Patient Service Rep

The Patient Service Representative reports to the Cardiac Testing Manager and plays a vital role in ensuring the efficient coordination of cardiac diagnostic testing services. Responsibilities include managing patient communications, scheduling appointments, registering patients, verifying insurance eligibility, obtaining authorizations, and supporting a positive patient experience throughout the testing process.

Brown University Health employees are expected to model the organization's values of Compassion, Accountability, Respect, and Excellence, which guide interactions with patients, colleagues, and the community. Employees are also expected to demonstrate the core Success Factors of Instilling Trust, Valuing Differences, Maintaining Patient and Community Focus, and Collaborating Effectively.

• Serve as the primary point of contact for patient phone inquiries, triaging calls and directing them to the appropriate individual or department when necessary.
• Monitor and track telephone messages to ensure timely follow-up and resolution.
• Collect and accurately document patient registration information during initial patient contact.
• Schedule, confirm, reschedule, and monitor patient appointments to support an efficient workflow and optimal patient access.
• Review automated appointment confirmation reports, identify cancellations, and communicate schedule changes to appropriate staff.
• Verify insurance eligibility and coverage requirements prior to patient appointments.
• Ensure all required diagnosis and billing codes are obtained and documented accurately.
• Obtain required insurance authorizations, referrals, and approval numbers in accordance with payer guidelines.
• Review daily patient schedules to confirm all required documentation, physician orders, prior testing results, and financial information are complete before patient arrival.
• Maintain current knowledge of scheduling, registration, and financial clearance procedures for both new and established patients.
• Ensure all required patient forms, consents, and insurance documentation are completed in compliance with federal, state, and organizational requirements.
• Create, update, and maintain accurate patient records.
• Register patients upon arrival, verify demographic and insurance information, collect identification and insurance cards, and process copayments as required.
• Monitor patient flow within the waiting area and notify clinical staff of patient arrivals to support timely care delivery.
• Communicate schedule updates and changes with cardiac testing personnel and other clinical staff.
• Assist healthcare team members as needed to support patient care and daily department operations.
• Collaborate with colleagues to coordinate diagnostic testing appointments and provide cross-coverage support when necessary.
• Assist with administrative activities including chart preparation, filing, quality assurance activities, special projects, and report distribution to referring providers.
• Coordinate with hospital cardiac catheterization and electrophysiology departments, when applicable, to ensure insurance requirements for procedures have been satisfied.
• Communicate with patients, physicians, and third-party payers regarding authorization requirements and payment-related matters.
• Stay informed of changes in insurance regulations and payer requirements and share updates with team members.
• Collaborate with the Cardiac Testing Manager to improve and update authorization processes as payer requirements evolve.
• Maintain compliance with quality assurance, patient safety, environmental safety, and infection prevention standards.
• Protect and preserve patient privacy and confidentiality in accordance with organizational policies and applicable regulations.
• Perform additional duties and responsibilities as assigned.

Knowledge, Skills, and Abilities

• Thorough understanding of cardiac diagnostic testing procedures.
• Knowledge of medical terminology, patient registration processes, insurance verification, and medical billing practices.
• Strong customer service and communication skills with the ability to interact effectively and compassionately with patients and families.
• Excellent organizational skills with strong attention to detail and the ability to prioritize competing responsibilities.
• Proficiency with computer systems, scheduling software, and standard office applications.
• Ability to work independently while contributing effectively as a member of a collaborative healthcare team.

Experience

• Minimum of two (2) years of experience in a healthcare setting required.
• Previous experience in patient registration, scheduling, insurance verification, or related healthcare office functions preferred.

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EEO Statement:

Brown University Health is committed to providing equal employment opportunities and maintaining a work environment free from all forms of unlawful discrimination and harassment.

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