Patient Service Representative

Job Title: Patient Service Representative

Primary Location: Mary Free Bed at Munson - Otsego

Department: Mary Free Bed at Munson Healthcare - Otsego

Weekly Schedule Hours: PRN/Resource, hours vary. No holiday or weekends.

Compensation: starting at $19.50 and goes up based on experience

Mary Free Bed Summary      

We have the great privilege of helping patients and families re-build their lives. It’s extraordinarily meaningful work and the reason we greet the day with optimism and anticipation. When patients “Ask for Mary,” they experience a culture that has been sculpted for more than a century. Our hallmark is to carefully listen to patients and innovatively serve them. This is true of every employee, from support staff and leadership, to clinicians and care providers. 

Mary Free Bed is a not-for-profit, nationally accredited rehabilitation hospital serving thousands of children and adults each year through inpatient, outpatient, sub-acute rehabilitation, orthotics and prosthetics and home and community programs. With the most comprehensive rehabilitation services in Michigan and an exclusive focus on rehabilitation, Mary Free Bed physicians, nurses and therapists help our patients achieve outstanding clinical outcomes. The growing Mary Free Bed Network provides patients throughout the state with access to our unique standard of care

Mission Statement                                                                                                                           

Restoring hope and freedom through rehabilitation.

Employment Value Proposition     

At Mary Free Bed, we take pride in our values-based culture:

• Focus on Patient Care.  A selfless drive to serve and heal connects all MFB employees.

• Clinical Variety and Challenge. An inter-disciplinary approach and a top team of professionals create ever-changing opportunities and activities.

• Family Culture.  We offer the stability of a large organization while nurturing the family/team atmosphere of a small organization.

• Trust in Each Other.  Each employee knows that co-workers can be trusted to make the right decision for our family, patients, staff, and community.

• A Proud Tradition. Years of dedicated, quality service to our patients and community have yielded a reputation that fills our employees with pride. 

Summary                                                                                                                                          

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                                                                   

• Greets, provides information, and responds to the needs of patients, families, staff, and other visitors at the check-in/out desk.

• Accurately collects and analyzes all required demographic, insurance/financial, and clinical data elements necessary to pre-register and register all types of patients.

• Coordinates/schedules initial evaluation and subsequent patient appointments for multi-disciplines based on patient needs.

• Manages calls from insurance/care managers to coordinate multi discipline care for patients.

• Collects any expected charge for service provided and complete timely posting of cash collections, accepting and generating appropriate receipts for monies and credit card payments received; provide financial guidance to achieve a mutually acceptable resolution of the expected self-pay balance including options of payment and charity care.

• Receives and properly responds to telephone, electronic, or face-to-face inquiries from patients or their legal representatives.

• Performs all other appropriate activities as directed and as necessary to meet the patient’s needs and to achieve expected departmental and organizational outcomes.

• Provides various other responsibilities and clerical/therapist support as delegated by Manager.

Other responsibilities:

• Provides patient care as requested by therapist:

  • Transports and transfers patients observing safety precautions and good body mechanics.

• Maintains a clean and orderly workplace:

  • Acquires and replaces equipment and supplies in proper place following treatment.

  • Cleans and maintains equipment according to department infection control policies and procedures.

  • Maintains storage and inventory of equipment and supplies.

  • Maintains adequate clean linen supply and changes linen in accordance with established guidelines.

  • Maintains treatment areas in a clean and orderly condition.

• Functions as patient advocate and maintains patient confidentiality.

• May order and maintain inventory as assigned by supervisor.

• Performs one or more of the following duties according to program need:

• Organizes and maintains patient chargeable equipment inventory.

• Maintains training equipment.

• Assumes patient care and clerical duties under therapist direction across all inpatient programs and/or disciplines.

• We’ll embrace all people by: 

  • ​Treating everyone with dignity and respect. 

  • ​Opening more doors to opportunity for others to succeed. 

  • ​Growing talent and people. 

  • ​Ensuring a welcoming experience for all we serve, regardless of origin, race, religion, disability, sexual orientation or socioeconomic status.  

  • ​Taking action against discrimination. 

  • ​Honoring our differences and how we collaborate. 

  • ​Educating staff, patients and the communities we care for. 

  • ​Restoring hope and freedom, together. 

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.

Responsibilities in Quality Improvement                                                                         

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

Essential Job Qualifications                                                                                                          

• Minimum of the GED/Diploma

• 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.

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.

Physical Requirements for Essential Job Qualification

Levels:

• None (No specific requirements)

• Occasionally (Less than 1/3)

• Frequently (1/3 to 2/3)

• Majority (More than 2/3)

Remain in a stationary position: Frequently

Traverse or move around work location: Occasionally

Use keyboard: Frequently

Operate or use department specific equipment: None

Ascend/Descend equipment or ladder: None

Position self to accomplish the Essential Functions of the role: Frequently

Receive and communicate information and ideas for understanding: Frequently

Transport, position, and/or exert force:

Up to 10 pounds: Occasionally

Up to 25 pounds: Occasionally

Up to 50 pounds: Occasionally

Up to 75 pounds: Occasionally

More than 100 pounds: Occasionally

Other weight: Up to___ pounds:

 Other: None

Consistent with the Americans with Disabilities Act (ADA), it is the policy of Mary Free Bed Rehabilitation Hospital to provide reasonable accommodation when requested by a qualified applicant or employee with a disability, unless such accommodation would cause an undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment, including the application process. If reasonable accommodation is needed, please contact the Talent Acquisition team at [email protected].

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.