Business Service Representative

Hours:

Shift Start Time:

Shift End Time:

AWS Hours Requirement:

Additional Shift Information:

Weekend Requirements:

On-Call Required:

No

Hourly Pay Range (Minimum - Midpoint - Maximum):

$24.500 - $29.400 - $34.300

The stated pay scale reflects the range that Sharp reasonably expects to pay for this position.  The actual pay rate and pay grade for this position will be dependent on a variety of factors, including an applicant’s years of experience, unique skills and abilities, education, alignment with similar internal candidates, marketplace factors, other requirements for the position, and employer business practices.

What You Will Do
This position involves a variety of tasks related to patient demographic management, financial coverage, scheduling, and explaining regulatory forms. Working within the clinic Electronic Medical Record (EMR) system, this position will gather and input patient data such as age, gender, and contact information, validate visit details such as reason for the visit, and ensure a financial guarantor validation. Additionally, the position will assist the patient with completing regulatory and clinical forms and schedule follow-up appointments. The position serves as the front desk first impression and interface, where it is essential to resolve issues promptly, adapt communication to the customer needs, and include appropriate parties when necessary.

Required Qualifications

• H.S. Diploma or Equivalent
• 2 Years experience in Business Office, Medical Insurance Billing or Scheduling Systems.

Preferred Qualifications

• Other : Coursework in medical terminology.

Essential Functions

• Patient Registration
  Accurately completes arrival and registration functions. This includes following Sharp Healthcare guidelines with scripting, minimum two patient identifiers, and/or picture identification to validate accurate EMR is checked in.
  If a duplicate registration is suspected, mark patients for merge in EMR. If an overlap is identified, create new patient for check-in and submit a chart correction in EMR.
  For both new patient and established patient check-in, all checklist fields should be validated or noted as to why incomplete. A complete registration includes all questions and not just those in the checklist.
  Present and provide explanation of regulatory forms and secure signatures on documents such as Conditions of Registration (COR), Notice of Privacy Practice (NPP), Advance Directives (ADHC), No Surprises Act (NSA), and/or Good Faith Estimates (GFE), etc.
• Financial Validation
  At or before check-in, confirm financial guarantor listed is valid and authorization for date of service is in place. As needed, initiate validation electronically or by direct contact with insurance. Provide patient with good faith estimate as appropriate and collect amount owed following guidelines. If patient does not have insurance, follow self-pay guidelines. Communicate financial concerns to patients with solutions and escalate concerns about financial issues to leadership as appropriate.
• Scheduling
  Schedule patient appointments following department guidelines. Prioritize appointments as directed by clinician. Engage patient by identifying available times and work to find best time. Accurate appointments include correct service type, resource, provider, location and includes validating patient contact numbers are up to date.
  Places appointment confirmation calls following department standards.
• Customer Service
  Use AIDET, key words at key times, on-stage behavior to contribute to excellent patient satisfaction.
  Displays empathy with patients under stressful situations and with frequent interruptions.
  Adapt and protect patient privacy as needed (i.e. lowering voice, using face sheets vs verbal interviews depending on workstation setting).
  Avoids jargon when communicating with patients.
  Practice good interpersonal and communication skills and ability to work well with others contributing to a team environment.
  Practice a positive and constructive attitude at all times. Promotes a team approach in completion of department duties.
  Perform service recovery when The Sharp Experience does not go right in accordance with Sharp’s Everyday Actions.
  Communicates effectively both orally and in writing sufficient to perform essential job functions.
  Contribute to team huddles and meetings suggesting ideas and solutions as appropriate.
  Ability to problem-solve, work independently, and identify solutions even when no specific guideline is in place.
• Other Duties and Reports
  Maintains department productivity levels. Prioritize job responsibilities effectively and escalate issues if backlogged or slow volumes.
  Assist other areas when productivity volumes are low. Provide clinic support as assigned and directed by leadership.
  Provide training and mentoring to new team members as directed.
  Encourage patient sign up and utilization of MySharp app and/or use of kiosk as appropriate.
  Maintains up-to-date knowledge on new insurance plans and other information provided by Patient Access and Financial Services.

Knowledge, Skills, and Abilities

• Ability to utilize resources in an organized manner.
• General knowledge of office procedures.
• Effective interpersonal and customer relations skills.
• Strong professional level of written and oral communication skills.
• Ability to diffuse volatile situations and use good judgment and tact in dealing with patients.
• Bilingual preferred. ICD-9 coding, RVS coding and CPT coding a plus
• Accurate and efficient typing skills and general understanding of electronic records.

Sharp HealthCare is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender, gender identity, sexual orientation, age, status as a protected veteran, among other things, or status as a qualified individual with disability or any other protected class