Job Title: Patient Services Rep

Location: Morris Cancer Center

Department Name: Cancer Ctr-Admin

Req #: 0000214892

Status: Hourly

Shift: Day

Pay Range: $19.74 - $24.97 per hour

Pay Transparency:

The above reflects the anticipated hourly wage range for this position if hired to work in New Jersey.

The compensation offered to the candidate selected for the position will depend on several factors, including the candidate's educational background, skills and professional experience.

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. He/she will coordinate scheduling of 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 demographics and insurance as needed, and confirming referrals are active for upcoming visits.

If residing in the call center location, he/she will primarily interact with patients and families via phone and will be accountable for applicable phone performance metrics such as abandonment rate, phone courtesy and appropriate dispositioning. Call center PSRs will also perform outbound calls to prepare patients and families for upcoming appointments and, in the case of a missed appointment, to schedule the patient to prevent further delays of care.

If residing in the clinic location, he/she will primarily interact with patients and families in person and will be accountable for applicable performance metrics such as transcribed orders, courteous interactions and accuracy of scheduling. Clinic-based PSRs may perform outbound calls to schedule referral appointments or schedule patients for upcoming visits.

Qualifications:

Required:

• 0 – 3 years of related experience within the healthcare field
• Ability and interest to learn clinical information and criteria
• Position requires exquisite communication skills
• Ability to read, write, and speak or communicate in English to successfully accomplish the essential duties of the position
• Highly effective oral and written communication skills are required to communicate with clinical, administrative, and other personnel
• Superior interpersonal skills are important in maintaining a sound public image in dealing with patients, families, and referring physicians
• Must be computer-literate with proficiency and working knowledge of databases and reporting tools such as Microsoft Word, Excel, PowerPoint and Adobe Acrobat
• Must demonstrate a commitment to working with people with cancer
• Position requires interaction and competency in providing care to patients in all age categories from neonates to geriatrics and all populations, with an emphasis on patients with cancer

Preferred:

• Knowledge of medical terminology
• Bilingual in English and other languages a plus

Scheduling Requirements:

• Working Shift: Monday – Friday
• Day Shift
• Full-Time, 40 Hours Per Week

Essential Functions:

• As a Patient Service Representative, actively participates in ensuring that telephone calls or electronic requests are handled in an effective and consumer- friendly manner
• Promptly answers Cancer Institute of New Jersey Patient Service Center telephones if applicable; makes every effort to respond within three rings
• Responds to telephone and in person contacts with patients or family members in an appropriately courteous, helpful fashion
• Responds to telephone or in person referrals, inquiries, and other contacts with professionals, outside agencies, and other parties in a professional and cordial manner
• Processes telephone or in person service requests/referrals while adhering to prescribed Cancer Institute of New Jersey Patient Service Center procedures
• Maintains comprehensive and up-to-date knowledge of programs, services andrs offered at Cancer Institute of New Jersey and the eligibility criteria for said programs and providers
• 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
• Enters patient s demographic/insurance information according to approved protocol,
• Contacts insurance companies to obtain effective/termination dates
• Verifies insurance eligibility using approved tools on all patients for all upcoming appointments,
• Notifies patient of any copays or outstanding balances
• Refers appropriately to Financial Counselor including but not limited to: uninsured, underinsured, patients with non-participating insurance, missing therapy authorization
• Reviews and resolves registration edits for both clinic and outpatient services in the appropriate registration systems
• If in the call center setting, work cancellation or confirmation report by making outbound calls to reschedule patient appointments
• 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.
• 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
• Schedules all daily appointments using EMR software application initiating the patient registration
• 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
• 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
• 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 employees are at the heart of everything we do. Driven by our Total Wellbeing promise, our market-competitive offerings include comprehensive benefits and resources to support our employees’ physical, emotional, financial, personal, career, and community wellbeing. These benefits and resources include, but are not limited to:

• Paid Time Off including Vacation, Holidays, and Sick Time
• Retirement Plans
• Medical and Prescription Drug Insurance
• Dental and Vision Insurance
• Disability and Life Insurance
• Paid Parental Leave
• Tuition Reimbursement
• Student Loan Planning Support
• Flexible Spending Accounts
• Wellness Programs
• Voluntary Benefits (e.g., Pet Insurance)
• Community and Volunteer Opportunities
• Discounts Through our Partners such as NJ Devils, NJ PAC, and 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.