What are the responsibilities and job description for the Patient Relations Representative position at RSi?
Patient Relations Representative (Onsite) Hocking Valley Community Hospital
Job Title:
Patient Relations Representative
Name:
Department/Group:
Insurance
Reports To
Insurance Manager
Job Category:
Non-exempt
Travel Required:
None
Position Type:
Full Time, Hourly
Job Description
Job Summary:
The Patient Relations Representative will play a crucial role in ensuring exceptional patient experiences by addressing inquiries, resolving concerns, and facilitating effective communication between patients and healthcare providers.
Essential Job Functions:
- Serve as the primary point of contact for patients, providing empathetic and respectful assistance.
- Respond to inquiries regarding appointments, billing, medical records, and general information with a focus on patient satisfaction.
- Address and resolve patient concerns and complaints promptly and effectively.
- Post patient payments and back-up to insurance posting.
- Collaborate with internal departments to investigate and provide solutions to patient issues.
- Advocate for patients and ensure their needs are understood and addressed.
- Work to improve patient experiences by identifying and recommending process improvements.
- Assist patients in scheduling appointments, coordinating referrals, and providing necessary information for upcoming visits.
- Provide patients with information on medical procedures, insurance coverage, and other relevant topics in a clear and understandable manner.
- Monitor and maintain service quality standards to ensure a positive patient experience.
- Seek feedback from patients to identify areas for improvement and implement changes accordingly.
- Accurately document all patient interactions and related information in the electronic health record (EHR) system.
- Adheres to all company and departmental policy and procedures.
- Performs other related duties as assigned.
Required Skills/Abilities:
- Exceptional verbal and written communication skills with a focus on clarity and empathy.
- Ability to communicate effectively with patients, family members, and healthcare professionals.
- Genuine concern for the well-being of patients and the ability to convey empathy in all interactions.
- Strong problem-solving skills with the ability to find creative solutions to patient concerns.
- Comfortable using electronic health record (EHR) systems, scheduling software, and other customer service tools.
- Ability to adapt to changing priorities and handle challenging situations with professionalism.
- Customer-centric approach with the ability to navigate sensitive situations with professionalism
- Thorough understanding of remittance advice files
- Exceptional organizational skills
- Ability to work collaboratively in a fast-paced healthcare environment.
Education and Experience:
- High school diploma or equivalent. Additional education or training in customer service or healthcare administration is a plus.
- Previous customer service experience, preferably in a healthcare setting.
- Familiarity with medical terminology and healthcare processes is beneficial.
Physical Requirements:
- Prolonged periods sitting at a desk and working on a computer.
- Must be able to lift up to 15 pounds at times.
NOTE: This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization. Internal transfer policy applies.
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