Patient Services Rep I

Good Shepherd Rehabilitation; Philadelphia (Philadelphia County); On-site; USD 36,000 - 60,000; Full time

Job summary

Good Shepherd Rehabilitation seeks a front desk/administrative support staff member to welcome patients, collect and verify required information, and direct inquiries to the appropriate staff.

You will support billing and medical records processes, assist with pre-registration, and help ensure smooth workflow across departments in a fast-paced clinical setting.

Qualifications

• AIDET principles applied to patient interactions.
• Strong customer service mindset and professional conduct.
• Ability to multi-task across front desk duties while maintaining accuracy.

Responsibilities

• Greet visitors and ascertain purpose of visit; direct to staff.
• Schedule, cancel and confirm patient appointments and registrations.
• Verify insurance and assist with authorizations and patient responsibility forms.

Skills

AIDET principles

Customer service

Multi-tasking

Education

High School Diploma

Associate's Degree

Tools

Sunrise Billing

Job description

• Greet visitors, ascertain purpose of visit, and direct them to appropriate staff.
• Maintain pleasant and positive disposition during every patient interaction to ensure a positive patient experience
• Instruct patients to complete documents and forms such as intake and insurance forms.
• Schedule, cancel and confirm patient appointments.
• Compile, record and archive medical charts, reports, and correspondence with confidentiality.
• Operate telephones and direct calls, emails and documents to appropriate staff.
• Transmit correspondence and medical records by mail, e-mail, or fax.
• Verify insurance via various methods (phone, internet, etc), obtain authorizations and certifications and explain patient responsibitilty forms.
• Perform financial functions with accuracy (i.e. charge entry) to ensure optimal payment for services.
• Assist billing department with insurance denials via monitoring and working worklists in the electronic medical records system
• Assists in patient care and related activities as instructed by the physical therapist, physical therapist assistant, occupational therapist, certified occupational therapist assistant or speech language pathologist.
• Manages patient interactions and implements service recovery techniques to ensure positive patient relations.
• Clean and organize work area and disinfect equipment after treatment
• Participate in daily log recording as required per site.
• Change linens, such as bed sheets and pillow cases.
• Contribute to a creative culture of daily continuous improvement

ESSENTIAL FUNCTIONS

PATIENT/CUSTOMER

Essential Accountabilities

• Ensures communication and collaboration with supervisors and fellow co-workers to serve patients and other customers to the best of his/her ability.
• Is professional in all actions and appearance
• Ensure compliance with regulatory parameters
• Uses resources wisely - as if they were one's own.
• Demonstrates understanding and ownership of how his/her role contributes to achieving the success of the Department and the Health System.
• Demonstrates a personal commitment to ensuring a clean and safe working environment.
• Anticipates patients'/customers' needs and acts accordingly.
• Works to enhance patient satisfaction
• Assist patients and families
• Analyzes problems from the customers’ point of view.
• Honors patient/customer/employee confidentiality.
• Seeks feedback on how to improve performance and offers constructive feedback, as well as.
• Applies learning for improved performance.
• Presents self professionally & demonstrates professional behavior during interactions with others
• Strives to understand and value differences in others' race, nationality, gender, age, background, experience, and style.

Customer Service Skills

• Utilizes AIDET principles to enhance communication.

PATIENT/EMPLOYEE SAFETY ACCOUNTABILITIES

Patient Care Providers

• Participates in Entity and Department wide initiatives for Patient /Employee safety
• Demonstrates an awareness of patient/ employee safety when carrying out daily responsibilities of their position.
• Validation of annual competencies required for the position

OPERATIONS

Essential Accountabilities

• Scheduling Functions
• Patient Identification
• Pre-Reg/Registration-Patient Information Updates
• Check-in Process
• Check-out Process
• Cash Collection
• Reconciliation and deposit.
• Insurance Verification Process
• Email
• Management of Medical Records
• Department Productivity and goals (site specific)
• Site Opening Function
• Site Closing Function
• Ability to Multi-Task
• Understanding Clinical Work Processes
• Involvement in Departmental Meetings
• Personal Impact
• Health System ID is worn in accordance to GSPP policy
• Ensures compliance with all applicable federal, state, and local regulatory standards (ex TJC, DOH, FDA, HIPAA, HCFA, DPW, LCGME, SCGME, etc)
• Flexible and readily adopts new processes and engages in practice operation changes

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education

• High School Diploma required
• Associate's Degree preferred

Work Experience

• Previous healthcare experience preferred

Licenses / Certifications

• Sunrise Billing system certification may be required