JOB SUMMARY
- Greet visitors, ascertain purpose of visit, and direct them to appropriate staff.
- Maintain pleasant and positive disposition during every patient interaction to ensure a positive patient experience
- Instruct patients to complete documents and forms such as intake and insurance forms.
- Schedule, cancel and confirm patient appointments.
- Compile, record and archive medical charts, reports, and correspondence with confidentiality.
- Operate telephones and direct calls, emails and documents to appropriate staff.
- Transmit correspondence and medical records by mail, e-mail, or fax.
- Verify insurance via various methods (phone, internet, etc), obtain authorizations and certifications and explain patient responsibitilty forms.
- Perform financial functions with accuracy (i.e. charge entry) to ensure optimal payment for services.
- Assist billing department with insurance denials via monitoring and working worklists in the electronic medical records system
- Assists in patient care and related activities as instructed by the physical therapist, physical therapist assistant, occupational therapist, certified occupational therapist assistant or speech language pathologist.
- Manages patient interactions and implements service recovery techniques to ensure positive patient relations.
- Clean and organize work area and disinfect equipment after treatment
- Participate in daily log recording as required per site.
- Change linens, such as bed sheets and pillow cases.
- Contribute to a creative culture of daily continuous improvement

ESSENTIAL FUNCTIONS
- PATIENT/CUSTOMER
  - Essential Accountabilities
    - Ensures communication and collaboration with supervisors and fellow co-workers to serve patients and other customers to the best of his/her ability.
    - Is professional in all actions and appearance
    - Ensure compliance with regulatory parameters
    - Uses resources wisely – as if they were one’s own.
    - Demonstrates understanding and ownership of how his/her role contributes to achieving the success of the Department and the Health System.
    - Demonstrates a personal commitment to ensuring a clean and safe working environment.
    - Anticipates patients’/customers’ needs and acts accordingly.
    - Works to enhance patient satisfaction
    - Assist patients and families
    - Analyzes problems from the customers’ point of view.
    - Honors patient/customer/employee confidentiality.
    - Seeks feedback on how to improve performance and offers constructive feedback, as well.
    - Applies learning for improved performance.
    - Presents self professionally & demonstrates professional behavior during interactions with others
    - Strives to understand and value differences in others’ race, nationality, gender, age, background, experience, and style.
    - Customer Service Skills
    - Utilizes AIDET principles to enhance communication.
- PATIENT/EMPLOYEE SAFETY ACCOUNTABILITIES
  - Patient Care Providers
    - Participates in Entity and Department wide initiatives for Patient /Employee safety
    - Demonstrates an awareness of patient/ employee safety when carrying out daily responsibilities of their position.
    - Validation of annual competencies required for the position
- OPERATIONS
  - Essential Accountabilities
    - Scheduling Functions
    - Patient Identification
    - Pre-Reg/Registration-Patient Information Updates
    - Check-in Process
    - Check-out Process
    - Cash Collection
    - Reconciliation and deposit.
    - Insurance Verification Process
    - Email
    - Management of Medical Records
    - Financial Counselor
    - Department Productivity and goals (site specific)
    - Site Opening Function
    - Site Closing Function
    - Ability to Multi-Task
    - Understanding Clinical Work Processes
    - Attendance/Time Management
    - Involvement in Departmental Meetings
    - Personal Impact
    - Health System ID is worn in accordance to GSPP policy
    - Ensures compliance with all applicable federal, state, and local regulatory standards (ex TJC, DOH, FDA, HIPAA, HCFA, DPW, LCGME, SCGME, etc)
    - Flexible and readily adopts new processes and engages in practice operation changes

QUALIFICATIONS:
- To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  - Education
    - High School Diploma required
    - Associate's Degree preferred
  - Work Experience
    - Previous healthcare experience preferred
  - Licenses / Certifications
    - Sunrise Billing system certification may be required

Patient Services Rep I