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.


  • 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


  • Bachelor's degree or equivalent combination of education and experience is required

  • Bachelor's degree preferred

  • 1 to 3 years experience required

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

  • 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

  • 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

About HealthEast

At HealthEast, our patients are our neighbors and we are dedicated to their, and our, optimal health and well-being. We are guided by our faith-based heritage, a call to healing that respects the dignity and culture of every person. We empower our patients with user-friendly access to their health information, dependable service, and affordable, high-quality care.

We put new, more efficient models of care into practice, allowing our 7,500 employees and 850 physicians to focus on what’s important: providing compassionate health care that puts the patient and their needs first. With 14 clinics, home care, a medical transportation center, and four hospitals — Bethesda Hospital, St. John’s Hospital, St. Joseph’s Hospital, and Woodwinds Health Campus — we provide excellent family health and specialization, including primary, maternity, orthopaedics and post-acute care.

Job ID 2018-10666

Category Patient Care Support/Nursing Assistant

Contract Status NH

FTE 1.00

Shift Days

HealthEast is an Equal Opportunity Employer. HealthEast will not discriminate in public accommodation, or employment on the basis of race, color, creed, religion, national origin, sex, marital status, status with regard to public assistance, membership or activity in a local commission, disability, sexual orientation, gender identity or expression, age or genetic information.