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Patient Account Representative - Onsite

Company: Quantum Health
Location: Columbus
Posted on: April 10, 2021

Job Description:

Position Description
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Title
PSR - Patient Services Representative
Location
Columbus, OH
Department Name
Pod Operations
Reports To
Pod Manager
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Job Summary
PSRs are Healthcare Warriors; they are helpers, researchers, collaborators, investigators, problem solvers and subject matter experts in health benefits navigation.-- They provide guidance and advocacy services for clients, and work as a conduit between members and service providers to assist them through the complicated task of untangling the web that is healthcare. They must possess a unique combination of skills that include critical thinking, tech savviness, agility, empathy, listening, and strong verbal and written communication skills.-- This includes the ability to breakdown complex situations and communicate them in easily understandable terms. --They must be intuitive and enjoy the thrill of solving intricate puzzles, as well as, have a passion for understanding and helping others through their unchosen healthcare journey is essential.
Essential Roles and Responsibilities
% of Time Spent
Essential Tasks/Duties/Responsibilities
95

* Provide exceptional customer service through inbound/outbound calls.
* Offering empathetic and individualized member guidance, work can include verifying benefits; creating authorizations for treatment based on the members' health plan.
* Asking probing questions to recognize addition needs, including those beyond their healthcare benefits and providing additional resources/solutions.
* Acting as advocates for our members by communicating with network liaisons, medical and finance staff at hospitals and physicians' offices as an advocate for our members; Investigating billing discrepancies and claim issues.
* Work in close collaboration with Quantum Health nursing/medical staff and identify when member should be connected with a QH nurse.
* PSRs must be highly accountable by following-up and following-through to ensure our members' needs are met.-- The Quantum term for this is "Stick With Them".
5

* Participate in Quantum Health's business growth projects as needed.
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Skills and Qualifications

* Full-time position requires successful completion of a 6 weeks of training, which includes passing two assessments: Monday - Friday from 9:00 AM - 6:00 PM.--
* PSRs participate in a three-week classroom training program, where they have requisite reading and homework. They are then required to pass a comprehensive assessment prior to moving into a three-week cultivation period.-- During cultivation, PSRs take live member and provider calls and begin solving member issues under very close supervision. At the conclusion of cultivation, PSRs are required to pass a final assessment.--
* Upon successful completion, they are assigned to a Pod, and shift is assigned within hours of 10:00 AM - 10:00 PM Monday - Friday as business needs dictate

* High school diploma or equivalent
* Proficient in Microsoft Word and Excel
* Accountable and reliable
* Adaptable with a desire to learn and acquire new skills
* Ability to type and answer emails in a timely manner
* Strong desire to help others and caring attitude
* Attentive and good listener
* Strong customer service skills
* Ability to function as a team member within one's own group
* Ability to work independently without close supervision
* Ability to receive and accept feedback from multiple support sources (Manager, Team Leads, Quality Coaches, Peers, etc.)
* Able to remain in one set location for long periods of time
* All job offers are contingent on successful completion of a background check
* Protect and take care of our company and member's data every day by committing to work within our company ethics and policies
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Keywords: Quantum Health, Columbus , Patient Account Representative - Onsite, Other , Columbus, Ohio

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