Job Description
The Patient Services Representative reflects the mission, vision, and values of NM, adheres to the organization’s Code of Ethics and Corporate Compliance Program, and complies with all relevant policies, procedures, guidelines and all other regulatory and accreditation standards.
The Patient Services Representative Performs customer service functions in the ambulatory setting, including communicating with patients and guests.
Ensures highest level of customer service is provided to the patients and company representatives in person and over the phone.
Performs patient registration activities, confirming identity and providing necessary information related to their visit.
Responsibilities :
- Communicates with patients and guests including greeting them upon arrival, confirming identity and providing necessary information related to their visit.
- Completes check-in / out functions as directed.
- Obtains and updates required patient information and completes patient registration as needed, including as necessary patient identification, patient demographic information, and verifying insurance information.
- Obtains patient consents / authorizations, including making sure consents are within the past 12 months and the insurance card is current.
- Answers phone and schedules appointments.
- Coordinates scheduling of outside testing for patients.
- Directs and documents patient calls as appropriate.
- Collects co-payments, outstanding balances and point of service payments.
- Keeps waiting area clean and comfortable.
- Informs patients of any delays or changes in appointment status and escalates to leadership excessive wait times.
- Serves as liaison between patient and practice, with other departments, and referring physicians.
- Performs all aspects of daily work in a manner which contributes to and ensures an environment of patient safety and confidentiality.
- Responds to all medical record requests from patients, insurance companies, physician offices, subpoenas, and legal requests per protocol.
- This role may support additional projects, perform administrative tasks, and other duties as assigned.
Qualifications
Required :
High School Diploma or equivalent required
Preferred :
- Previous customer service experience preferred.
- One to three years prior healthcare setting experience preferred (including but not limited to customer service-related roles)
- Experience in oncology and radiation oncology preferred.
- Medical office coding preferred.
- Associate degree
Additional Information
Northwestern Medicine is an affirmative action / equal opportunity employer and does not discriminate in hiring or employment on the basis of age, sex, race, color, religion, national origin, gender identity, veteran status, disability, sexual orientation or any other protected status.
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