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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.
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
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
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