Patient Services Representative - Outpatient (PRN)

3110 Kennestone Hospital, Inc.; United States; On-site; USD 36,000 - 48,000; Full time

Job summary

Wellstar Kennestone Hospital is seeking a Patient Representative for front desk operations, registration, scheduling and clerical support. You will ensure a compassionate, efficient patient experience, verify insurance, handle pre-certifications and authorizations, and use EPIC and OP Rehab EMR systems.

Responsibilities include answering phones, collecting demographics and payments, assisting with pre-admission plans, and coordinating with financial counselors.

Qualifications

• High school diploma or equivalent.
• Minimum 2 years of healthcare front office experience.
• Experience with insurance verification and pre-certification/authorization processes.
• Proficient data entry and strong communication skills.
• Familiarity with EPIC and OP Rehab EMR systems.

Responsibilities

• Greet patients and manage pre-registration/registration for scheduling and admissions.
• Verify insurance benefits, obtain authorizations and coordinate financial arrangements.
• Answer multi-line phone system, schedule appointments, and assist with front desk duties.
• Process patient demographics, collect payments, and maintain accurate records in EMR.
• Support multiple locations as needed and follow HIPAA and policy guidelines.

Skills

Typing

Data entry

Insurance terminology

Pre-certification/Authorization

Microsoft Office

Communication skills

Education

High school diploma or equivalent

Tools

EPIC EMR

OP Rehab EMR

Job description

How would you like to work in a place where your contributions and ideas are valued? A place where you can serve with compassion, pursue excellence and honor every voice? At Wellstar, our mission is simple, yet powerful: to enhance the health and well-being of every person we serve. We are proud to have become a shining example of what's possible when the brightest professionals dedicate themselves to making a difference in the healthcare industry, and in people's lives.

Work Shift Day (United States of America)

Looking for the flexibility of PRN work with a consistent home base? This opportunity offers variety across our locations while keeping Kennestone Hospital as your home base.

Minimum commitment: 16 hours per week

Ideal availability: 7:00 AM–5:30 PM

Home Base: Kennestone Hospital

Opportunity to support other locations based on coverage needs Marietta, Austell, and Smyrna No weekends No holidays

Functions in a customer service role and responsible for day-to-day operations of the front office area. This includes pre-registration/registration of new patients, scheduling, and general clerical support. Cross trained in all functions and processes of front desk to ensure the smooth operation of the Department. Local travel may be required. This job is typically the first point of contact and must ensure a pleasant compassionate and empathetic experience for patients and visitors. The Patient Representative interviews patients and/or their representatives to obtain complete and accurate demographic, financial and insurance information, required for billing and collecting patient accounts. Conducts intensive screening of all worker's compensation, Medicare, Medicaid and managed care patients for pre-certification requirements and provider service eligibility, prior to registration as applicable. Obtains all necessary customer consents/attestations. Maintains a working knowledge of insurance benefits and coverage verification. Coordinates the collection of estimated patient liabilities, including co-payments when applicable. Responds to customer requests and answers questions regarding various service and account information. Analyzes and rectifies customer concerns using established procedures. Uses computer to access and/or update customer confidential patient records. Must be competent in multiple clerical functions, including: answering multi-line phone system, registering returning and new patients accurately, prepare patient paperwork, verify commercial and government insurances, understand the breakdown of insurance benefits and when authorization may be required per payor requirements, able to review insurance benefits with patient, detail orientated to accurately update and maintain data entry into spreadsheets, maintain inventory of supplies and order when necessary, understand and work in EPIC and OP Rehab EMR System. Reviews and accurately verifies and post payments through EPIC and OP Rehab EMR. Follows WellStar and PAS policy for processing receipts, cash, and end of day closing of cash drawer. Must be able to effectively sort, organize, and maintain various documents to support front office functions and procedures. Refers patients to financial counselor to establish financial arrangements to reduce financial risk for WellStar, helping to ensure that WellStar is reimbursed for its services. Functions at a professional level during interaction with all customers and co-workers: Receives requests for appointments from physician’s offices and/or employers and makes the necessary pre-admission arrangements, referring to lists of dates allotted for scheduling, and advising physicians’ office staff and patients of available dates. Greet all guests with a positive and professional attitude. Arranges to have patients escorted to procedure areas and/or assigned rooms. Maintains confidentiality of patient information in accordance with WellStar policy and HIPAA regulations. Presents a well-groomed and professional image. Must follow WellStar and Outpatient Rehab Dress Code Policy. Answers incoming phone calls and routes to appropriate parties or addresses issues as directed. Assists physicians (and their office staff) as well as patients to expedite scheduling, pre registration, pre-certification and/or prior authorizations.

• Maintains courteous and cooperative working relationships with patients/families, co-workers, management, physicians, other professionals, and the general public. Demonstrates the ability to tactfully handle difficult situations.
• Obtains new medical record numbers for all new patients. Obtains all necessary signatures and is knowledgeable regarding any special forms that may be required by patient’s third party payor. Documents thorough explanatory notes on patient accounts, concerning any non-routine circumstances clarifying special billing processes. Re-verifies all information at time of registration process. Understands and applies WellStar philosophy and objectives and Rehab and PAS policies and procedures, as related to assigned duties. Understands the outpatient registration processes. Works with IT/ EMR on troubleshooting Registration interface errors. Maintains a working knowledge of the process to verify insurance coverage and benefits. Assist in verifying benefits as needed and all patients end of year. Professional and knowledgeable communication to patient regarding benefits.
• Creates charts, forms, reports and other documents on PC.

Required Minimum Education

High school diploma or equivalent

Required Minimum Experience

Previous employment record reflects work stability, as indicated by an average work tenure for previous jobs of at least one (1) year. Minimum 2 years of related experience in healthcare work setting, with exposure to front office responsibilities, insurance verification and insurance authorizations

Preferred

Required Minimum Skills Typing and data entry competency; Work with minimal direction after training; Basic computer skills; Insurance terminology and knowledge, pre-certification/authorization process, medical terminology and ICD 10 knowledge preferred; Familiarity with routine office equipment and Microsoft Office. Demonstrated professionalism, effective communication skills and active listening.

Join us and discover the support to do more meaningful work—and enjoy a more rewarding life. Connect with the most integrated health system in Georgia, and start a future that gives you more. Nationally ranked and locally recognized for our high-quality care and inclusive culture, Wellstar is one of Georgia’s largest and most integrated healthcare systems. Every day, 24,000+ of us work together to provide personalized care for patients at every age and stage of life – and our team members are the foundation of that care.

Mission, Vision & Values

At a time when the healthcare industry is changing rapidly, Wellstar remains committed to exceeding patients’ and team members’ expectations, while transforming healthcare delivery. OUR MISSION: To enhance the health and well-being of every person we serve. OUR VISION: Deliver world-class healthcare to every person, every time. OUR VALUES: We serve with compassion We pursue excellence We honor every voice Culture of Excellence Wellstar consistently receives attention and accolades from national organizations that set the standards for world-class care. Our system-wide practice of safety principles, assessing and addressing errors and seeking feedback from our patients and customers continually earns recognition for advances in safety and quality. Featured on the FORTUNE “100 Best Companies to Work For” list and Seramount 100 Best Companies list, we not only provide top-notch care for our patients, but also foster the culture of Wellstar as a Great Place to Work.