Fairview Health Services Patient Service Representative in South St Paul, Minnesota


Are you interested in making a first point of contact for making a different in our patient’s lives? This is a call center position with high impact on our patients and their families. In this position you will be accountable for handling inbound calls in a call center environment providing high quality service to patients and families calling HealthEast Clinics and resolving their requests.

Responsibilities/Job Description

  • Maintains knowledge of, and complies with, all relevant laws, regulations and policies, procedures and standards

  • Actively participates in creating and implementing improvements to achieve clinical, satisfaction and/or efficiency outcomes

  • Answers calls through a computer based system and utilizes several computer systems to accurately and efficiently verify, pre-register and schedule patients

  • Verifies insurance and demographic information

  • Schedules appointments and coordinates access for patients with specified clinician according to scheduling guidelines, patients needs, and availability of clinician

  • Accurately and efficiently verifies, pre-registers and schedules patients

  • Answers all incoming phone calls in a timely manner and directs to the appropriate team or individual in accordance with procedures

  • Verifies patient insurance coverage, eligibility, contract group number, effective dates and coverage, correct insurance, and billing address

  • Informs patients of insurance coverage copays and/or completes payment option form and documents in patient account for front desk staff

  • Monitors patient balances on patient accounts and informs patients of outstanding balances to ensure appropriate financial arrangements

  • Researches and facilitates patients questions and concerns according to established guidelines and procedures


Required Qualifications:

  • 1 to 3 years experience required

  • Prior medical business office or insurance company experience required, preferably in a customer service position

Preferred Qualifications:

  • Bachelor's degree preferred

  • Prior experience working with third party payer regulations preferred

  • Prior experience utilizing a computer-based phone system preferred

  • Knowledge of insurance and third party payers preferred

Desired Skills:

  • Attention to Detail: Achieves thoroughness and accuracy when accomplishing a task

  • Computer Skills Basic: Ability to use a computer and applications that are associated with performing basic work tasks (use a mouse, navigate in Windows, Outlook, etc)

  • Skilled in developing effective rapport with customers, co-workers, or families, actively listening to develop a positive connection

  • Builds effective partnerships with medical staff, physicians, fostering open lines of communication and establishing trust

  • Ability to interact effectively with people of different cultures

  • Cultural competence comprises four components: (a) Awareness of one's own cultural worldview, (b) Attitude towards cultural differences, (c) Knowledge of different cultural practices and worldviews, and (d) cross-cultural skills

  • Identifies problems; determines accuracy and relevance of information

  • Utilizes appropriate tools and staff resources along with sound judgment to generate and evaluate alternatives, and to make recommendations

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Fairview Health Services (fairview.org) is an award-winning, nonprofit health system providing exceptional care across the full spectrum of health care services. Joined by HealthEast in June 2017, Fairview is one of the most comprehensive and geographically accessible systems in the state, with 12 hospitals—including an academic medical center and long-term care hospital—serving the greater Twin Cities metro area and north-central Minnesota.

Its broad continuum also includes 56 primary care clinics, specialty clinics, senior living communities, retail and specialty pharmacies, pharmacy benefit management services, rehabilitation centers, counseling and home health care services, medical transportation, an integrated provider network and health insurer PreferredOne. In partnership with the University of Minnesota, Fairview’s 32,000 employees and 2,400 affiliated providers embrace innovation to drive a healthier future through healing, discovery and education.

EEO/AA Employer/Vet/DisabledAll qualified applicants will receive consideration without regard to any lawfully protected status.

Requisition ID 2018-26052

Profession Non-Clinical Support Staff

Speciality Administrative/Clerical/Customer Service

Location HealthEast Care Connections-South St. Paul

Shift day

Hours per 2 weeks 80

Department Care Connection