Patient Service Representative

OhioHealth; United States; Remote; USD 35,000 - 52,000; Full time

Job summary

OhioHealth is seeking a Patient Service Representative I to be the first point of contact for patients and the public. You will handle scheduling, registration, and billing follow-up while maintaining top-tier customer service.

The role requires strong communication skills, the ability to enter accurate data, and a commitment to patient privacy. Day shifts with full-time hours are available; prior experience in a medical office or call center is preferred.

Qualifications

• Experience delivering exceptional customer service in a professional setting.
• Strong communication and organizational skills.
• Typing speed 40 wpm or faster.
• Ability to work in a high-volume call center or front-desk environment.

Responsibilities

• Provide exceptional customer service during encounters with patients, families, visitors and OhioHealth associates.
• Answer inbound calls and make outbound calls following standard customer service protocols.
• Identify patient in the EMR system and verify demographics and insurance information.
• Explain billing procedures and assist with financial counseling as needed.
• Schedule outpatient appointments and provide patient estimates using price estimator tools.
• Educate patients on MyChart and activation steps.
• Maintain patient confidentiality in accordance with HIPAA and privacy regulations.

Skills

Customer service

Phone etiquette

Effective communication

Typing speed

Education

High school diploma or GED

Tools

EMR system

Job description

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 role may be the initial point of contact for patients, physicians, and the public at large. This position provides exceptional public relations/customer service during encounters with patients, families, visitors and OhioHealth physicians and associates. The primary responsibilities are scheduling/registration or patient billing follow up, and identify and execute a plan meeting the needs of the caller.

Responsibilities And Duties:

• as assigned:
• 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 time
• Makes outbound calls with according to the standard work and following customer service standards.
• Accurately identifies patient in the EMR system.
• Adhere 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 escape concerns
• Verifies insurance eligibility using online eligibility system, payer websites or by phone call
• Processes faxes and transcribes information into the system’s EMR.
• Follow protocols for directly contacting the care centers regarding urgent patient requests and ensure timely follow up
• Schedules outpatients appointments
• Generates, prints, and provides patient estimates utilizing price estimator products
• Inform patient of any outstanding balance, collect balance and co-payment or provide 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
• Update/notate all accounts using appropriate standard work
• Reviews insurance information and determines need for referrals and/or financial counseling.
• Educates patients on MyChart, including activation
• Adhere to policy and procedures
• Participate in and contribute to development of Lean processes.
• Complies with all organizational, state and federal laws and regulations related to patient privacy and confidentiality (ie. PHI, HIPAA, etc.)
• Work 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
• Resolve patient complaints and concerns and, if unable to resolve, elevate 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.

KIND and LENGTH of EXPERIENCE

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

Work Shift:

Day

Scheduled Weekly Hours :

40

Department

Join us!
... if your passion is to work in a caring environment
... if you believe that learning is a life-long process
... if you strive for excellence and want to be among the best in the healthcare industry

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

Remote Work Disclaimer:

Positions marked as remote are only eligible for work from Ohio.

OhioHealth is a leading, not-for-profit health system in Ohio, comprising over 15 hospitals and 200 care sites, dedicated to improving community health.

Hospitals and Health Care

Company size 10,001+ employees

Company type Nonprofit Founded 1891

Total funding 0 Grant

Momentum

Team growth

Momentum

6% in 12 mo

15,209 employees on LinkedIn

Mar 22 May 26

Employee experience

What it’s like inside

3.6
1,742 reviews

78% would recommend

Culture & values

Culture & values 3.7

Work-life balance

Work-life balance 3.5

Career opportunities

Career opportunities 3.7

Compensation & benefits 3.4

Capital

Funding history

Grant - Parkinson's Foundation

Jul 2023

Footprint

Where they work