Senior Patient Service Representative - Coverage

maryfreebed; Grand Rapids (MI); On-site; USD 42,000 - 52,000; Full time

Job summary

Mary Free Bed is seeking a Senior Patient Service Representative to greet and assist patients, families, staff, and visitors at the check-in/out desk. You will collect eligibility and demographic data, verify insurance, and support scheduling across multiple disciplines.

The role emphasizes customer-focused communication and coordination with Patient Financial Services teams. You'll provide EMR training to new staff, support off-site locations, and help ensure accurate financial reconciliation

Qualifications

• Greet, provide information, and respond to the needs of patients, families, staff, and other visitors.
• Accurately collect and analyze all required demographic, insurance/financial, and clinical data elements necessary to pre-register and register patients.
• Coordinate/schedule initial evaluation and subsequent patient appointments for multi-disciplines based on patient needs.

Responsibilities

• Greet, provide information, and respond to the needs of patients, families, staff, and other visitors at the check-in/out desk.
• Accurately collect and analyze all required demographic, insurance/financial, and clinical data elements necessary to pre-register and register all types of patients.
• Coordinate/schedule initial evaluation and subsequent patient appointments for multi-disciplines based on patient needs.
• Manage calls from insurance/care managers to coordinate multi discipline care for patients.
• Collect any expected charge for service provided and post cash receipts and payments; discuss self-pay options.

Job description

Hours: 8 hour shift during the Hours of Operation: 7:00A-6:30P Mon-Thurs, 7:00A-5:30P Friday

Mary Free Bed Summary

We have the great privilege of helping patients and families re-build their lives. It's extraordinarily meaningful work and the reason we greet the day with optimism and anticipation. When patients "Ask for Mary", they experience a culture that has been sculpted for more than a century. Our hallmark is to carefully listen to patients and innovatively serve them. This is true of every employee, from support staff and leadership, to clinicians and care providers.

Mary Free Bed is a not-for-profit, nationally accredited rehabilitation hospital serving thousands of children and adults each year through inpatient, outpatient, sub-acute rehabilitation, orthotics and prosthetics and home and community programs. With the most comprehensive rehabilitation services in Michigan and an exclusive focus on rehabilitation, Mary Free Bed physicians, nurses and therapists help our patients achieve outstanding clinical outcomes. The growing Mary Free Bed Network provides patients throughout the state with access to our unique standard of care.

Mission Statement

Restoring hope and freedom through rehabilitation.

Employment Value Proposition

• Focus on Patient Care. A selfless drive to serve and heal connects all MFB employees.
• Clinical Variety and Challenge. An inter-disciplinary approach and a top team of professionals create ever-changing opportunities and activities.
• Family Culture. We offer the stability of a large organization while nurturing the family/team atmosphere of a small organization.
• Trust in Each Other. Each employee knows that co-workers can be trusted to make the right decision for our family, patients, staff, and community.
• A Proud Tradition . Years of dedicated, quality service to our patients and community have yielded a reputation that fills our employees with pride.

Summary

Greet, provide information, and respond to the needs of patients, families, staff, and other visitors at the check-in/out desk including appointment check-in and out, registration, authorization/verification of insurance(s), explanation of benefits; collection of co-pays, assistance with way finding, or other services or resources for a program specific multi-discipline department. Interact in a customer focused manner during referral processing. Provide office support for all Scheduling and Patient Financial Services staff. Work cooperatively with other departments and outpatient staff/leadership to assure financial reimbursement for outpatient services. In addition, the Senior Patient Service Representative will provide training support and compliance and education requirements for the Patient Service Representative team.

Essential Job Responsibilities

• Greet, provide information, and respond to the needs of patients, families, staff, and other visitors at the check-in/out desk
• Accurately collect and analyze all required demographic, insurance/financial, and clinical data elements necessary to pre-register and register all types of patients
• Coordinate/schedule initial evaluation and subsequent patient appointments for multi-disciplines based on patient needs
• Manage calls from insurance/care managers to coordinate multi discipline care for patients
• Collect any expected charge for service provided and complete timely posting of cash collections, accepting and generating appropriate receipts for monies and credit card payments received; provide financial guidance to achieve a mutually acceptable resolution of the expected self-pay balance including options of payment and charity care
• Receive and properly respond to telephone, electronic, or face-to-face inquiries from patients or their legal representatives
• Perform all other appropriate activities as directed and as necessary to meet the patient's needs and to achieve expected departmental and organizational outcomes
• Provide various other responsibilities and clerical/therapist support as delegated by Manager
• Receive and properly respond to telephone, electronic, or face-to-face inquiries from patients or their legal representatives. May also be assigned escalated issues and inquiries
• Provide training support functions as assigned: Provide and update training materials for new PSR orientation
• Observe and provide back up support to new PSR's as they transition to full responsibility of their job duties
• Provide EMR training to any new or established employee including scheduling appointments, registration, checking patients in/out, and printing reports
• Provide coverage and serve as the full time PSR for new off-site locations until new staff are successfully on-boarded
• Travel to existing and new offsite locations to train on PSR job duties
• Assist in implementation of new processes/protocols as they roll out across new locations and follow up to verify accuracy
• Provide support functions for compliance and educ