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 inbound and outbound calls in accordance with customer service protocols.

• Accurately identify patients within the EMR system.

• Collect and input patient demographic and financial details while ensuring confidentiality.

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

• Confirm insurance eligibility using online platforms, payer websites, or phone communications.

• Manage faxes and transcribe information into the EMR system.

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

• Arrange outpatient appointments.

• Generate, print, and provide patients with cost estimates.

• Inform patients about outstanding balances, collect payments and copayments, and offer financial assistance information.

• Address inquiries related to insurance residuals and self-pay accounts.

• Accurately select CPT codes based on clinical descriptions.

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

• Clarify billing procedures and hospital policies to patients.

• Update and annotate accounts following standard operating procedures.

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

• Educate patients on using MyChart, including the activation process.

• Engage in and contribute to Lean process improvement initiatives.

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

• Confirm physician orders and the purposes of visits.

• Verify outpatient schedules across multiple disciplines to facilitate patient processing.

• Acquire release-of-information authorizations from patients.

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

• Resolve patient complaints and concerns or escalate as appropriate.

• Provide information to physician offices and hospital departments as required.

⛳️ Requirements

• High school diploma or GED is mandatory.

• Minimum typing speed of 40 words per minute.

• Exceptional communication skills.

• Strong organizational abilities.

• Basic computer proficiency.

• 1–2 years of relevant experience in the service industry with a focus on exceptional customer service, or experience in medical offices, call centers, or collections.

• Capacity to maintain patient confidentiality and adhere to PHI and HIPAA regulations.

• Familiarity with CPT codes.

• Proficiency in verifying insurance eligibility and processing patient billing information.

• Ability to navigate EMR systems.

• Competence in using online eligibility systems, payer websites, MyChart, and pricing estimation tools.

• Availability to work day shifts.

• Remote work limited to individuals authorized in Ohio.

🏝️ Benefits

• Ability to work from home within Ohio.

• Full-time schedule with 40 hours per week.

• Opportunities for learning and professional growth.

• Supportive and professional healthcare setting.

• Access to tools and resources necessary for fulfilling the organization's mission.

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