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. 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.
ABVI is a not-for-profit, 501c3 organization. Founded over a hundred years ago, we work with individuals struggling with their loss of sight, to help them adjust to their new reality. Through our low-vision clinic we evaluate the extent of vision loss and then provide services to help our clients reach their goals. Whether it be assistive technology to improve the ability to carry out daily activities, or in-home rehabilitation to help with daily living skills, or one-on-one supportive counseling to help with feelings of isolation, anxiety and depression or peer support groups to provide encouragement, education and friendships, our specialists will help our clients build a plan that will help them become more independent and live their lives with confidence and dignity.
We serve clients of all ages. As the potential for visual impairment increases with age, most of our clients are senior citizens. No one is turned away from our services due to an inability to pay.
In January of 2020 ABVI became an independent subsidiary of Mary Free Bed Rehabilitation Hospital, allowing both organizations to share knowledge and resources to provide an exceptional service experience for our clients and their families.
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, 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. In addition, the Senior Patient Service Representative will provide training support and compliance and education requirements for the Patient Service Representative team.
Essential Job Responsibilities:
- Responsible for the duties outlined in the job description for the Patient Service Representative (job code: 2034)
- Receive and properly respond to telephone, electronic, or face-to-face inquiries from patients or their legal representatives.
- May also be assigned escalated issues and inquiries
- Provide training support functions as assigned:
- Provide and update training materials for new PSR orientation
- Observe and provide back up support to new PSR's as they transition to full responsibility of their job duties
- Provide EMR training to any new or established employee including scheduling appointments, registration, checking patients in/out, and printing reports
- Provide coverage and serve as the full time PSR for new off-site locations until new staff are successfully on-boarded
- Travel to existing and new offsite locations to train on PSR job duties
- Assist in implementation of new processes/protocols as they roll out across new locations and follow up to verify accuracy
- Provide support functions for compliance and education:
- Participate with internal and external departments in projects involving the coordination of multiple teams involved in the implementation of enhanced business processes/system conversions
- Attend and contribute to meetings with necessary departments to ensure OP Access team is up to date on billing and CPT coding, pricing changes, ICD-10, and compliance issues, representing OP Access leadership as assigned
- Maintain appropriate level of knowledge of revenue cycle process as well as the practice management software from vendor training and third-party education (e.g. payers, seminars, etc.)
- Perform all other appropriate activities as directed and as necessary to meet the patient's needs and to achieve expected departmental and organizational outcomes
- Provide various other responsibilities and clerical/therapist support as delegated by Manager
Essential Job Qualifications (Knowledge, Education, and Training Requirements)
- Associates Degree or equivalent business classes/experience
- Minimum 12-18 months' work experience in healthcare with scheduling and/or patient financial related job duties.
- 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.
- Physical Demands: Able to exert up to 10 pounds of force occasionally (up to 1/3 of the time).
- Able to lift, carry, push, pull, up to 10 pounds occasionally; able to sit for the majority of the time, nut may involve brief periods of time involving walking or standing; able to use keyboard frequently (1/3 to 2/3 of the time)
Other Preferred Job Qualifications:
- Bachelor's Degree in a health-related field
- Working knowledge of ICD-10-CM and CPT coding classification systems.
- Knowledge of medical terminology and clinical rehabilitation.
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
Commitment to Diversity, Equity and Inclusion
Embrace Diversity, Equity and Inclusion, by:
- Treating everyone with dignity and respect
- Opening more doors to opportunities for underrepresented cultures
- Growing talent and people
- Evaluating and eliminating disparities
- Taking action against injustices, bias and racism
- Honoring our differences and how to collaborate
- Educating staff, patients and the communities we care for
- Restoring Hope and Freedom, together
Responsibilities in Quality Improvement:
Contribute by identifying problems and seeking solutions. Promote patient/family satisfaction where possible; participate in departmental efforts to monitor and report customer service.
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.