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Patient Service Representative
OhioHealthPatient Service Representative providing customer service at OhioHealth. Responsible for patient interactions and scheduling appointments in a healthcare setting.
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in patient interaction and customer service within a healthcare setting, ensuring accurate data entry and compliance with privacy regulations. Proficient in managing patient inquiries, scheduling appointments, and utilizing electronic medical records (EMR) systems effectively.
Highest-signal resume keywords
Customer Service ExcellenceEMR Data EntryInsurance VerificationCPT Code KnowledgeConflict Resolution
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Typing 40 WPMPatient Demographic EntryInsurance Eligibility VerificationAppointment SchedulingBilling ProceduresFinancial CounselingLean Process DevelopmentRelease of Information AuthorizationPatient Estimate GenerationCPT Code Selection
Soft Skills
Excellent CommunicationOrganizational SkillsProfessionalismService RecoveryConflict Resolution Skills
Tools & Technologies
MyChartOnline Eligibility SystemsEMR SystemsPrice Estimator Products
Industry Keywords
Patient PrivacyHIPAA ComplianceHealthcare Customer ServiceMedical Office ExperienceCall Center Experience
About the role
Key responsibilities & impact- Provides exceptional customer service during every encounter with patients, families, visitors and OhioHealth physicians and associates
- Accept inbound calls within a specific response-to-call timeframe following customer service standards at all time
- Makes outbound calls with according to the standard work and following customer service standards.
- Accurately identifies patient in the EMR system.
- Obtains and enters accurate patient demographic and financial information while maintaining patient confidentiality
- Verifies insurance eligibility using online eligibility system, payer websites or by phone call
- Processes faxes and transcribes information into the system’s EMR.
- Follow protocols for directly contacting the care centers regarding urgent patient requests and ensure timely follow up
- Schedules outpatients appointments
- Generates, prints, and provides patient estimates utilizing price estimator products
- Inform patient of any outstanding balance, collect balance and co-payment or provide financial assistance information
- Answers questions or concerns regarding insurance residuals and self-pay accounts
- Uses knowledge of CPT codes to accurately select codes from clinical descriptions
- Explains billing procedures, hospital policies and provides appropriate literature and documentation
- Update/notate all accounts using appropriate standard work
- Reviews insurance information and determines need for referrals and/or financial counseling.
- Educates patients on MyChart, including activation
- Participate in and contribute to development of Lean processes.
- Complies with all organizational, state and federal laws and regulations related to patient privacy and confidentiality (ie. PHI, HIPAA, etc.)
- Work collectively in a professional manner
- Confirms physician's orders/visit purpose
- Verifies multidisciplinary patient schedules for Outpatient visits to expedite patient processing
- Obtains Release of Information authorization from patients to release medical records
- Uses conflict resolution skills and service recovery to handle customer service concerns
- Resolve patient complaints and concerns and, if unable to resolve, escalate appropriately
- Provides information to physician offices and other hospital departments when needed.
Requirements
What you’ll need- High School or GED (Required)
- 1-2 years of previous experience in the service industry with a focus on delivering exceptional customer service or 1-2 years previous experience in a Medical Office setting or 1-2 years previous experience in a Call Center or 1-2 years previous experience in Collections
- Typing of 40 wpm
- Excellent communication, organization, and basic computer skills.
Benefits
Comp & perks- Health insurance
- Retirement plans
- Paid time off
- Flexible work arrangements
- Professional development opportunities