Patient Service Associate I

The Patient Services Associate I (PSA I) position is responsible for the efficient daily operation of the front desk and patient registration area while providing the highest level of customer service. This includes all administrative encounters with members/patients, facilitation of communication among providers, staff, member/patient and family, prompt response to requests, and collection of accurate accounting, co-payments, and account receivable payments. The PSA I position is the membership sales team, patient registrar, and support staff for all Lifestyle Health & Wellness Center departments; Cardiopulmonary Rehab, Diabetes/Nutrition Services, Fitness Center, Health Education, Bariatric Nutritionists and Transitional Care.

Essential duties and responsibilities

• Review patient referrals sent by healthcare providers, ensuring all required information is complete and accurate.

• Organize and document referral details in patient’s electronic medical record.

• Coordinate with patients to schedule appointments based on provider recommendations and availability.

• Interview and accurately collect patient information and demographics for various hospital services.

• Use knowledge to verify, review, and coordinate benefits on behalf of patients.

• Manage payments at point-of-service, conduct cash receipting, and post payments.

• Assist providers with patient’s financial responsibility by communicating through estimates and providing referrals to financial counselors.

• Obtain patient’s insurance authorization for services.

• Assist with training of inexperienced staff as well as share departmental knowledge and provide assistive training with teammates.

• Manage scanning for the patient's medical record as required.

• Provides courteous service to all patients, patient families, teammates, other department staff, etc. by resolving issues, responding to inquiries, and following up to develop and strengthen customer relationships and maintain effective interdepartmental communication; level-of-service and demonstrated patient commitment are connected to patient satisfaction scorecard and department policies.

• Comply with governmental regulations in reference to healthcare, billing, the Health Insurance Portability and Accountability Act (HIPAA), and patient access department policies and procedures.

• Demonstrate knowledge of ICD coding requirements and other billing rules.

• Promote continuous process and quality improvement processes by sharing and providing ideas and solutions to teammates and supervisors and attending staff meetings.

• Demonstrate an awareness of appropriate confidentiality rules and regulations and act accordingly.

• Actively participate in service recovery and customer service activities to ensure superior customer contact.

• Attend required hospital-wide orientations, meetings, and in-services.

• Demonstrate a commitment to flexible work scheduling when necessary to ensure patient care.

• Present fitness center to prospective members by providing tours, and explanation of classes, fees, and membership eligibility.

• Perform point-of-sale transactions in member management program.

• Work as a team to continuously improve work quality.

  Education and Experience

  Minimum required: high school diploma or equivalent.

  Experience: proficient in Microsoft Office programs.