Patient Service Representative

This is a fully remote position, open to applicants in Ohio.

📋 Description

• Deliver outstanding customer service to patients, their families, visitors, healthcare professionals, and team members.

• Handle incoming calls within designated response timeframes.

• Make outbound calls in accordance with established protocols.

• Accurately identify patients within the EMR system.

• Collect and input precise patient demographic and financial details.

• Confirm insurance eligibility via online platforms, payer websites, or telephone.

• Manage faxes and transcribe data into the EMR.

• Communicate with care centers regarding urgent patient requests and ensure prompt follow-up.

• Schedule outpatient appointments efficiently.

• Create and share patient estimates.

• Notify patients of pending balances and collect due balances and co-payments.

• Provide information regarding financial assistance.

• Address inquiries about insurance residuals and self-pay accounts.

• Accurately select CPT codes based on clinical descriptions.

• Assess patient acceptance for out-of-network services.

• Clarify billing procedures and hospital policies to patients.

• Update and annotate accounts following appropriate standard procedures.

• Review insurance details and ascertain the necessity for referrals or financial counseling.

• Educate patients on MyChart, including activation processes.

• Engage in and contribute to Lean process development initiatives.

• Adhere to organizational, state, and federal regulations pertaining to patient privacy and confidentiality.

• Confirm physician orders and the purposes of visits.

• Verify multidisciplinary outpatient schedules to streamline patient processing.

• Acquire Release of Information authorizations.

• Address customer service issues using conflict resolution and service recovery techniques.

• Resolve or appropriately escalate patient complaints and concerns.

• Provide information to physician offices and various hospital departments.

⛳️ Requirements

• High school diploma or GED is required.

• Minimum typing speed of 40 words per minute.

• Exceptional communication abilities.

• Strong organizational skills.

• Basic proficiency in computer usage.

• 1–2 years of prior experience in service industries focused on outstanding customer service, or experience in medical offices, call centers, or collections.

• Ability to proficiently use an EMR system.

• Capability to verify insurance eligibility.

• Familiarity with CPT codes.

• Commitment to maintaining patient confidentiality and adhering to PHI and HIPAA regulations.

• Proficiency in applying conflict resolution and service recovery techniques.

• Willingness to work 40 scheduled hours per week during day shifts.

• Must reside in Ohio.

🏝️ Benefits

• Work-from-home opportunity available for residents of Ohio.

• Recognized as a Great Place to Work Certified™ organization.

• Enjoy a supportive and professional work environment.

• Access to limitless opportunities for learning and professional growth.

• Utilize tools and resources to fulfill the organization’s mission.