Patient Services Representative - Waynesville Clinic | Full Time, Day Shift

LE01 Phelps County Regional Medical Center; United States; On-site; USD 2,066,000 - 2,893,000; Full time

Job summary

Phelps Health in Rolla, MO, seeks a Patient Services Representative to be the first point of contact, welcoming patients, handling registration, appointment scheduling, insurance verification, and portal navigation across the care journey.

The role requires attention to detail, strong customer service, and HIPAA compliance, with a background in office or call center work preferred. Candidates must have a High School Diploma or GED and be proficient with basic computer systems.

Qualifications

• Six months of office and/or call center, customer service or healthcare experience preferred.
• Proficiency in data entry and basic computer systems.
• American Heart Association, Basic Life Support certification required.

Responsibilities

• Create a welcoming and efficient environment for patients, addressing their needs and guiding them through the initial steps of care.
• Collect accurate demographic information and enter it into the system; update records as needed.
• Verify patients' insurance coverage and benefits; obtain pre-authorizations or referrals as required.
• Explain insurance benefits and financial responsibilities to patients; collect co-pays and balances.
• Assist patients with navigating and using the online patient portal; maintain HIPAA compliance.

Skills

Customer service

Communication skills

HIPAA privacy knowledge

Education

High School Diploma or GED

Job description

Phelps Health is a 2000-employee-strong hospital and healthcare system serving the heart of small-town Missouri. No matter where you start with us, we’re committed to taking our team to the top. If you’re ready for the challenge of providing life‑saving care or supporting those who do, read on to find your fit in the Phelps Health family.

General Summary

Patient Services Representative responsibilities include a wide range of duties aimed at facilitating patient access to healthcare services. These responsibilities generally involve patient registration, appointment scheduling, insurance verification, and providing information and support to patients. Patient Services Representative in particular, are often the first point of contact for patients, greeting them, collecting necessary information, and guiding them through the initial stages of their healthcare experience.

Essential Duties and Responsibilities

• Creating a welcoming and efficient environment for patients, addressing their needs, and providing support throughout the initial stages of their healthcare journey.
• Collect accurate demographic information (e.g., name, address, phone number, date of birth, insurance information) and enter it into the system.
• Update existing patient records with any changes.
• Obtains applicable consents and any required form(s) from patient.
• Verify patients' insurance coverage by contacting insurance providers or EHR Real Time Eligibility, or using online verification systems and ensuring the correct coverage is on the patient’s account.
• Ensure necessary pre‑authorizations or referrals for services are obtained.
• Explain insurance benefits and financial responsibilities to patients.
• Provide exceptional customer service by answering phones promptly and professionally, addressing concerns, and providing information.
• Adhere to all HIPAA regulations and maintain patient confidentiality.
• Collect co‑pays, deductibles, co‑insurance, and balance payments in accordance with hospital policy.
• Assures hospital compliance with all regulatory agency requirements.
• Maintains work queues to ensure efficient claims processing, patient satisfaction, and organizational financial health.
• Assists patients with navigating and using the online patient portal.
• Be flexible and adaptive as work assignments and area may shift based on business needs and priorities.

Education

High School Diploma or GED required.

Work Experience

Six months of office and/or call center, customer service or healthcare experience preferred.

Knowledge of computers and other standard office equipment required

Proficiency in data entry preferred.

Certification/License

American Heart Association, Basic Life Support certification required.

Mental/Physical Requirements

Ability to concentrate, pay close attention to detail and perform duties under time restrictions. Normal mental concentration on variable operations for short periods of time and moderate concentration with repetitive operations for long periods of time. Work involves extensive use of computer with frequent interruptions. Ability to stand, walk, sit and reach. Must be able to assist and transport patients in wheel chairs. Ability to lift 10lbs required.

Working Conditions

The standard office conditions with more than average noise. Periodic contact with conditions such as fumes, noise, chemicals, hazards, and/or diseases. Ability to work shifts is required.

At Phelps Health, we think we have a better team, benefits, and opportunities for growth than anyone else around, and we invite you to see for yourself!

Phelps Health serves over 200,000 residents in south-central Missouri. Phelps Health is county‑owned, non‑tax supported and is overseen by a five‑member elected board. Phelps Health employs more than 1,900 people, including 100‑plus providers. Phelps Health, which includes a hospital licensed for 240 patient beds, serves a six‑county area, with its main campus and several clinics located in Rolla, Missouri. Phelps Health also has clinics in Salem, St. James, Vienna and Waynesville, Missouri.