Patient Services Representative - South County to Fruitville

POSITION SUMMARY:
The Patient Services Representative (PSR) is responsible for friendly, courteous, professional, and informative service to the MCR's patients seeking to schedule appointments, requiring referrals, or needing other information or services. The Patient Services Representative (PSR) provides a caring and compassionate
environment to our patients and ensures an Exceptional Experience to Everyone Every Time.

This role will have to service South County and Fruitville locations. Applicant must be willing to drive to assist where needed within the organization.

The PSR is
responsible for participating in a smooth front office operation and is accountable for meeting Time of Service Collections goals, conducting Pre-Visit verification and confirmation, and end of day reconciliation among other requirements. Must be proficient with EHR programs and procedures as it relates to their responsibilities. The
PSR must be focused and able to multi-task throughout the day.

JOB ESSENTIAL DUTIES:
• Provides friendly, courteous, and professional service always to all patients, visitors, co-workers, and leaders to Provide an Exceptional Experience to Everyone, Every Time
• Follows the requirements of our Patient Experience trainings and requirements
• Demonstrates an excellent understanding of telephone usage and the operation of the telephone system
• Obtains, verifies, and/or updates demographics and insurance information in the EMR
• Performs verification of patient information – Ask for 2 – with every patient, every time, without fail
• Ensures the protection of PHI and strictly adheres to all MCR Health privacy policies including the use of social media
• Always demonstrates professionalism with appearance and demeanor. Follows all dress code requirements every day including adhering to non-personal cellphone policy in workspaces
• Answers in-coming telephone calls within three (3) rings and accurately directs and/or assists the caller; remembering to provide a Warm Transfer
• Calls patients to schedule advanced and same day appointments and accurately enters new or follow-up information into the EMR
• Explains services and operating hours; and is knowledgeable about services offered by MCR Health
• Accurately explains and assists patients to complete eligibility forms for reduced fees (slide scale) based on the most current guidelines
• Completes patient screening, verifies eligibility and authorizations for specific patient populations (e.g., OB patients for Presumptive Eligibility for Pregnant Women (PEPW))
• Informs and guides patients to appropriate resources
• Clearly articulates payment requirements with patient including completion of 'good faith estimates' as required; informs patients of deductibles, out-of- pocket expenses, co-payments, prior balances, and percentage payables thus facilitating cash collections for identified services; communicates with Insurance Department, Billing Department and Financial Counselor as needed.
• Protect medical records and other health information from loss, destruction or unauthorized use or access
• Perform health information management duties include, but are not limited to:
o Assist patients and nursing staff to complete medical release forms
o Perform release of information activities in accordance with state and federal regulations,
preparing, scanning and/or copying requested information from the medical record
• Receive, sort and route mail - hospital patient documents, lab results, and other clinical information received from third party providers for review and sign-off by MCR Health providers
• File/Scan loose clinical documentation into appropriate section of corresponding patient medical record. All documentation filed/scanned within 24 hours
• Acts as an excellent teammate and refrains from gossip or spreading hurtful information to others.
• Supports the goals and mission of the company
• Adheres to the safety policy of the company
• Performs other duties as assigned

SKILLS, KNOWLEDGE & ABILITIES:
• Knowledge and ability to understand, interpret, and communicate MCR Health's policies and procedures
• Excellent oral, written, and communication skills
• Demonstrates caring and compassion for patients
• Ability to remain confidential and treat others with respect
• Ability to function in a fast-paced environment with many changes
• Excellent analytical skills; demonstrated proficiency in Excel and web-based tools

REQUIREMENTS & PREFERENCES:
• Minimum High School Graduate or GED equivalent required
• At least 6 months of customer service experience in a high-volume impact environment preferred
• Healthcare experience preferred