.

Assists and directs visitors, patients and deliveries to appropriate areas. Answers routine questions; provides basic information and assistance with departmental procedures.

Performs patient registration by interviewing patient or patient's representative to obtain patient demographics such as name, address, birth date, physician's name, and insurance company information related to payment of hospital bills. Completes related forms and records and enters information into computerized systems.

Determines appropriate payment required at point of registration (deposits, co-pays, minimum charges and non-covered services.)

Collects payment at time of registration.

Verifies procedural and diagnosis codes submitted by service departments and physicians to assure accuracy for claims submission.

Communicates with patients their financial responsibility, benefit and authorization status prior to clinical services.

Obtains patient liability acknowledgment, explains the purpose and obtains signatures. Schedules and arranges patient appointments for diagnostic tests, etc. following established scheduling guidelines and procedures.

May receive and respond to requests for release or verification of information. Locates orders and retrieves requested data from files.

Maintains logs of work activities.

Works various reports to ensure accuracy and completion of claims. Utilizes Scheduling Booking Reports, Stop/Go Reports, Schedules, to facilitate daily patient activity and flow in support of the clinical departments.

Analyze completeness and accuracy of records on these reports proactively and take action as appropriate.

Assists patients or physician office staff by referring to the appropriate sources of information.

Demonstrates team-player abilities and seamless service to patients. Maintains competency by participating in on site and external training opportunities.

Utilize skills gained from training sessions to improve and enhance their work processes and customer interactions.

Guest relations skills and an awareness of the importance of role as first contact for patients within the hospital system.

Analytical skills to gather and interpret insurance data, maintain moderately complex records, and compile and calculate billing and statistical figures. Organizational skills to prioritize multiple tasks, meet deadlines, and adapt quickly to changes and interruptions.

Required Education, Experience And Certification/Licensure

Education:

• Requires a high school diploma or equivalent.

Experience:

Certification/Licensure:

Our Commitment

Rooted in our Mission and Core Values, we honor the dignity of every person and recognize the unique perspectives, experiences, and talents each colleague brings. By finding common ground and embracing our differences, we grow stronger together and deliver more compassionate, person-centered care. We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other status protected by federal, state, or local law.