Senior Patient Service Representative - Float Coverage

Job Title: Patient Service Representative - Float/Coverage

Primary Location : Mary Free Bed East side locations

Department : Mary Free Bed Orthotics & Prosthetics + Bionics - Saginaw, Flint, Troy and Lansing

Weekly Schedule Hours : 40 hours, Monday- Friday, No holidays or weekends

Compensation: starting at $24.94 and goes up based on experience

This role is a float/coverage role. Must have flexibility with schedule and willingness to travel. There is the ability to be remote on occasions.

Benefits provided: Mileage reimbursement, PTO, tuition reimbursement, Vision, Medical & Dental insurance, and so much more!

The Senior Patient Service Representative at Munson is responsible to greet, provide information, and respond to the needs of patients, families, staff, and other visitors at the check-in/out desk including appointment check-in and out, registration, authorization/verification of insurance(s), explanation of benefits; collection of co-pays, assistance with way finding, or other services or resources for a program specific multi-discipline department.

The person in this role must interact in a customer focused manner during referral processing, provide office support for all Scheduling and Patient Financial Services staff and work cooperatively with other departments and outpatient staff/leadership to assure financial reimbursement for outpatient 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

· Greet, provide information, and respond to the needs of patients, families, staff, and other visitors at the check-in/out desk

· Accurately collect and analyze all required demographic, insurance/financial, and clinical data elements necessary to pre-register and register all types of patients

· Coordinate/schedule initial evaluation and subsequent patient appointments for multi-disciplines based on patient needs

· Manage calls from insurance/care managers to coordinate multi discipline care for patients

· Collect any expected charge for service provided and complete timely posting of cash collections, accepting and generating appropriate receipts for monies and credit card payments received; provide financial guidance to achieve a mutually acceptable resolution of the expected self-pay balance including options of payment and charity care

· Receive and properly respond to telephone, electronic, or face-to-face inquiries from patients or their legal representatives

· 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

· Receive and properly respond to telephone, electronic, or face-to-face inquiries from patients or their legal representatives.

o May also be assigned escalated issues and inquiries

· Provide training support functions as assigned:

o Provide and update training materials for new PSR orientation

o Observe and provide back up support to new PSR’s as they transition to full responsibility of their job duties

o Provide EMR training to any new or established employee including scheduling appointments, registration, checking patients in/out, and printing reports

o Provide coverage and serve as the full time PSR for new off-site locations until new staff are successfully on-boarded

o Travel to existing and new offsite locations to train on PSR job duties

o 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:

o Participate with internal and external departments in projects involving the coordination of multiple teams involved in the implementation of enhanced business processes/system conversions

o Attend and contribute to meetings with necessary departments to ensure OP Access team is up to date on billing and CPT coding, pricing changes, ICD-10, and compliance issues, representing OP Access leadership as assigned

o 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.)

· 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

Other responsibilities:

· Provides patient care as requested by therapist:

o Transports and transfers patients observing safety precautions and good body mechanics.

· Maintains a clean and orderly workplace:

o Acquires and replaces equipment and supplies in proper place following treatment.

o Cleans and maintains equipment according to department infection control policies and procedures.

o Maintains storage and inventory of equipment and supplies.

o Maintains adequate clean linen supply and changes linen in accordance with established guidelines.

o Maintains treatment areas in a clean and orderly condition.

· Functions as patient advocate and maintains patient confidentiality.

· May order and maintain inventory as assigned by supervisor.

· Performs one or more of the following duties according to program need:

o Organizes and maintains patient chargeable equipment inventory.

o Maintains training equipment.

o Assumes patient care and clerical duties under therapist direction across all inpatient programs and/or disciplines.

· We’ll embrace all people by:

o Treating everyone with dignity and respect.

o Opening more doors to opportunity for others to succeed.

o Growing talent and people.

o Ensuring a welcoming experience for all we serve, regardless of origin, race, religion, disability, sexual orientation or socioeconomic status.

o Taking action against discrimination.

o Honoring our differences and how we collaborate.

o Educating staff, patients and the communities we care for.

o Restoring hope and freedom, together.

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.

Responsibilities in Quality Improvement

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

Essential Job Qualifications

· 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

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

Physical Requirements for Essential Job Qualification

Levels:

· None (No specific requirements)

· Occasionally (Less than 1/3)

· Frequently (1/3 to 2/3)

· Majority (More than 2/3)

Remain in a stationary position: Majority

Traverse or move around work location: Occasionally

Use keyboard: Frequently

Operate or use department specific equipment: None

Ascend/Descend equipment or ladder: None

Position self to accomplish