Patient Care Representative

The Patient Services Representative serves as the primary point of contact for patient electronic scheduling and registration.

The role supports operations by coordinating schedules for patients and providers.

The position works with patients, families, providers, clinical and non-clinical staff to coordinate the patient's experience throughout the process of accessing healthcare.

Interviews patients either by telephone or in person to effectively schedule and register.

Establishes eligibility, verification of benefits, and identifying and collects co-payments as appropriate. Obtains Authorizations if assigned.

Communicates patient out of pocket responsibilities for services provided to the patient using a "Patient Friendly" approach.

May perform other duties as assigned.

Collects, verifies and updates patient demographic and guarantor information.

Verifies insurance benefits/eligibility, manages referrals runs the patient estimate using the Price Estimator Tool.

Collects co-pays and patient's estimated out of pocket expense as appropriate.

Performs appointment scheduling, registration and customer service duties;

answers incoming phone calls, makes appointments, monitors access issues with provider schedules that affect patient satisfaction, and communicates issues to Supervisor.

Ensures schedules are appropriate use of clinical resources.

Follows established parameters to ensure procedures, treatments, test, are scheduled with the required amount of time and effectively utilize resources. 

This position is a key contributor to patient satisfaction initiatives within the department by participating in patient satisfaction related process improvement activities as well as providing a high quality contact experience for the patient with every interaction.

Creates a positive patient experience improving patient satisfaction by facilitating appointment scheduling and preregistration at one point of contact.

This process will also give the patient the appropriate instructions pertinent to their service, the financial liability as it relates to their scheduled service, and direction to the Hospital Service Department prior to their visit.