Patient Services Representative

INTEGRIS Health Cardiovascular Physicians, Oklahoma’s largest not-for-profit health system has a great opportunity for a Patient Service Rep or Patient Access Specialist in Oklahoma City, OK.  In this position, you’ll work Monday – Friday Days with our team providing exceptional care to those who have entrusted INTEGRIS Health with their healthcare needs. If our mission of partnering with people to live healthier lives speaks to you, apply today and learn more about our recently enhanced benefits package for all eligible caregivers such as, front-loaded PTO, 100% INTEGRIS Health paid short-term disability, increased retirement match, and paid family leave. We invite you to join us as we strive to be The Most Trusted Partner for Health.​

The Patient Services Representative is responsible for answering telephones, taking concise messages, scanning and indexing information into the medical record, handling requests for medical records and basic scheduling,  This position requires population specific competencies. Adheres to National Patient Safety Goals as appropriate based pm the level of patient contact this position requires. 

The Patient Access Specialist is responsible for the provision of patient access activity for ancillary, diagnostic, surgical and emergency services as assigned to facilitate efficient operations, expeditious reimbursement and optimal customer satisfaction and employee satisfaction. Acts as a liaison between INTEGRIS and patients, providers, and payers for all pre-care matters related to account resolution. Provides information regarding the patients coverage eligibility and benefits, patients financial liability, INTEGRIS Health's billing practices and policies. Assists patients in understanding coverage benefits and coverage terminology.

INTEGRIS is an Equal Opportunity/Affirmative Action Employer. All applicants will receive consideration regardless of membership in any protected status as defined by applicable state or federal law, including protected veteran or disability status.

Patient Service Rep

• 1 year clerical experience preferred
• Experience in the following areas: responsibility for cashier procedures and/or basic accounting, clinic check in/out procedures, basic health insurance, HMO, PPO, and basic medical terminology, general knowledge of CPT and ICD-9 coding preferred
• 6 months customer service experience, 6 months telephone customer service experience preferred
• Must be able to communicate effectively in English (Verbal/Written)

Patient Access Specialist 

• 1 year of Patient Access operations activities (scheduling/registration/insurance) or related experience (billing, collections, accounts receivables)
• Previous experience in one of the following: scheduling, registration, insurance, billing, collections, and customer service in either a hospital or physician's office setting
• May consider successful completion of 1100+ related Career Tech program or one year of college coursework in a related field in lieu of experience
• College coursework in related field or Healthcare Certification (AAHAM CRCS, HFMA CRCR, NAHAM CHAA) preferred
• Previous experience should include utilizing standard office equipment and PC software
• Previous experience with medical terminology, basic ICD 10 and CPT coding preferred
• Must be able to communicate effectively with others in English (verbal/written)

The Patient Services Representative responsibilities include, but are not limited to, the following:

• Responsible for receiving and/or dispatching incoming phone calls
• Collects payments for copays and deductibles
• Makes financial arrangements for patients
• Performs check in and out duties accurately and timely
• Makes appointments for visits and, if an emergency, informs a clinical employee or provider
• Verifies insurance eligibility and benefits and records the information in the medical record; completes referrals to specialty providers, home health, etc.
• Accurately enters patient demographics into the practice management system
• Takes messages when answering the telephone, correctly spelling names and identifying patient by two patient identifiers according to National Patient Safety Goals
• Takes clear and concise messages from pharmacies, physicians and hospital personnel; directs the message to the Clinical employee and/or Provider
• Manages large call volume while maintaining excellent telephone etiquette
• Organizes workflow to meet patient needs in a timely manner
• Reports to Office Manager/Supervisor.

This position may have additional or varied physical demand and/or respiratory fit test requirements. Please consult the Physical Demands Project SharePoint site or contact Risk Management/Employee Health for additional information. Must be able to handle a high volume of telephone calls (potentially hundreds per day), and high volume of patient interaction (potentially hundreds per day), i.e., scheduling appointments, discussing billing problems, setting up payment arrangements, collecting past due payments. Must be able to handle multiple tasks and work in a high stress environment. May be required to drive.

All applicants will receive consideration regardless of membership in any protected status as defined by applicable state or federal law, including protected veteran or disability status.

The Patient Access Specialist responsibilities include, but are not limited to, the following:

• Ensures the appropriateness of complex patient access transactions including coverage eligibility, insurance verification, patient portion calculation and authorization requirement activity utilizing available systems and resources according to assigned protocol
• Performs financial counseling activity including screening for government programs and financial assistance, payment options and arrangements, processing point of service payments, verifying patient demographic information, obtaining signatures for required paperwork, document imaging and following documentation standards to facilitate efficient patient access according to assigned protocol
• Possesses the ability to use analytical thinking, independent judgment, and clinical knowledge to adjust service area schedules and accommodate special requests from internal and external customers
• Accepts inbound phone calls from patients, physician offices, insurance carriers, etc. with the intent to resolve the concern immediately.
• Collects patient payments and follows levels of authority to ensure financial clearance
• Documents all patient account activities concisely, including authorization and patient liability requirements
• Performs filing, data entry, and other duties as assigned.
• Responds promptly to patient inquiries regarding pre-care services, policies, coverage, benefits and financial liability * Utilizes multiple resources to resolve patient or payor inquiries while on the phone or preparing/reviewing patient accounts or prior authorization requirements
• Understands different payer regulations and can communicate effectively with patients regarding their coverage benefits and financial liability
• Participates in team-oriented process improvement initiatives for the department and organization
• Participates in continuous quality improvement efforts, establishes goals with supervisors and tracks progress
• Interprets and maintains compliance with performance standards, federal and state regulations including EMTALA and HIPAA, policies, procedures, guidelines, and third-party contracts
• Follows all safety rules while on the job, reports accidents promptly and corrects minor safety hazards

Reports to assigned supervisor.

This position may have additional or varied physical demand and/or respiratory fit test requirements. Please consult the Physical Demands Project SharePoint site or contact Risk Management/Employee Health for additional information. Potential for exposure to infections and communicable diseases, blood and body fluids, electrical equipment, chemicals. Must follow standard precautions.

All applicants will receive consideration regardless of membership in any protected status as defined by applicable state or federal law, including protected veteran or disability status.