Aurora Health Care

Patient Service Representative

Job Description:

Qualifications:

  • High School Graduate
  • No license/certification required

Experience:

Typically requires 1 year of experience in providing customer service that includes experiences in patient scheduling, registration and department / medical clinic reception.

Excellent customer service skills. Demonstrated ability to effectively act as a resource to other staff. Excellent communication (written and verbal) and interpersonal skills; ability to effectively communicate with a variety of patients, staff and physicians.Intermediate computer skills including experience in using personal computers; including Microsoft Office or similar applications, and electronic mail.

Understanding of basic medical terms and abbreviations typically used in the patient scheduling and registration process. Training or experience in keyboarding/data entry with an emphasis on speed and accuracy. Excellent organizational skills. Ability to read and understand verbal and written instructions, and to sort and file information alphabetically and numerically. Ability to work in a fast paced environment with a strong attention to detail and accuracy.

How You’ll Make a Difference

Acts as the first point of contact for patients by providing outpatient department and/or clinic reception. Greets and registers the patient, completes all necessary forms, obtains demographic and insurance information, collects copayment, posts payments, and adds or updates basic patient account information. Schedules new and follow-up patient appointments and coordinates more complex scheduling of ancillary services appointments, tests and procedures. Maintains, confirms and/or secures prior authorization required to receive physician or medical services as needed. Acts as a staff and department resource.

Greets patients and visitors and responds to routine requests for information. Answers telephone, screens calls, and takes messages.

Registers patients; obtains demographic and insurance information; verifies insurance coverage, collects co-pays, deductibles, and previous balances; posts payments and updates demographic and insurance information; obtains prior authorizations when needed.

Schedules patient appointments and coordinates cancellations, reschedules, and additions to schedules. Provides accurate, detailed information regarding test preparations, time patient to arrive, and any other directional information needed by patient.

Coordinates the scheduling of more complex patient appointments, tests and procedures. Instructs the patient on pre and post-procedure protocols (i.e. medication guidelines, food / beverage consumption guidelines, check-in procedures, directions to facilities, etc.).

Updates insurance, financial responsibility and other data when changes or additions occur, and communicates to patient as appropriate. Ensures insurance and patient information obtained is complete and accurate, applying acquired knowledge of government and third party payor requirements.

Identifies, reports, and resolves problems regarding registration or authorizations to appropriate individuals and departments.

Monitors patient flow to ensure they are cared for in the most efficient and courteous manner. Offers various assistance to patients to include: arranging transportation needs, providing directions, locating wheelchair, etc.

Performs visit closure including checking out patients after visit, scheduling follow-up appointments, and providing patients with a visit summary.

May educate patients, staff and providers regarding prior authorization requirements, payer coverage, eligibility guidelines, documentation requirements, and insurance changes or trends.

Acts as a resource to patient services staff, resolving moderately complex patient concerns. Assists department leadership with orientation and training for patient services staff.

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