The Patient Financial Services Representative (PFSR) serves as the first point of contact in greeting patients and guarantors in the hospital, ambulatory or medical office setting. The PFSR engages with the patient or guarantor to obtain pertinent information and answer any questions in an effort to ensure that all required demographic, financial, and insurance eligibility information is gathered and verified. Ensures all required notices and consent forms are signed accordingly.
Responsibilities
Builds critically important relationships with physicians, OR staff, as well as insurance representatives in order to help facilitate all scheduling duties.
Meets with surgical/procedural patient or patient's caregiver to exchange necessary information and documentation. Provides explanation of process, pre-procedure instructions, and addresses concerns and questions. Schedule patient/family surgical conferences.
Work Department incoming referral work queue daily. Assist patients with appointments in other specialist offices as requested/referred by our physicians.
Responsible for managing physician calendars.
Performs general clerical duties including assisting with the front/back desk as well as scheduling appointments. Assist with signing up patients/Proxy with MyChart activations and Telehealth visits.
Verifies insurance benefits and obtains pre-certification/authorization as necessary. Determines and accepts required payments, including co-pays and deductibles, or refers to financial counselors for follow up.
Reviews patient charts to ensure imaging is available and all pertinent information to maximize appointment.
Round with patients in practice to ensure Excellent Patient Experience is met. Follow-up on reported issues and assist with service recovery.
Competencies:
ACCOUNTABILITY, ACCURACY & QUALITY, CUSTOMER SERVICE, ORGANIZATION SKILLS, PATIENT ACCESS, PATIENT AND FAMILY CENTERED CARE, PROBLEM SOLVING, RESPONDING TO CHANGE, STANDARDS OF BEHAVIOR, VERIFYING INSURANCE
Education and Certification Requirements:
High School Diploma or Equivalent (Required)
Additional Job Information:
Complexity of Work: Requires excellent communication skills, critical thinking skills, decisive judgment, and the ability to work with minimal supervision. Must be able to work in a stressful environment and take appropriate action. Ability to work and build relationships collaboratively.
Required Work Experience: No experience required. One (1) year of related hospital, medical office, or customer service experience preferred.
Working Conditions and Physical Requirements:
Bending and Stooping = 60%
Climbing = 0%
Keyboard Entry = 100%
Kneeling = 0%
Lifting/Carrying Patients 35 Pounds or Greater = 60%
At Memorial, we are dedicated to improving the health, well-being and, most of all, quality of life for the people entrusted to our care. An unwavering commitment to our service vision is what makes the difference. It is the foundation of The Memorial Experience.
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