Front Desk Representative

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For positions that have only a rate listed, the displayed rate is the hiring rate but could be subject to change based on shift differential, experience, education or other relevant factors.

Job Summary

Serves as first contact for patient inquiries, provides excellent customer service with all patient interactions. Responsibilities include screening, verification, scheduling, and registration of all therapy patients at the site.

Essential Functions

• Implements all policies and procedures for the Outpatient Patient Financial Services Department and makes recommendations to adjust policies and procedures to the Manager when appropriate.
• Manages patient inquiries and messages, responding in a timely manner.
• Acts as a liaison between Patient Financial Services and Clinical Departments.
• Performs the daily functions of screening, insurance verification, scheduling, case management and registration activities.
• Reviews all referrals for appropriate medical information necessary for treatment and billing.
• Obtains from patients’ demographic and insurance information and enters it into the hospitals’ EMR system.
• Verifies insurance benefits via online eligibility system or other methods to determine appropriate insurance coverage for treatment.
• Checks in all patients to the EMR system on arrival, in a timely manner, correcting any registration errors (example occurrence codes) at the time of the visit.
• Ensure that all required documents are signed and entered into EMR system.
• Advises patients of insurance coverage and potential out-of-pocket expenses.
• Collects all co-payments and deposits for self-pay patients and provides receipts. Follows all cash drawer procedures related to collection and reconciliation of co-pays and petty cash management.
• Schedules outpatient therapy appointments according to department policy.
• For new patients, prepares and distributes clinical folder containing referral information and completed intake forms to the evaluating therapist.
• Notifies clinical departments and patients when insurance will no longer cover treatment.
• Refers all billing inquiries to Patient Financial Services.
• Demonstrates the ability to communicate with pediatric, adolescent, young adult and geriatric patients and visitors.
• Practices Standard Precautions. Follows regulations, policies and guidelines on the prevention of infections; does not eat or drink in patient care areas.
• Maintains confidentiality of information; abides by HIPAA regulations.
• Maintains a professional image and follows Hospital’s policy on uniforms; consistently wears hospital ID.
• Demonstrates reliable, on-time attendance, which is an essential function of all jobs at Burke.
• Completes mandatory annual learning (Learning Harbor) within deadline.
• Personally adheres to Burke C.A.R.E.S. philosophy by demonstrating compassion, accountability, respect and exceeding expectations through service excellence.
• Performs other related tasks duties as assigned.

Qualifications

• College preferred
• 1-2 years insurance/billing/scheduling experience Required
• Healthcare environment experience Preferred
• Epic experience Preferred
• Heavy interdepartmental, patient and outside third party interaction.
• Must be able to communicate professionally with diplomacy and tact at all times.
• Flexible and able to easily adapt to a variety of situations.
• Strong computer, written, and communication skills required.
• Knowledge of medical terminology preferred.

The Burke Rehabilitation Hospital is an equal employment opportunity employer. The Burke Rehabilitation Hospital will recruit, hire, train, transfer, promote, layoff and discharge associates in all job classifications without regard to their race, color, religion, creed, national origin, alienage or citizenship status, age, gender, actual or presumed disability, history of disability, sexual orientation, gender identity, gender expression, genetic predisposition or carrier status, pregnancy, military status, marital status, or partnership status, or any other characteristic protected by law.