Patient Service Representative

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

📋 Description

• Act as the primary point of contact for patients, healthcare providers, and the general public.

• Deliver outstanding customer service during interactions with patients, families, visitors, physicians, and staff.

• Handle incoming calls and initiate outgoing calls in accordance with customer service protocols.

• Accurately identify patients within the EMR system.

• Gather and input patient demographic and financial details while ensuring confidentiality is upheld.

• Utilize critical thinking skills to make informed decisions, address issues, or escalate concerns as needed.

• Confirm insurance eligibility through online platforms, payer websites, or phone communication.

• Manage faxes and input information into the EMR system.

• Reach out to care centers regarding urgent patient requests and ensure prompt follow-up.

• Arrange outpatient appointments.

• Create, print, and deliver patient estimates.

• Notify patients of outstanding balances, collect payments and copayments, or provide information on financial assistance.

• Respond to inquiries about insurance residuals and self-pay accounts.

• Utilize CPT codes to select codes from clinical descriptions.

• Assess out-of-network acceptance.

• Clarify billing procedures and hospital policies, providing necessary documentation.

• Update and annotate accounts following standard procedures.

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

• Educate patients on MyChart, including the activation process.

• Engage in and contribute to the development of Lean processes.

• Confirm physician orders and the purpose of visits.

• Verify multidisciplinary outpatient schedules to facilitate patient processing.

• Obtain Release of Information authorization for medical records.

• Address patient complaints and concerns, escalating them appropriately when needed.

• Provide information to physician offices and various hospital departments.

⛳️ Requirements

• High School diploma or GED (Required).

• Typing speed of 40 words per minute.

• Excellent communication, organizational, and basic computer skills.

• 1-2 years of prior experience in the service industry with an emphasis on exceptional customer service, or 1-2 years of experience in a Medical Office, or 1-2 years in a Call Center, or 1-2 years in Collections.

• Adhere to organizational, state, and federal laws and regulations regarding patient privacy and confidentiality (PHI, HIPAA, etc.).

🏝️ Benefits

• Comprehensive health insurance options.

• Retirement savings plan with employer match.

• Paid time off and holiday pay.

• Opportunities for professional development and training.