Senior Patient Service Rep - Nephrology

The Senior Patient Service Rep is responsible for positive patient relations, accurate telephone communication, appointment scheduling, patient registration, as well as payment and co-payment collection. This position also performs routine duties associated with the collection and maintenance of current patient demographics and insurance information. Able to independently perform these responsibilities based on the standard work for their department with minimal direction. Job Duties and Responsibilities: Check in and out patients and collect co-payments/give receipts/reconcile payments. Verifies that patient demographic and insurance information is accurate in CS-Link. Schedule appointments, complete patient registration, collect patient payments and to deliver a high standard of customer service. Finds opportunities for improvement within CS Link and department workflows. As liaison coordinates administrative support activities including facilities management, patient billing, utilization management, quality management, risk management, human resources, and payroll. Ability to establish and maintain collaborative relationships with peers, physicians, patients and departments. Coordinates communication between patients, family members, medical staff, administrative staff, insurance plans and other departments. Actively participate in lean management processes by detailing, monitoring and updating department specific data. Manages physician master schedules and coordinate all schedule changes as instructed. Handle patient/provider correspondence as instructed. Process and track referrals and authorizations for various insurance types. Manages patient care flow and assist with monitoring CS-Link message pools and standard work. Monitors their own workflow to meet the requirements of their position at a level of expertise that requires minimal direction. Explains policies, procedures or services to patients using administrative knowledge. Participates in daily huddles and staff meetings with topics and presentations to improve positive and effective partnership. Practice infection prevention standards and all department policies and procedures.

Oversees check-in and check-out procedures for patients, including payment collection and reconciliation. Maintains and manages patient demographic and insurance information in the CS-Link system, ensuring data accuracy. Schedules and coordinates patient appointments, ensuring optimal patient flow and satisfaction. Uses in-depth knowledge of healthcare insurance and benefits to assess authorization requirements and patient's out-of-pocket expenses. Analyzes, evaluates, and resolves insurance issues by coordinating with insurance companies. Acts as liaison coordinating administrative support activities including facilities management, patient billing, utilization management, quality management, risk management, human resources, and payroll. Provides expert support in maintaining the physician master schedules and manages all changes as required, handling patient/provider correspondence as directed. Manages referrals and authorizations for various insurance types, ensuring that all patient interactions align with healthcare regulatory standards and Cedars-Sinai Medical Center's best practices. Assists in tracking, monitoring, and updating department-specific data as part of lean management processes. Actively participates in departmental huddles and staff meetings, delivering presentations to promote positive and effective teamwork. Conducts patient care flow management and provides assistance in monitoring CS-Link message pools. Uses detailed knowledge of the CS-Link/Epic Healthcare system to work independently and with minimal supervision. Explains complex policies, procedures, or services to patients using administrative knowledge. Assists as a chaperone when needed upon completion of the required Chaperone Training.

Education: High school diploma or GED preferred. Experience: Three (3) years of Patient Service Representative or Medical Assistant experience in an outpatient medical office setting required.