Patient Service Representative

10 Mary Free Bed Rehabilitation Hospital; Norton Shores (MI); On-site; USD 23,000 - 32,000; Full time

Job summary

Mary Free Bed Rehabilitation Hospital is seeking a frontline patient access representative to greet visitors, collect demographics and insurance information, and coordinate scheduling for multi-disciplinary evaluations. You will support check-in/out, explain benefits, and assist with payments and financial guidance.

This role emphasizes courteous service and teamwork in a high-paced hospital setting. The position requires strong communication and data-entry accuracy, with preferred associates or

Qualifications

• GED or Diploma; Associates degree preferred; Computer experience with high accuracy 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.

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 patient’s needs and to achieve expected departmental and organizational outcomes.
• Provide various other responsibilities and clerical/therapist support as delegated by Manager.

Skills

Customer service

Data entry accuracy

Telephone skills

Interpersonal skills

Organizational skills

Education

GED or Diploma

Associates degree preferred

Tools

EMR systems

Microsoft Office

Job description

Hours

8 hour shift during the Hours of Operation: 7:00A-6:30P Mon-Thurs, 7:00A-5:30P Friday

Mary Free Bed Summary

We have the great privilege of helping patients and families re-build their lives. It's extraordinarily meaningful work and the reason we greet the day with optimism and anticipation. When patients Ask for Mary, they experience a culture that has been sculpted for more than a century. Our hallmark is to carefully listen to patients and innovatively serve them. This is true of every employee, from support staff and leadership, to clinicians and care providers.

Mission Statement

Restoring hope and freedom through rehabilitation.

Employment Value Proposition

At Mary Free Bed, we take pride in our values-based culture: Focus on Patient Care. A selfless drive to serve and heal connects all MFB employees. Clinical Variety and Challenge. An inter-disciplinary approach and a top team of professionals create ever-changing opportunities and activities. Family Culture. We offer the stability of a large organization while nurturing the family/team atmosphere of a small organization. Trust in Each Other. Each employee knows that co-workers can be trusted to make the right decision for our family, patients, staff, and community. A Proud Tradition. Years of dedicated, quality service to our patients and community have yielded a reputation that fills our employees with pride.

Summary

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. Interact in a customer focused manner during referral processing. Provide office support for all Scheduling and Patient Financial Services staff. Work cooperatively with other departments and outpatient staff/leadership to assure financial reimbursement for outpatient services.

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 patient’s needs and to achieve expected departmental and organizational outcomes
• Provide various other responsibilities and clerical/therapist support as delegated by Manager

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

• Minimum of the GED/Diploma, Associates degree preferred 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

• Bachelor’s Degree in a health-related field
• Minimum 12-18 months’ work experience in healthcare with scheduling and/or PFS related job duties.
• 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: None 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: Up to 50 pounds: Up to 75 pounds: More than 100 pounds: Other weight: Up to___ pounds: Other: None

Compensation

Based on experience, starting from $19.50

The above statements are intended to describe the general nature and level of work being performed by employees in this classification. If you require a reasonable accommodation to perform the essential functions of this position, you must request accommodation in writing, within 182 days after you know or should know of the need for accommodation. 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 characteristic. At Mary Free Bed, we work towards putting everybody in motion. Fueled by our passion for innovative, integrated rehabilitation care, our teams work together to elevate everyone’s potential. Whether you're here to ensure a safe environment at our hospitals, provide clinical care or help our patients navigate their next appointment, we're united by the same mission: to restore hope and freedom through rehabilitation. Everyone plays an integral role in defining a better future for ourselves, our patients, and our communities. You included.