ABOUT NCH
NCH is an independent, locally governed non-profit delivering premier comprehensive care. Our healthcare system is comprised of two hospitals, an alliance of 700+ physicians, and medical facilities in dozens of locations throughout Southwest Florida that offer nationally recognized, quality health care.
NCH is transforming into an Advanced Community Healthcare System(TM) and we’re proud to: Provide higher acuity care and Centers of Excellence; Offer Graduate Medical Education and fellowships; Have endowed chairs; Conduct research and participate in national clinical trials; and partner with other health market leaders, like Hospital for Special Surgery, Encompass, and ProScan.
Join our mission to help everyone live a longer, happier, healthier life. We are committed to care and believe there's always more at NCH - for you and every person we serve together. Visit nchjobs.org to learn more.
JOB SUMMARY
The Patient Service Representative (PSR) position provides a vital link in the chain of quality of care. The PSR supports the department, communicating and scheduling appointments and physician orders, serving as a first point of contact for patients.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Other duties may be assigned.
· Recognizes changes in patient condition and notifies appropriate staff member.
· Triage incoming calls and route them appropriately utilizing good customer skills. Demonstrates knowledge of phone system with ability to use call forward, transfer, voice mail, etc.
· Obtained required personal information necessary to identify all new and existing patients and the correct demographic and preliminary financial information to enable the creation of new patient medical records and the pre-processing of required authorizations / pre-certifications before the appointed visit.
· Prioritize all insurance coverage – primary, secondary, tertiary, etc. Enter properly into demographic record.
· Accurately identifies patients using appropriate search methods (DOB, SSN) to identify.
· Assists with obtaining eligibility status and authorizations.
· Copies/scans insurance cards and patient identification correctly into patient EMR.
· Verifies patient information on file is accurate and updated following system policy. Updates patient data when appropriate. Understands when to correct data or create new file.
· Verify patient registration profiles each time patient comes for a visit. Edit patient registration profiles when necessary.
· Obtain all consents for treatment, including forms for the release of medical information and patients acceptable of financial responsibility for all services rendered, when applicable.
· Completes required Medicare questionnaires (ABN forms) for appropriate patients and tests under Medicare guidelines.
· Accurately and completely processes physician referrals and orders into the EMR.
· Maintains patient clinical forms and scans into medical record.
· Ensures respective patient medical record information and all collected forms are scanned into Revenue Cycle system.
· Schedule and coordinate appointments when requested, including multidisciplinary appointments
· Announce scheduled and non-scheduled patients to clinical staff.
· Confirm and remind patients of scheduled appointments in accordance with radiology procedures.
· Give patients standardized preliminary clinical instructions and directions in preparation for a scheduled visit as needed.
· Collection and deposit of patient payments according to protocol.
· Monitor patient waiting time and relay information regarding delays to patients and family members.
· Ensure benefit and eligibility has been verified for all scheduled patients.
· Accurately enter and audit charges for all services performed when required.
· Accurately enter payment information for each payment collected.
· Produces appropriate reports to reconcile charges and payments with daily schedule.
· Prepares daily close report following appropriate protocol.
· Fields questions by both physicians and patients regarding codes, charges, etc. PSR understands when questions require further explanation by Manager or Biller.
· Prepares bank deposit & submits report to accounting for reconciliation with bank
· Able to open and close facility, as well as cover other locations as needed.
EDUCATION, EXPERIENCE AND QUALIFICATIONS
· High School or GED required.
· 1 year of customer service experience preferred.
· Intermediate computer knowledge: Uses Microsoft Word, Excel, Outlook, and Windows.
