Patient Service Representative

• Serve as an initial point of contact for patients, physicians, and the public
• Provide exceptional customer service during encounters with patients, families, visitors, physicians, and associates
• Accept inbound calls and make outbound calls according to customer service standards
• Accurately identify patients in the EMR system
• Obtain and enter patient demographic and financial information while maintaining confidentiality
• Use critical thinking to make decisions, resolve issues, or escalate concerns
• Verify insurance eligibility using online systems, payer websites, or telephone
• Process faxes and transcribe information into the EMR
• Contact care centers regarding urgent patient requests and ensure timely follow-up
• Schedule outpatient appointments
• Generate, print, and provide patient estimates
• Inform patients of outstanding balances, collect balances and copayments, or provide financial assistance information
• Answer questions regarding insurance residuals and self-pay accounts
• Use CPT codes to select codes from clinical descriptions
• Determine out-of-network acceptance
• Explain billing procedures and hospital policies and provide documentation
• Update and annotate accounts using standard work
• Review insurance information and determine need for referrals or financial counseling
• Educate patients on MyChart, including activation
• Participate in and contribute to Lean process development
• Confirm physician orders and visit purposes
• Verify multidisciplinary outpatient schedules to expedite patient processing
• Obtain Release of Information authorization for medical records
• Resolve patient complaints and concerns, escalating appropriately when necessary
• Provide information to physician offices and hospital departments

• Serve as an initial point of contact for patients, physicians, and the public
• Provide exceptional customer service during patient, family, visitor, physician, and associate encounters
• Accept and make inbound and outbound calls according to customer service standards
• Accurately identify patients in the EMR system
• Obtain and enter patient demographic and financial information while maintaining confidentiality
• Verify insurance eligibility using online systems, payer websites, or telephone calls
• Process faxes and transcribe information into the EMR
• Contact care centers regarding urgent patient requests and ensure timely follow-up
• Schedule outpatient appointments
• Generate, print, and provide patient estimates
• Inform patients of outstanding balances, collect balances and copayments, or provide financial assistance information
• Answer questions regarding insurance residuals and self-pay accounts
• Select CPT codes from clinical descriptions
• Determine out-of-network acceptance
• Explain billing procedures and hospital policies
• Update and annotate accounts according to standard work
• Review insurance information and determine the need for referrals or financial counseling
• Educate patients on MyChart, including activation
• Participate in and contribute to Lean process development
• Confirm physician orders and visit purposes
• Verify multidisciplinary outpatient schedules to expedite processing
• Obtain authorization to release medical records
• Resolve patient complaints and concerns or escalate appropriately
• Provide information to physician offices and hospital departments as needed