Patient service representative

At Memorial, we are dedicated to improving the health, well-being and, most of all, quality of life for the people entrusted to our care.

An unwavering commitment to our service vision is what makes the difference. It is the foundation of The Memorial Experience.

Summary :

The Patient Financial Services Representative (PFSR) serves as the first point of contact in greeting patients and guarantors in the hospital, ambulatory or medical office setting.

The PFSR engages with the patient or guarantor to obtain pertinent information and answer any questions in an effort to ensure that all required demographic, financial, and insurance eligibility information is gathered and verified.

Ensures all required notices and consent forms are signed accordingly.

Responsibilities :

Provides direction, orientation, training, coaching, and mentoring to staff. Performs or assists with performance evaluations and disciplinary actions.

Performs staff responsibilities as needed to meet departmental goals. Leads the handling and resolution of complex issues and complaints.

Determines, coordinates and supervises daily staffing assignments and levels.Assesses quality of services delivered and facilitates staff development programs.

Ensures staff compliance with departmental and organizational policies, procedures, and protocols.

Competencies :

ACCOUNTABILITY, CUSTOMER SERVICE, EFFECTIVE COMMUNICATION, LEADING BY COACHING, MANAGING PEOPLE, PATIENT AND FAMILY CENTERED CARE, PRODUCTIVE WORK MEETINGS, RESPONDING TO CHANGE, STANDARDS OF BEHAVIOR

Education and Certification Requirements :

High School Diploma or Equivalent (Required)

Additional Job Information :

Complexity of Work : Requires excellent communication skills, critical thinking skills, decisive judgment, and the ability to work with minimal supervision.

Must be able to work in a stressful environment and take appropriate action. Ability to work and build relationships collaboratively.

Required Work Experience : No experience required. One (1) year of related hospital, medical office, or customer service experience preferred.

Other Information : In Memorial Physician Group (specialty practices), additional responsibilities include : (1) obtain specialty authorizations (2) authorization denial and peer to peer process (3) patient care navigation ex : surgical and procedural coordination and scheduling for patient specific populations (4) handle all incoming calls and physician and hospital back line (5) obtain and confirm referralsIn the Hospital, additional responsibilities include : (1) Upon validation of patient identity, place identification band on patient (2) obtain signatures for hospital specific regulatory forms not required in an ambulatory or office setting (3) obtain authorizations for walk-in appointments (4) determine when financial assistance is needed.

In Memorial Primary Care, additional responsibilities include : (1) MIH-MPC program patient referral, payment collection and eligibility scheduling (2) process referral work-ques and same day access requests (3) work with Patient Access Center on real time patient requests (4) address prescription refill requests, patient advice requests through MyChart, and provider scheduling template.

Working Conditions and Physical Requirements :

• Bending and Stooping 60%
• Climbing 0%
• Keyboard Entry 100%
• Kneeling 0%
• Lifting / Carrying Patients 35 Pounds or Greater 60%
• Lifting or Carrying 0 - 25 lbs Non-Patient 80%
• Lifting or Carrying >

75 lbs Non-Patient 0%

• Pushing or Pulling 0 - 25 lbs Non-Patient 80%
• Pushing or Pulling 26 - 75 lbs Non-Patient 80%
• Pushing or Pulling >

75 lbs Non-Patient 0%

• Reaching 80%
• Repetitive Movement Foot / Leg 0%
• Repetitive Movement Hand / Arm 80%
• Running 0%
• Sitting 80%
• Squatting 80%
• Standing 80%
• Walking 80%
• Audible Speech 80%
• Hearing Acuity 80%
• Smelling Acuity 0%
• Taste Discrimination 0%
• Depth Perception 80%
• Distinguish Color 0%
• Seeing - Far 80%
• Seeing - Near 80%
• Bio hazardous Waste 60%
• Biological Hazards - Respiratory 60%
• Biological Hazards - Skin or Ingestion 60%
• Blood and / or Bodily Fluids 60%
• Communicable Diseases and / or Pathogens 60%
• Asbestos 0%
• Cytotoxic Chemicals 0%
• Dust 0%
• Gas / Vapors / Fumes 60%
• Hazardous Chemicals 60%
• Hazardous Medication 60%
• Latex 60%
• Computer Monitor 100%
• Domestic Animals 0%
• Extreme Heat / Cold 0%
• Fire Risk 0%
• Hazardous Noise 0%
• Heating Devices 0%
• Hypoxia 0%
• Laser / High Intensity Lights 0%
• Magnetic Fields 0%
• Moving Mechanical Parts 0%
• Needles / Sharp Objects 60%
• Potential Electric Shock 0%
• Potential for Physical Assault 40%
• Radiation 0%
• Sudden Decompression During Flights 0%
• Unprotected Heights 0%
• Wet or Slippery Surfaces 40%

Shift : Days

Days

Disclaimer : This job description is not intended, nor should it be construed to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with the job.

It is intended to indicate the general nature and level of work performed by employees within this classification.

Wages shown on independent job boards reflect market averages, not specific to any employer. We encourage candidates to talk to their Memorial Healthcare System recruiter to discuss actual pay rates, during the hiring process.

Memorial Healthcare System is proud to be an equal opportunity employer committed to workplace diversity.

Memorial Healthcare System recruits, hires and promotes qualified candidates for employment opportunities without regard to race, color, age, religion, gender, gender identity or expression, sexual orientation, national origin, veteran status, disability, genetic information, or any factor prohibited by law.

We are proud to offer Veteran’s Preference to former military, reservists and military spouses (including widows and widowers).

You must indicate your status on your application to take advantage of this program.

Employment is subject to post offer, pre-placement assessment, including drug testing.

If you need reasonable accommodation during the application process, please call 954-276-8340 (M-F, 8am-5pm) or email

Last updated : 2024-09-05