Patient Services Representative

Job Overview:

The purpose of the Patient Service Representative (PSR) will be to assist in presenting the face and voice of the Rutgers Cancer Institute of NJ services to our current and potential patient populations. The Patient Service Representative will coordinate scheduling Medical, Surgical and Radiation Oncology as well as Infusion and referral appointments at all appropriate sites to ensure and enhance coordination of care for every patient. The Patient Service Representative will be the hub for all incoming external and internal requests related to scheduling appointments for all clinic sites, confirming and updating demographic and insurance as needed, and confirming referrals are active for upcoming visits.

Qualifications:

Required:

• Highly effective oral and written communication skills
• Computer literate with proficiency and working knowledge of database and reporting tools such as Microsoft Word, Excel, Power Point and Adobe Acrobat

Preferred:

• Knowledge of medical terminology
• Zero to three years of related experience within the healthcare field
• Ability to read, write, and speak or communicate in English to successfully accomplish the essential duties of the position

Scheduling Requirements:

• Shift working, Days 9:00am-5:30pm
• Monday through Friday, & 2-3 Saturdays per year
• Rotating holidays
• Full-Time, 40 hours per week

Essential Functions:

1. As a Patient Service Representative, actively participates in ensuring that telephone calls or electronic requests are handled in an effective and consumer- friendly manner.
   1. Promptly answers Cancer Institute of New Jersey Patient Service Center telephones if applicable; makes every effort to respond within three rings.
   2. Responds to telephone and in person contacts with patients or family members in an appropriately courteous, helpful fashion.
   3. Responds to telephone or in person referrals, inquiries, and other contacts with professionals, outside agencies, and other parties in a professional and cordial manner.
2. Processes telephone or in person service requests/referrals while adhering to prescribed Cancer Institute of New Jersey Patient Service Center procedures.
3. Maintains comprehensive and up-to-date knowledge of programs, services and providers offered at Cancer Institute of New Jersey and the eligibility criteria for said programs and providers.
4. Maintains comprehensive and up-to-date knowledge of insurance grids, contracts and other relationships with managed care organizations in order to correctly process requests or otherwise refer/guide a patient or family member
5. Enters patient s demographic/insurance information according to approved protocol. Contacts insurance companies to obtain effective/termination dates.
6. Verifies insurance eligibility using approved tools on all patients for all upcoming appointments. Notifies patient of any copays or outstanding balances.
7. Refers appropriately to Financial Counselor including but not limited to: uninsured, underinsured, patients with non-participating insurance, missing therapy authorization.
8. Reviews and resolves registration edits for both clinic and outpatient services in the appropriate registration systems
9. If in the call center setting, work cancellation or confirmation report by making outbound calls to reschedule patient appointments.
10. If in the clinic setting, receive payments from patients, posts payments to billing records, reconciles payment on account, and performs other routine bookkeeping tasks in accordance with established policies and procedures. Answers routine inquiries with regard to status of patient billing, insurance payments, etc.
11. Reviews provider schedules daily for any openings to ensure proper provider utilization. Updates all scheduled appointments with referring physician information and ensures all appointments scheduled for the same date of service are linked in EMR.
12. Schedules all daily appointments using EMR software application initiating the patient registration.
13. Greets patients in a courteous and professional manner. Keeps patients waiting to be seen appraised of inordinate delays in being seen by physician and the reason.
14. Under the direction of the Cancer Institute of New Jersey Supervisor, Ambulatory Services explains referral/disposition recommendation to patient in a clear and supportive fashion, as indicated by satisfactory rates of compliance determined by supervisor and employee
15. Establishes rapport with external Cancer Institute of New Jersey customers including physicians and health care organizations.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Benefits and Perks:

At RWJBarnabas Health, our market-competitive Total Rewards package provides comprehensive benefits and resources to support our employees physical, emotional, social, and financial health.

• Paid Time Off (PTO)
• Medical and Prescription Drug Insurance
• Dental and Vision Insurance
• Retirement Plans
• Short & Long Term Disability
• Life & Accidental Death Insurance
• Tuition Reimbursement
• Health Care/Dependent Care Flexible Spending Accounts
• Wellness Programs
• Voluntary Benefits (e.g., Pet Insurance)
• Discounts Through our Partners such as NJ Devils, NJ PAC, Verizon, and more!

Choosing RWJBarnabas Health!

RWJBarnabas Health is the premier health care destination providing patient-centered, high-quality academic medicine in a compassionate and equitable manner, while delivering a best-in-class work experience to every member of the team. We honor and appreciate the privilege of creating and sustaining healthier communities, one person and one community at a time. As the leading academic health system in New Jersey, we advance innovative strategies in high-quality patient care, education, and research to address both the clinical and social determinants of health.

RWJBarnabas Health aims to truly make a unique impact in local communities throughout New Jersey. From vastly improving the health of local residents to creating educational and career opportunities, this combination greatly benefits the state. We understand the growing and evolving needs of residents in New Jersey whether that be enhancing the coordination for treating complex health conditions or improving community health through local programs and education.

Equal Opportunity Employer