PATIENT RESOURCE SPECIALIST

Min

USD $17.14/Hr.

Max

USD $26.56/Hr.

Overview

The Patient Resource Specialist is responsible for creating an excellent impression of Lincoln Memorial Hospital's resources to patients, families, and other external customers over the phone or in person. They work collaboratively with patients, providers, colleagues, and insurance companies to ensure that patient needs are met. The Patient Resource Specialist coordinates and participates in a variety of duties as part of the pre-visit process, including patient identification, pre-registration, pre-authorization, and appointment scheduling. They provide payment options, collect balances due, and initiate referrals for financial assistance per the Illinois Fair Patient Billing Act, Illinois Uninsured Patient Discount Act, and established procedures. The role also requires maintaining up-to-date knowledge of Joint Commission standards, Patient Rights and Responsibilities, HIPAA compliance, and health system policies.

 

Shift: DayHours: 8:00am – 4:30pmWeekends: As NeededFTE: 1.0

Qualifications

Education

• High school diploma or GED equivalent required.

Experience

• Two (2) years of business office experience, preferably in Patient Access, billing, collections, insurance principles/practices, or accounts receivable.

• Previous experience in Patient Financial Services is highly desirable.

• Three (3+) years of customer service experience required.

• Medical terminology, medical office registration, or billing experience strongly preferred.

• CPSI/Evident systems experience preferred.

Other Knowledge/Skills/Abilities

• Knowledge of medical terminology, CPT, HCPCS, CCI Edits, ICD-10 CM/PCS coding, Revenue Codes, UB-04, and EOB interpretation.

• Proficient computer skills with the ability to enter, retrieve, and notate data in patient accounting and related systems.

• Strong attention to detail, critical thinking, and problem-solving abilities.

• Excellent verbal and written communication skills. Must maintain a calm, professional demeanor in high-stress situations.

• Ability to work effectively with both internal and external customers.

• Flexible and able to exercise sound judgment and initiative in fast-paced environments with competing priorities.

• Proven ability to educate, persuade, and negotiate with patients and families.

• Familiarity with state/federal regulations, insurance guidelines, and Joint Commission policies and procedures (to be obtained within one year of hire and maintained thereafter).

Responsibilities

• Assist customers and others regarding patient account issues, offering clear guidance and resolutions.

• Educate patients and others on billing resolution, private pay options, collection efforts, coordination of benefits, third-party and governmental payment criteria, insurance coverage, payments, and denials.

• Serve as a liaison between external resources, colleagues, and patients to ensure smooth communication and assistance.

• Demonstrate superior patient relations and interpersonal skills, maintaining a calm demeanor while dealing with patients, colleagues, and the general public. Use tact, sensitivity, and sound judgment to promote a positive work environment.

• Coordinate accurate patient data collection to verify insurance eligibility and determine financial obligations, including collection of copayments and deductibles.

• Effectively negotiate with patients and families to explain, collect, and record patient payments and/or deposits, ensuring all information is entered accurately into electronic payment and patient accounting systems.

• Process and reconcile cash, checks, credit card transactions, and bank loans as appropriate, maintaining accuracy and security in the cash drawer.

• Prepare bank deposits for pickup in accordance with departmental procedures.

• Effectively triage, document, and initiate referrals for financial assistance, completing necessary paperwork or applications with MHS Patient Financial Services.

• Review and combine multiple financial accounts for individual patients. Explain available payment options and establish appropriate payment plans with patients or responsible parties per departmental guidelines.

• Research and resolve complex issues related to patient accounts, identifying and documenting problematic trends for management.

• Record all customer visits accurately, ensuring proactive discussion of