[Hiring] Patient Service Representative @OhioHealth

Role Description

The Patient Service Representative I role may be the initial point of contact for patients, physicians, and the public at large. This position provides exceptional public relations/customer service during encounters with patients, families, visitors, and Ohio Health physicians and associates. The primary responsibilities are scheduling/registration or patient billing follow-up, and identifying and executing a plan meeting the needs of the caller.

Responsibilities And Duties

• Provides exceptional customer service during every encounter with patients, families, visitors, and OhioHealth physicians and associates.
• Accept inbound calls within a specific response-to-call timeframe following customer service standards at all times.
• Makes outbound calls according to the standard work and following customer service standards.
• Accurately identifies patients in the EMR system.
• Adheres to the department Standard Work.
• Obtains and enters accurate patient demographic and financial information while maintaining patient confidentiality.
• Uses critical thinking skills to make decisions, resolve issues, or escalate concerns.
• Verifies insurance eligibility using online eligibility systems, payer websites, or by phone call.
• Processes faxes and transcribes information into the system’s EMR.
• Follows protocols for directly contacting the care centers regarding urgent patient requests and ensures timely follow-up.
• Schedules outpatient appointments.
• Generates, prints, and provides patient estimates utilizing price estimator products.
• Informs patients of any outstanding balance, collects balance and co-payment, or provides financial assistance information.
• Answers questions or concerns regarding insurance residuals and self-pay accounts.
• Uses knowledge of CPT codes to accurately select codes from clinical descriptions.
• Identifies and/or determines patient Out of Network acceptance into the organization.
• Explains billing procedures, hospital policies, and provides appropriate literature and documentation.
• Updates/notates all accounts using appropriate standard work.
• Reviews insurance information and determines need for referrals and/or financial counseling.
• Educates patients on MyChart, including activation.
• Adheres to policy and procedures.
• Participates in and contributes to the development of Lean processes.
• Complies with all organizational, state, and federal laws and regulations related to patient privacy and confidentiality (i.e., PHI, HIPAA, etc.).
• Works collectively in a professional manner.
• Confirms physician's orders/visit purpose.
• Verifies multidisciplinary patient schedules for outpatient visits to expedite patient processing.
• Obtains Release of Information authorization from patients to release medical records.
• Uses conflict resolution skills and service recovery to handle customer service concerns.
• Resolves patient complaints and concerns and, if unable to resolve, escalates appropriately.
• Provides information to physician offices and other hospital departments when needed.

Qualifications

• High School or GED (Required)
• Typing of 40 wpm, excellent communication, organization, and basic computer skills.
• 1-2 years of previous experience in the service industry with a focus on delivering exceptional customer service or
• 1-2 years previous experience in a Medical Office setting or
• 1-2 years previous experience in a Call Center or
• 1-2 years previous experience in Collections.

Requirements

• Work Shift: Day
• Scheduled Weekly Hours: 40
• Department: Patient Contact Center

Benefits

• Join us if your passion is to work in a caring environment.
• Join us if you believe that learning is a life-long process.
• Join us if you strive for excellence and want to be among the best in the healthcare industry.

Equal Employment Opportunity

OhioHealth is an equal opportunity employer and fully supports and maintains compliance with all state, federal, and local regulations. OhioHealth does not discriminate against associates or applicants because of race, color, genetic information, religion, sex, sexual orientation, gender identity or expression, age, ancestry, national origin, veteran status, military status, pregnancy, disability, marital status, familial status, or other characteristics protected by law. Equal employment is extended to all persons in all aspects of the associate-employer relationship including recruitment, hiring, training, promotion, transfer, compensation, discipline, reduction in staff, termination, assignment of benefits, and any other term or condition of employment.

Remote Work Disclaimer

Positions marked as remote are only eligible for work from Ohio.