Senior Patient Service Representative Float Coverage

Job Title: Patient Service Representative - Float/Coverage

Primary Location: Mary Free Bed East side locations

Department: Mary Free Bed Orthotics & Prosthetics Bionics - Saginaw Flint Troy and Lansing

Weekly Schedule Hours: 40 hours Monday- Friday No holidays or weekends

Compensation: starting at $24.94 and goes up based on experience

This role is a float/coverage role. Must have flexibility with schedule and willingness to travel. There is the ability to be remote on occasions.

Benefits provided: Mileage reimbursement PTO tuition reimbursement Vision Medical & Dental insurance and so much more!

The Senior Patient Service Representative at Munson is responsible to greet provide information and respond to the needs of patients families staff and other visitors at the check-in/out desk including appointment check-in and out registration authorization/verification of insurance(s) explanation of benefits; collection of co-pays assistance with way finding or other services or resources for a program specific multi-discipline department.

The person in this role must interact in a customer focused manner during referral processing provide office support for all Scheduling and Patient Financial Services staff and work cooperatively with other departments and outpatient staff/leadership to assure financial reimbursement for outpatient addition the Senior Patient Service Representative will provide training support and compliance and education requirements for the Patient Service Representative team.

Essential Job Responsibilities

Greet provide information and respond to the needs of patients families staff and other visitors at the check-in/out desk

Accurately collect and analyze all required demographic insurance/financial and clinical data elements necessary to pre-register and register all types of patients

Coordinate/schedule initial evaluation and subsequent patient appointments for multi-disciplines based on patient needs

Manage calls from insurance/care managers to coordinate multi discipline care for patients

Collect any expected charge for service provided and complete timely posting of cash collections accepting and generating appropriate receipts for monies and credit card payments received; provide financial guidance to achieve a mutually acceptable resolution of the expected self-pay balance including options of payment and charity care

Receive and properly respond to telephone electronic or face-to-face inquiries from patients or their legal representatives

Perform all other appropriate activities as directed and as necessary to meet the patients needs and to achieve expected departmental and organizational outcomes

Provide various other responsibilities and clerical/therapist support as delegated by Manager

Receive and properly respond to telephone electronic or face-to-face inquiries from patients or their legal representatives.

o May also be assigned escalated issues and inquiries

Provide training support functions as assigned:

o Provide and update training materials for new PSR orientation

o Observe and provide back up support to new PSRs as they transition to full responsibility of their job duties

o Provide EMR training to any new or established employee including scheduling appointments registration checking patients in/out and printing reports

o Provide coverage and serve as the full time PSR for new off-site locations until new staff are successfully on-boarded

o Travel to existing and new offsite locations to train on PSR job duties

o Assist in implementation of new processes/protocols as they roll out across new locations and follow up to verify accuracy

Provide support functions for compliance and education:

o Participate with internal and external departments in projects involving the coordination of multiple teams involved in the implementation of enhanced business processes/system conversions

o Attend and contribute to meetings with necessary departments to ensure OP Access team is up to date on billing and CPT coding pricing changes ICD-10 and compliance issues representing OP Access leadership as assigned

o Maintain appropriate level of knowledge of revenue cycle process as well as the practice management software from vendor training and third-party education (e.g. payers seminars etc.)

Perform all other appropriate activities as directed and as necessary to meet the patients needs and to achieve expected departmental and organizational outcomes

Provide various other responsibilities and clerical/therapist support as delegated by Manager

Other responsibilities:

Provides patient care as requested by therapist:

o Transports and transfers patients observing safety precautions and good body mechanics.

Maintains a clean and orderly workplace:

o Acquires and replaces equipment and supplies in proper place following treatment.

o Cleans and maintains equipment according to department infection control policies and procedures.

o Maintains storage and inventory of equipment and supplies.

o Maintains adequate clean linen supply and changes linen in accordance with established guidelines.

o Maintains treatment areas in a clean and orderly condition.

Functions as patient advocate and maintains patient confidentiality.

May order and maintain inventory as assigned by supervisor.

Performs one or more of the following duties according to program need:

o Organizes and maintains patient chargeable equipment inventory.

o Maintains training equipment.

o Assumes patient care and clerical duties under therapist direction across all inpatient programs and/or disciplines.

Well embrace all people by:

o Treating everyone with dignity and respect.

o Opening more doors to opportunity for others to succeed.

o Growing talent and people.

o Ensuring a welcoming experience for all we serve regardless of origin race religion disability sexual orientation or socioeconomic status.

o Taking action against discrimination.

o Honoring our differences and how we collaborate.

o Educating staff patients and the communities we care for.

o Restoring hope and freedom together.

Customer Service Responsibilities

Demonstrate excellent customer service and standards of behaviors as well as encourages coaches and monitors the same in team members. This individual should consistently promote teamwork and direct communication with co-workers and deal discretely and sensitively with confidential information.

Responsibilities in Quality Improvement

Contribute by identifying problems and seeking solutions. Promote patient/family satisfaction where possible; participates in departmental efforts to monitor and report customer service.

Essential Job Qualifications

Associates Degree or equivalent business classes/experience

Minimum 12-18 months work experience in healthcare with scheduling and/or patient financial related job duties

Computer experience with high accuracy level of data entry

Excellent telephone and customer service skills

Outstanding organizational interpersonal communication and overall customer service skills

Ability to perform in a high paced environment with a positive attitude and interact with professional staff in an appropriate manner

Preferred Job Qualifications

Bachelors Degree in a health-related field

Working knowledge of ICD-10-CM and CPT coding classification systems

Knowledge of medical terminology and clinical rehabilitation

Physical Requirements for Essential Job Qualification

Levels:

None (No specific requirements)

Occasionally (Less than 1/3)

Frequently (1/3 to 2/3)

Majority (More than 2/3)

Remain in a stationary position: Majority

Traverse or move around work location: Occasionally

Use keyboard: Frequently

Operate or use department specific equipment: None

Ascend/Descend equipment or ladder: None

Position self to accomplish the Essential Functions of the role: Frequently

Receive and communicate information and ideas for understanding: Frequently

Transport position and/or exert force:

Up to 10 pounds: Occasionally

Up to 25 pounds: Occasionally

Up to 50 pounds: Occasionally

Up to 75 pounds: Occasionally

More than 100 pounds: Occasionally

Other weight: Up to pounds

Other:

Consistent with the Americans with Disabilities Act (ADA) it is the policy of Mary Free Bed Rehabilitation Hospital to provide reasonable accommodation when requested by a qualified applicant or employee with a disability unless such accommodation would cause an undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment including the application process. If reasonable accommodation is needed please contact the Talent Acquisition team at

Mary Free Bed is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race color religion gender national origin age genetic information veteran status disability or other legally protected characte

ristic.