Customer Service Representative - Hermiston, United States - Good Shepherd Health Care

Description

Overview:

DEFINITION OF POSITION:

Responsible for duties in support of departmental efficiencies which may include but not limited to performing registration, patient pre-admission and admission, reception and discharge functions. Must obtain complete and accurate patient demographic information. Patient Access representatives also must employ proper, compliant patient liability collection techniques before, during & after the date of service.

ESSENTIAL JOB FUNCTIONS:

Include the following. Others may be assigned.

• Greeting customers following Good Shepherd Standards of Care, provides world-class customer service, completes full patient registration at date of service, adheres to financial & cash control policies & procedures, thoroughly explains, and secures Hospital & patient legal forms (i.e., Advance Directives, Conditions of services, Consent for treatment, Important Message from Medicare, EMTALA, etc.). Scan Protected Health Information, create and file patient information packets/folders for upcoming Hospital services. May also assist with scheduling diagnostic procedures (enters data in scheduling system, provide customer with appointment instructions, other tasks as needed).
• Educates patients about patient financial liabilities, employs proper, compliant patient liability collection techniques before, during & after date of service, performs Hospital cash reconciliation & secured payment entry in adherence to financial & cash control policies & procedures.
• Secures medical necessity checks/verification in accordance with Centers for Medicare & Medicaid services, verifies insurance, benefits, coverage & eligibility, completes assigned registration financial clearance work lists activities, obtains insurance authorizations for scheduled & unscheduled Hospital services, and secures inpatient visit notification to payors. May also assist with scheduling and coordinating post discharge care for patients.

Working Conditions: Inside environment protected from the weather. Occasionally, subjected to a combative/disruptive customer. Work area subject to steady foot traffic with variable noise levels and is also subject to rapid pace, multiple stimuli and unpredictable environment. Recurring answering of phones, interacting with store front customers, working with vendors, physicians, nurses and other customer/patient related entities.

PERSONAL TRAITS, QUALITIES AND APTITUDES:

Must be able to:

1) Provide superior customer service.

2) Be accountable and take ownership of assigned job duties.

3) Acquire and maintain a thorough knowledge of the Revenue Cycle.

4) Maximize resources by performing job duties in an efficient and accurate manner.

PHYSICAL DEMANDS AND TRAITS:

Must be able to:

1) Perceive the nature of sound by ear

2) Express or exchange ideas by means of spoken words

3) Use of hands, arms, and fingers

4) Stoop, kneel or crouch

5) Sit for extended periods of time

6) Assist patients in time of need

7) Work for times that may exceed 8 hours per day

8) Possible exposure to infection, contagious diseases, or chemicals used in hospital

cleaning

9) Depth perception is needed to observe the waiting area for intervention as

needed.

QUALIFICATIONS:

A. Education - High School Diploma or equivalent preferred

B. Experience - Minimum of 2 years of hospital experience preferred.

C. Bilingual and/or English-Spanish speaking preferred. Ability to work with culturally diverse population.

SCHEDULE: Monday- Friday 8am-5pm