GFHC Patient Services Rep

Job Description

Job Description

Job Title : Patient Services Representative

Classification : Non-Exempt / Hourly

Reports To : Patient Service Supervisor

Position Type : Full-Time

Hours Worked / Shift : Monday - Friday. One Saturday a month

Summary :

Essential is the ability to provide excellent customer service to patients, patients’ family members, healthcare providers, medical staff offices, and peers. Responsibilities include pre-registration, registration, payer identification and verification, referral to financial counseling, and point of service collections. Vital functions include timely, accurate and complete data gathering and entry in the electronic medical record of patient demographic and benefit information. Verification of benefits eligibility and limitations, coordination of benefits, determination, and collection of patient’s financial responsibility at the point of service, and satisfaction of regulatory requirements. May be expected to serve in all patient registration areas including, and not limited to Goodland Regional Medical Center hospital inpatient and outpatient services (Acute Care, Emergency Room, Surgery, Lab / Rad, Therapy, etc.), Specialty Clinic and Goodland Family Health Center. The ability to communicate concisely and clearly is important.

Essential Functions :

• Schedules new & return appointments; explains registration process and provides directions to patients.
• Answers telephone in a professional, courteous manner and directs phone calls or messages to the appropriate personnel or department.
• Prioritizes work and provides prompt, efficient service to staff, patients, and visitors.
• Meets policies and procedures, QA, Safety, and Infection Control standards of the area.
• Able to delegate time within multiple units of the facility as needed.
• Performs all elements of the patient intake process with proven accuracy :
• Master Patient Index inquiries performed using established identifiers. Patient types are correctly assigned.
• Demographic information is collected / updated in the electronic medical record, including but not limited to : emergency contact, telephone numbers, and guarantor.
• Benefits are identified, verified, coordinated, and entered in the electronic medical record.
• Medicare requirements are fulfilled :
• Medicare Secondary Payer (MSP) Questionnaire is completed with the patient, stored with the account, and benefits are coordinated correctly.
• Important Message from Medicare is issued, and patient’s signature is obtained upon admission.
• Retirement dates are obtained.
• Determines and informs patient / guarantor of financial responsibility and collects at point of service, issuing receipts as appropriate.
• Appropriately documents notes and reviews notes on each account.
• Consistently provides explanations and information to the patient and obtains signatures as appropriate on the Consent to Treat and Release of Information form.
• Patient ID, insurance cards, eligibility responses, and signed consent are scanned clearly and consistently to the patient’s account.
• Consults other departments as needed to facilitate interdisciplinary approach to patient visits.
• Responsible for understanding clinic & hospital policies and communicating such to patients and families.
• Fosters positive public relations for the organization, internally and externally with all customers.
• Establishes a customer friendly environment that treats patients and families with respect and dignity and reflects positively on GRMC’s mission, vision, and values.
• Maintains a good working relationship with clinic staff, medical providers, and hospital service areas.
• Participation in in-service training as well as other opportunities for professional development as assigned by GRMC management.
• Performs all other duties as may be assigned by management staff.
• Willingness to cross-train with GRMC / GFHC billing staff as needed.

Competencies :

Position Qualifications :

Minimum Education : High school diploma or GED. Additional clerical / business training preferred.

Minimum Experience : Will consider new clerical / business school graduates. Prefer 2-3 years professional experience as receptionist or a related capacity.

Certifications / Licensures : N / A

Working Environment :

Mostly sedentary work within a medical office setting with some minor lifting and / or carrying involved in normal course of work duties. Clinic reception personnel are asked to assist in keeping work areas always clean and uncluttered to provide a positive image for incoming patients and family members.

Push / Pull :

10-25 pounds : Occasionally

25-50 pounds : Occasionally

50-100 pounds : Never

100+ pounds : Never

Lift / Carry :

0-10 pounds : Occasionally

10-20 pounds : Occasionally

20-50 pounds : Never

50-100 pounds : Never

100+ pounds : Never

Stand : Frequently

Walk : Frequently

Sit : Frequently

Squat / Kneel : Occasionally

Bend : Occasionally

Physical Demands :

Professional Requirements :

Adheres to policies, procedures, and always maintains confidentiality. Attends annual in-services completes annual education in a timely manner. Represents GRMC in a positive, professional manner on the job, electronically and in the community. Complies with all hospital policies regarding ethical business practices; communicates the mission statement & core values of GRMC both on and off the job.