Pre-Service Representative-A

Stamford Health

36d

About The Position

Performs and processes accurate pre-registration procedures to meet the needs of the Revenue Cycle/Finance Department in order to ensure expeditious and accurate payments on patient accounts, meeting productivity standards established by Leadership. Meets or exceeds audit accuracy standard goal determined by Front End Revenue Cycle Leadership. Ensures integrity of patient accounts, entering accurate data, and documenting all attempts made to collect and/or obtain missing documentation. Prior to services being rendered, verifies required financial and demographic information by phone interview in a professional manner, demonstrating a regard for dignity of all patients and family members. Ensures all financial obligations are communicated to patients clearly, are updated on the account, and are detailed to ensure expeditious processing of patient accounts at time of visit. Appropriately collects and/or sets payment arrangements with patients or their representative, scheduling payments on deposits due, which may include screening of patients for enrollment in available credit option programs. Documents all attempts for collections, using approved verbiage, timely and consistently. Proactively seeks assistance to improve collections. Notifies patients of pending authorization or ABN requirements based on notation from Financial Clearance team according to service guidelines that must be satisfied before proceeding with services. Instructs patient on process to reschedule services when necessary to satisfy advanced the organization’s Financial Clearance policy. In working patient accounts for payment arrangement, contacts physicians or their staff, schedulers, Front End Revenue Cycle Operations staff, and clinical service area where appropriate, notifying payment arrangement is not obtained for high-dollar services per Financial Clearance policy by department deadline, advising of visit cancellation, reschedule, or to obtain life or limb / urgent / emergent order from physician allowing patient to proceed. Contacts patient to notify when visit is rescheduled. Maintains strong working knowledge of patient contact methodology and technology resources available (e.g., outbound phone, dialer system, text, email, portals, mobile, etc.). Makes productive use of “after call time” by completing accounts as defined by Leadership and standards of overall time and pause time under defined standard of dialer system reporting tool. Expedites close of patient calls within time frame goal established by department Leadership, completing all data entry verification of information and collections during patient call. Maintains a current and thorough knowledge of utilizing online and system tools available, working from manual reports during system downtime. Maintains sign-on access to online tools to provide consistent service to patients, clinical partners, and Front End Revenue Cycle Operations team members. Assists with team reports and projects to maintain team and individual productivity standards and goals. Adheres to HIPAA regulations by verifying pertinent information to determine caller authorization level receiving information on account. The above statements reflect the general duties and responsibilities necessary to describe the principal functions of the job, as identified, and shall not be considered an exhaustive list of job responsibilities which may be inherent in the job. Responsibilities are subject to change.

Requirements

Ability to use discretion when discussing personnel/patient related issues that are confidential in nature
Responsive to ever-changing matrix of hospital needs and acts accordingly
Self-motivator, quick thinker
Capable of communicating professionally and effectively in English, both verbally and in writing
Two years of college or 2 years prior equivalent experience in a Customer Service-related role (registration, finance, collections, customer service, medical office, or contract management) in a health care setting.

Responsibilities

Performs and processes accurate pre-registration procedures to meet the needs of the Revenue Cycle/Finance Department in order to ensure expeditious and accurate payments on patient accounts, meeting productivity standards established by Leadership.
Meets or exceeds audit accuracy standard goal determined by Front End Revenue Cycle Leadership.
Ensures integrity of patient accounts, entering accurate data, and documenting all attempts made to collect and/or obtain missing documentation.
Prior to services being rendered, verifies required financial and demographic information by phone interview in a professional manner, demonstrating a regard for dignity of all patients and family members.
Ensures all financial obligations are communicated to patients clearly, are updated on the account, and are detailed to ensure expeditious processing of patient accounts at time of visit.
Appropriately collects and/or sets payment arrangements with patients or their representative, scheduling payments on deposits due, which may include screening of patients for enrollment in available credit option programs.
Documents all attempts for collections, using approved verbiage, timely and consistently.
Proactively seeks assistance to improve collections.
Notifies patients of pending authorization or ABN requirements based on notation from Financial Clearance team according to service guidelines that must be satisfied before proceeding with services.
Instructs patient on process to reschedule services when necessary to satisfy advanced the organization’s Financial Clearance policy.
In working patient accounts for payment arrangement, contacts physicians or their staff, schedulers, Front End Revenue Cycle Operations staff, and clinical service area where appropriate, notifying payment arrangement is not obtained for high-dollar services per Financial Clearance policy by department deadline, advising of visit cancellation, reschedule, or to obtain life or limb / urgent / emergent order from physician allowing patient to proceed.
Contacts patient to notify when visit is rescheduled.
Maintains strong working knowledge of patient contact methodology and technology resources available (e.g., outbound phone, dialer system, text, email, portals, mobile, etc.).
Makes productive use of “after call time” by completing accounts as defined by Leadership and standards of overall time and pause time under defined standard of dialer system reporting tool.
Expedites close of patient calls within time frame goal established by department Leadership, completing all data entry verification of information and collections during patient call.
Maintains a current and thorough knowledge of utilizing online and system tools available, working from manual reports during system downtime.
Maintains sign-on access to online tools to provide consistent service to patients, clinical partners, and Front End Revenue Cycle Operations team members.
Assists with team reports and projects to maintain team and individual productivity standards and goals.
Adheres to HIPAA regulations by verifying pertinent information to determine caller authorization level receiving information on account.