Patient Service Representative

OhioHealth; Deutschland; Vor Ort; EUR 18.096 - 22.921; Vollzeit

Zusammenfassung

OhioHealth is seeking a Patient Service Representative I to join the Patient Contact Center. You will handle inbound/outbound calls, verify patient information, schedule appointments, and assist with financial discussions and insurance questions.

Experience in medical offices, call centers, or service industries is preferred. High attention to privacy, HIPAA compliance, and accurate data entry are essential. Morning to day shifts are typical at this location.

Qualifikationen

• High School or GED required.
• Typing 40 wpm and excellent communication skills.
• 1–2 years in service industry, medical office, call center or collections.

Aufgaben

• Provide exceptional customer service with patients, families, and physicians.
• Answer inbound calls within set timeframes and follow standards.
• Identify patient in EMR accurately and verify insurance eligibility.
• Schedule outpatient appointments and handle patient financial information.

Kenntnisse

Customer service

Communication

Typing 40 wpm

Basic computer skills

Ausbildung

High School or GED

Tools

EMR system

Price estimator products

Jobbeschreibung

We are more than a health system. We are a belief system. We believe wellness and sickness are both part of a lifelong partnership, and that everyone could use an expert guide. We work hard, care deeply and reach further to help people uncover their own power to be healthy. We inspire hope. We learn, grow, and achieve more – in our careers and in our communities.

Job Description Summary

The Patient Service Representative I may be expected to perform any of the following and other duties as assigned:

Responsibilities and Duties

• Provides exceptional customer service during every encounter with patients, families, visitors and OhioHealth physicians and associates
• Accept inbound calls within a specific response‑to‑call timeframe following customer service standards at all times
• Makes outbound calls according to the standard work and following customer service standards
• Accurately identifies patient in the EMR system
• Adheres to the department Standard Work
• Obtains and enters accurate patient demographic and financial information while maintaining patient confidentiality
• Uses critical thinking skills to make decisions, resolve issues, or escalated concerns
• Verifies insurance eligibility using online eligibility system, payer websites or by phone call
• Processes faxes and transcribes information into the system’s EMR
• Follows protocols for directly contacting the care centers regarding urgent patient requests and ensures timely follow up
• Schedules outpatients appointments
• Generates, prints, and provides patient estimates utilizing price estimator products
• Informs patient of any outstanding balance, collects balance and co‑payment or provides financial assistance information
• Answers questions or concerns regarding insurance residuals and self‑pay accounts
• Uses knowledge of CPT codes to accurately select codes from clinical descriptions
• Identifies and or determines patient Out of Network acceptance into the organization
• Explains billing procedures, hospital policies and provides appropriate literature and documentation
• Updates/notates all accounts using appropriate standard work
• Reviews insurance information and determines need for referrals and/or financial counseling
• Educates patients on MyChart, including activation
• Adheres to policy and procedures
• Participates in and contributes to development of Lean processes
• Complies with all organizational, state and federal laws and regulations related to patient privacy and confidentiality (e.g., PHI, HIPAA, etc.)
• Works collectively in a professional manner
• Confirms physician’s orders/visit purpose
• Verifies multidisciplinary patient schedules for Outpatient visits to expedite patient processing
• Obtains Release of Information authorization from patients to release medical records
• Uses conflict resolution skills and service recovery to handle customer service concerns
• Resolves patient complaints and concerns and, if unable to resolve, escalates appropriately
• Provides information to physician offices and other hospital departments when needed

Minimum Qualifications

High School or GED (Required)

Additional Job Description

Typing of 40 wpm, excellent communication, organization, and basic computer skills.

Experience

• 1–2 years of previous experience in the service industry with a focus on delivering exceptional customer service
• 1–2 years of previous experience in a Medical Office setting
• 1–2 years of previous experience in a Call Center
• 1–2 years of previous experience in Collections

Work Shift: Day

Scheduled Weekly Hours: 40

Department: Patient Contact Center

Remote Work Disclaimer: Positions marked as remote are only eligible for work from Ohio.

Equal Employment Opportunity OhioHealth is an equal opportunity employer and fully supports and maintains compliance with all state, federal, and local regulations. OhioHealth does not discriminate against associates or applicants because of race, color, genetic information, religion, sex, sexual orientation, gender identity or expression, age, ancestry, national origin, veteran status, military status, pregnancy, disability, marital status, familial status, or other characteristics protected by law. Equal employment is extended to all person in all aspects of the associate‑employer relationship including recruitment, hiring, training, promotion, transfer, compensation, discipline, reduction in staff, termination, assignment of benefits, and any other term or condition of employment.