PAS Pre-Service Representative

POSITION SUMMARY
This position works to pre-register and financially clear patients scheduled for services prior to the date of service. This includes demographic verification, insurance eligibility, estimate creation and prior balance review. This position also communicates and educates patients on insurance benefits, financial liability and patient estimates in accordance with the No Surprise Billing regulations, patient options and secures patient liability ahead of service.

CORE FUNCTIONS
1. Demonstrates a thorough understanding of insurance guidelines for scheduled services. Proficiently verifies, reads and understands insurance benefits, accurately creates patient estimates for services rendered using estimator tools, able to educate patient on their insurance benefits and estimate. Collects patient responsibility. Must be able to consistently meet monthly individual collection target as determined by management.

2. Demonstrates the ability to prioritize workload in order to accurately complete daily worklist. This may include working with department/central scheduling, ordering provider and/or payer in order to fully clear a patient's account prior to the date of service.

3. May develop payment plans for all patients that are not able to pay their full liability at the time of service. May obtain and/or validate authorizations for scheduled procedures.

4. Daily focus on attaining productivity standards, recommends new approaches for enhancing workflow, and/or patient experience and productivity.

5. Conducts internal/external customer interactions over the phone. Demonstrates clear understanding that this position creates the first impression for our patient's experience with Banner Health. Demonstrates a positive patient experience through interactions and effective communication.

6. Completes and/or attends training and education sessions, including facility department meetings within approved organizational guidelines and timeframes. Adheres to Banner Health's organizational policies and procedures for relevant location and job scope.

7. Performs other duties as assigned by management.

8. Works independently under general supervision, leads and follows structured work, including resolving patient concerns. Knows when to escalate issues to leader in order to maximize customer experience. Must be able to learn and multitask through multiple applications in order to accomplish daily work list.


MINIMUM QUALIFICATIONS

High school diploma/GED is required.

Must have one to two years of customer service and/or financial-related work experience.

Must have excellent customer service and interpersonal skills, both verbally and written.

Clear understanding of the impact financial counseling has on Revenue Cycle operations and financial performance. Demonstrated negotiation skills, ability to prioritize and manage multiple tasks simultaneously, and to effectively anticipate and respond to issues as needed in a dynamic work environment. Demonstrated ability to use PC based office productivity tools (e.g., Microsoft Outlook, Microsoft Excel) as necessary; general computer skills necessary to work effectively in an office environment. Dedication to treating both internal and external constituents as clients and customers, maintaining a flexible customer service approach and orientation that emphasizes service satisfaction and quality.

PREFERRED QUALIFICATIONS

Work experience with the Company’s systems and processes is preferred. May have related experience with financial institution or background, CHAA certification preferred, understanding of medical terminology, previous EMR experience preferred.

Additional related education and/or experience preferred.