The Patient Service Center Representative II is responsible for creating a positive patient experience by accurately and efficiently handling the day to day operations relating to both Financial Clearance and Scheduling of a patient. This includes adherence to department policies and procedures related to verification of eligibility/benefits, pre-authorization requirements, available payment options, financial counseling and other identified financial clearance related duties in addition to full scheduling duties. Upon occasion, the PSC REP II may be only assigned to complex pre-registration. The PSC REP II is expected to develop a thorough understanding of assigned function(s).

Responsibilities and Duties:

Completes both scheduling functions and registration functions with the patient for an upcoming visit during one call: [90%]

Scheduling: Responsible for timely scheduling, provide callers with important information related to their appointment (i.e. Prep information for test, directions, order management etc.)
Financial Clearance: up to and including verifying patient demographic, insurance information and securing payment of patients financial liability/performing collection efforts
If assigned to Order Management: verifies order is complete and matches scheduled procedure. Includes indexing and exporting physicians orders to correct account number.

If assigned to Complex Pre-Reg: [90%] - Collect and verify required patient demographic and financial data elements, including determining a patient’s financial responsibility and securing pre-payment for future services/performing collection efforts

Create a complete pre-registration account for an upcoming inpatient/surgical admission
Completes all pre-certification requirements by obtaining authorization from insurer and/or healthcare facility

Other duties as assigned based on department needs [10%]

Required Experience:

Telephone (inbound) / call center experience preferred, pre-registration and/or scheduled experience desired, with 2-3 years of customer experience ideal.
BPO Healthcare Background:
- Must have min 1year, max 3 years experience in handling Healthcare account

Minimum Education:

High school diploma or GED

Patient Services Senior Representative

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