Department/Unit:

Patient Engagement Center

Work Shift:

Day (United States of America)

Salary Range: $18.00 - $23.79

The Pre-Service Representative I is responsible for the initial touchpoint of our patient population to provide an exceptional patient experience with assisting in scheduling of services for our Hospital and Practice.  This requires ability to work in a high-volume, fast paced environment.  Understanding of complex scheduling needs of our patients in an empathetic, compassionate manner is critical.  Position is required to use eligibility application to invoke request to verify insurance eligibility, interpret response and capture appropriate health insurance information as it pertains to the service being rendered.  The position requires ability to understand and apply contractual benefits to the service being rendered, with ability to collect patient financial obligation pre-services.  

The Pre-Service Representative I, after one year in the position and based on performance and success in position, has ability to be promoted to Pre-Service Representative II as Career Ladder requirements indicate.

Education:

High School Diploma or equivalent is required.

Experience:    

Minimum of 1 – 2 years of Winning customer service personality with ability to engage patients and customers via telephone with superior patient experience.

Insurance knowledge, preferred

Skills, Knowledge & Abilities:

Proven customer service skill with ability to exceed expectations

Ability to multi-task in stressful and high patient volume unit

Must be able to manage pressure of very tight timeframes to execute task

Ability to learn in classroom, utilizing resources

Ability to maintain composure under pressure

Ability to review information and draw appropriate conclusion

Good judgement and ability to be resourceful to problem solve; escalate issues as needed

Team minded worth ethic

Demonstrated ability interpret patient’s insurance benefits and apply the applicable contractual obligations

Thank you for your interest in Albany Medical Center!​

Albany Medical is an equal opportunity employer.

This role may require access to information considered sensitive to Albany Medical Center, its patients, affiliates, and partners, including but not limited to HIPAA Protected Health Information and other information regulated by Federal and New York State statutes. Workforce members are expected to ensure that:

Access to information is based on a “need to know” and is the minimum necessary to properly perform assigned duties. Use or disclosure shall not exceed the minimum amount of information needed to accomplish an intended purpose. Reasonable efforts, consistent with Albany Med Center policies and standards, shall be made to ensure that information is adequately protected from unauthorized access and modification.