Patient Service Representative- REHAB
Company: Cleveland Clinic
Posted on: November 14, 2021
I. Basic Purpose:Performs a variety of duties to facilitate
patient care; answers phones, interviews patients, posts charges,
handles scheduling of occupational, physical, speech therapy,
acupuncture services, and audiology patients. Interviews patients
to gather demographic and financial data. Is knowledgeable of
compliance policies and requirements. Demonstrates the ability to
multi-task through outpatient rehab's dual EMR systems and solve
problems/issues. Obtains authorization from insurance companies as
required. Must be flexible with hours of availability. Provides
these services in a manner that consistently exceeds the
expectations of the customers we serve. Maintain customer
confidentiality at all times.II. Major Duties and
Responsibilities:1. Complies with established corporate and
departmental policies, procedures, objectives, quality assurance
methods, and safety codes. Demonstrates compliance with licensing,
regulatory and accrediting agency provisions as required.2.
Consistently demonstrates appropriate and professional
communication behavior toward patients, customers, and coworkers.
Cooperates with Management and peers to promote an environment of
teamwork and collaboration.3. If necessary, establishes patient
medical record number to minimize the medical risk to patients.
Obtains necessary signatures from patients or guardians authorizing
treatment.4. Coordinates all scheduling of treatments, process
registration and pre-registrations on all patients utilizing the
patients' identifier options. Adjusts therapists schedules as
directed by Site Manager and Administrative Manager as needed.
Obtains/enters complete and accurate demographic/
financial/clinical information in an expedient manner. Ensures that
insurance information is complete, provides counseling regarding
payment in accordance with corporate credit and collection
policies.5. Maintains a working knowledge of the insurance billing
and their authorization and reimbursement policies. Obtains
authorization from insurance companies as required. Knowledge of
managed careprotocols and procedures involved in patient
pre-authorization and re-authorization. Determines/ requests/
collects self pay balances due and/or completes appropriate
financial forms when patients are unable to meet the requirements.
Assists with explanation of patient's billing if requested.
Completes billing corrections as directed.6. Collects and posts
daily cash, checks, credit and debit payments, time of service
accounts, assists in maintaining and balancing rehab cash drawer,
and deposit procedures at the end of the workday. Runs reports for
credit cards and daily log sheet for Financial Services.7.
Responsible for accurate assembly, maintenance of patients charts.
Maintain department records, reports and files as required. Copying
charts as requested by attorney's offices, corporate business
office, and others. Archiving patient charts as department policy
requires, and requesting archived charts when requested.8. Reviews
Medicare Secondary Payor (MSP) queries to determine payor for
Medicare and Medicare HMO patients.9. Demonstrates outstanding
customer service in all interactions with internal and external
customers. Responds to patient problems, complaints and inquiries.
Ensures all complaints are resolved or referred to appropriate
personnel. Communicates clearly and concisely with all levels of
individuals while complying with confidentiality criteria.
Demonstrates ability to understand and explain department and
hospital policies and procedures.10. Contacts physician offices for
diagnosis, authorization, or other information if necessary.
Contacts physician offices/insurance companies for
benefits/authorizations and documents outcome in the system.11.
Identifies process improvement opportunities and actively
participates in Performance Excellence opportunities. Promotes the
team concept with coworkers by addressing issues in a
constructive/proactive manner.12. Attend all departmental meetings
as required. Attends all Rehab in-services and educational seminars
as required.13. Answers telephones, routes callers, takes messages,
and provides routine information to callers according to corporate
standards.14. Responsible for retrieving, reviewing and responding
to all e-mail correspondence, related to Rehab and Business Office
requests in a timely manner.15. Maintains confidentiality of
patient information.16. Maintains annual mandatory education
requirements specific to position as mandated by Martin Health
System.17. Performs all other duties as assigned or requested.III.
Minimum Requirements (experience, training, and education):To
effectively fulfill this position, candidate must meet the
following requirements:> High school graduate or equivalent;
experience in a healthcare/medical office environment is
preferred;> Preferred: Attend and successfully pass Health
Information Management college coursesdesignated for the
position;> Certified Revenue Cycle Specialist (CRCS)
certification - preferredMust successfully pass pre-employment
testing which may include MHS Medical Terminology, Customer
Service, Medical Secretarial, and Data Entry tests. Must obtain
passing (80% or better) score on Medicare Fraud & Abuse test during
6-month probationary period. Must maintain passing (80% or better)
score on annual departmental Access competency assessment. Must
have excellent interpersonal skills and be able to work effectively
with a multidisciplinary team
Keywords: Cleveland Clinic, Palm Beach , Patient Service Representative- REHAB, Sales , Stuart, Florida
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