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Patient Service Representative

Mary Free Bed Rehabilitation Hospital · MFB OP Elk Rapids
Elk RapidsMI
Full-TimeDays8:00 AM - 5:00 PM, Monday - Friday


Greet, provide information, and respond to the needs of patients, families, staff, and other visitors at the check-in/out desk including appointment check-in and out, registration, authorization/verification of insurance(s), explanation  of benefits; collection of co-pays, assistance with way finding, or other services or resources for a program specific multi-discipline department.  Interact in a customer focused manner during referral processing.  Provide office support for all Scheduling and Patient Financial Services staff.  Work cooperatively with other departments and outpatient staff/leadership to assure financial reimbursement for outpatient services.

Essential Job Responsibilities:

  1. Prioritize inpatient referrals based on tentative admission dates.
  2. Perform eligibility and benefit verification of identified insurance coverage for each inpatient referral. Initiate electronic and/or telephone inquiries to the appropriate parties including third party payers, employers, and/or managed care organizations, sharing information as necessary in order to secure, record, and electronically enter data confirming patient has benefits for inpatient rehabilitation. Communicate need to pre-certify admission to Utilization Review/Reimbursement Coordinator.
  3. Analyze the available documentation and use software and/or other listings or information, including the data gathered during the third party eligibility and benefit verification, in order to calculate the amounts expected to be received from the payer and the amount owed by the patient or his/her responsible party.
  4. Update benefit information on Inpatient Referral Team Site.
  5. Enter insurance information into Epic Registration.
  6. Accurately generates patient specific emails and saves to shared folder.
  7. Begin CFA review process to preliminarily determine patient eligibility and give an estimate of possible award level.
  8. Act as support staff for the IP Financial Counselor as needed.
  9. Working knowledge of ICD-10-CM and CPT coding classification systems.
  10. Knowledge of medical terminology and clinical rehabilitation.
  11. Accurately collect and analyze all required demographic, insurance/financial, and clinical data elements necessary to pre-register and register all types of patients
  1. Coordinate/schedule initial evaluation and subsequent patient appointments for multi-disciplines based on patient needs
  1. Manage calls from insurance/care managers to coordinate multi discipline care for patients

Essential Job Qualifications (Knowledge, Education, and Training Requirements)

  • Associates Degree or equivalent business classes/experience
  • Computer experience with high accuracy level of data entry.
  • Excellent telephone and customer service skills.
  • Outstanding organizational, interpersonal, communication, and overall customer service skills.
  • Ability to perform in a high paced environment with a positive attitude and interact with professional staff in an appropriate manner.
  • Physical Demands:  Able to exert up to 10 pounds of force occasionally (up to 1/3 of the time).
  • Able to lift, carry, push, pull, up to 10 pounds occasionally; able to sit for the majority of the time, nut may involve brief periods of time involving walking or standing; able to use keyboard frequently (1/3 to 2/3 of the time)

Other Preferred Job Qualifications:

  • Bachelor’s Degree in a health-related field
  • Minimum 12-18 months’ work experience in healthcare with scheduling and/or PFS related job duties.
  • Working knowledge of ICD-10-CM and CPT coding classification systems.
  • Knowledge of medical terminology and clinical rehabilitation.

Customer Service Responsibilities:

Demonstrate excellent customer service and standards of behaviors as well as encourages, coaches and monitors the same in team members. This individual should consistently promote teamwork and direct communication with co-workers and deal discretely and sensitively with confidential information

Commitment to Diversity, Equity and Inclusion

Embrace Diversity, Equity and Inclusion, by:

  • Treating everyone with dignity and respect
  • Opening more doors to opportunities for underrepresented cultures
  • Growing talent and people
  • Evaluating and eliminating disparities
  • Taking action against injustices, bias and racism
  • Honoring our differences and how to collaborate
  • Educating staff, patients and the communities we care for
  • Restoring Hope and Freedom, together

Responsibilities in Quality Improvement:  

Contribute by identifying problems and seeking solutions. Promote patient/family satisfaction where possible; participate in departmental efforts to monitor and report customer service.

Mary Free Bed is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, age, genetic information, veteran status, disability or other legally protected characteristic.


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