Patient Services Representative I

Good Shepherd Rehabilitation; Philadelphia (Philadelphia County); On-site; USD 36,000 - 44,000; Full time

Job summary

Good Shepherd Rehabilitation is seeking a patient services associate to greet visitors, collect forms, verify insurance, and schedule appointments. You will assist billing with denials and support patient flow in a busy rehabilitation setting.

The role requires strong communication, professionalism, and a willingness to learn Sunrise Billing processes. Prior healthcare exposure is preferred, with IDX certification being advantageous.

Qualifications

• High School Diploma required.
• Associate's Degree preferred.
• Previous healthcare experience preferred.
• IDX Certification required.
• Sunrise Billing system certification may be required.

Responsibilities

• Greet visitors, ascertain purpose of visit, and direct them to staff.
• Maintain pleasant disposition during patient interactions to ensure a positive experience.
• Instruct patients to complete intake and insurance forms.
• Schedule, cancel and confirm patient appointments.
• Compile, record and archive medical charts and correspondence with confidentiality.
• Operate phones, directing calls, emails and documents to staff.
• Transmit medical records by mail, email or fax.
• Verify insurance and obtain authorizations; explain patient responsibilities.
• Assist billing with insurance denials and process payments.
• Assist in patient care as directed by clinicians.
• Support in maintaining patient safety and confidentiality.
• Maintain clean and organized work area; disinfect equipment after treatments.
• Participate in daily log recording and site-specific tasks.
• Support in site opening/closing activities and regulatory compliance.

Skills

Customer service

Communication

Professionalism

Education

High School Diploma

Associate's Degree

Tools

Sunrise Billing system

IDX Certification

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 responsibility 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.
• Applies learning for improved performance.
• Presentс 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
• IDX Certification required
• Sunrise Billing system certification may be required