Guest Service Representative

Position Summary:

Under the direction of the Patient Access Manager, Supervisor, or Lead, the Patient Access Services Representative plays a vital role in ensuring a positive patient experience. This position is responsible for registering inpatients, outpatients, and emergency room patients by conducting professional interviews to gather demographic, financial, and biographical information.

The representative will also handle cashiering responsibilities, including collecting co-pays in the Emergency Department, estimated service costs in outpatient areas, and payments on existing accounts. Additionally, this role involves answering patient inquiries related to cost estimates and balances, offering payment options, and assisting with financial clearance when necessary.

Delivering excellent customer service and adhering to PH Standards of Behavior are essential aspects of this role.

Education Requirements:

• High school diploma or GED required.
• Coursework or knowledge in Medical Terminology is preferred.

Experience:

• Minimum of two years clerical experience.
• Proficient in Microsoft Windows and general computer applications.
• At least two years of customer service experience required.

Additional Qualifications:

• Excellent verbal and written communication skills.
• Must attend a mandatory 5-week Patient Access Services training program.
  • A passing score of 90% or higher is required.
  • Applicants scoring between 80%-89% may retake the test once.
• Strong multitasking and critical thinking skills with the ability to work independently.

Key Competencies:

• Professional demeanor with a focus on service excellence.
• Attention to detail and accuracy in data entry.
• Ability to handle confidential information with discretion.
• Adaptability in a fast-paced, patient-centered environment.