Representative interacts in a customer focused and compassionate manner to ensure patients’ needs are met and that they understand the hospital’s policies for the resolution of patient financial liabilities and the various available payment options. Screen patients for insurance, DSH and charity.

Organizational Expectations

Provides a positive and profession representation of the organization.

Promotes culture of safety for patients and employees through proper identification, reporting, documentation and prevention.

Maintains hospital standards for a clean and quiet patient environment to maintain a positive patient care experience.

Maintains competency and knowledge of current standards, of practice, trends, and developments in related scope of job role or practice.

Adheres to infection-control policies and protocols, medication administration and storage procedures, and controlled substance regulations.

Participates in ongoing quality improvement activities.

Maintains compliance with organization's policies, as well as established practices, protocols, and procedures of the position, department, and applicable professional standards.

Complies with organizational and regulatory policies for handling confidential patient information.

Demonstrates excellent customer service through his/her attitude and actions, consistent with the standards contains in the Vision, Mission, and Values of the organizational.

Adheres to professional standards, hospital policies and procedures, federal, state, and local requirements. and TJC standards and/or standards from other accrediting bodies.

Nonessential Functions

Other duties as assigned.

Essential Functions

Collects, analyzes and records demographic, insurance, and financial data to determine if the patient qualifies for DSH, Charity or possible Medicaid.

Daily reviews patient lists for possible patients that need financial assistance, seeks those patients out by visiting floors, telephone, patient interviews or other means in an effort to help patients with bills and ensure JSMC financial viability.

Aids patient in completing any applications for DSH, Charity, Medicaid and other financial assistance applications as well as helps patients to sign up for insurance through KYNECT.

Has a good understanding of the patient account system to explain balances on bills such as co-insurance, co pays and deductibles to the patient in an informative, positive and courteous manner.

Maintains a calm reassuring demeanor with patients or family members who may be upset over concerns about charging or amount owed on a bill.

Works with extended business office agencies and bad debt agencies to ensure they have the most up to date information on a patient account as necessary

Set up appropriate payment arrangements as dictated by JSMC policies and procedures.

Completes defined work queues.

Maintains DSH logs and submits to the appropriate agency.

Maintains confidentiality of all protected health information.

Make appropriate notes on patient’s accounts as needed.

Returns all phone calls with 24 hours of receipt of message.

Adheres to policies and procedures as required by Jennie Stuart Medical Center.

Participates in and attend meetings and training as required.