Bilingual Patient Service Representative (English/Spanish)

Responsibilities

• Creates the initial electronic health record that serves as the foundation of the patient medical record used by all members of the healthcare team.
• Prevents creation of duplicate medical records to avoid treatment safety issues and billing problems.
• Ensures compliance with organizational accrediting bodies by using identifiers to positively identify patients prior to care delivery for patient safety.
• Checks in and registers patients; obtains and verifies complete demographic, guarantor, and insurance information.
• Discusses and collects co-pays and other out-of-pocket patient responsibilities to ensure timely payment and prevent billing issues.
• Maintains confidentiality of patient personal, financial, and medical records in accordance with HIPAA.
• Understands insurance basics, including commercial and government plans, and identifies contracted plans requiring a statement of financial responsibility.
• Discusses financial information and obligations with patients and refers them to Financial Advocates as needed.
• Ensures compliance with government regulations (e.g., HIPAA, EMTALA, Medicare notices, ABN) and obtains required patient or guarantor signatures.
• May schedule patient appointments (virtual, procedural), coordinate cancellations, reschedules, waitlists, and recalls.
• Provides detailed information on test preparations, arrival times, medication guidelines, check-in procedures, and facility directions.
• May perform visit closure, including patient checkout, scheduling follow-up appointments, and providing after-visit summaries.
• Educates and supports patients with the patient portal/app.
• Creates a welcoming environment by demonstrating extraordinary customer service, greeting patients, and responding to routine requests.
• Answers telephones, screens calls, and takes messages.
• Maintains excellent public relations with patients, families, and clinical staff, collaborating for timely information flow.
• Proactively communicates customer service and process improvement opportunities to management.
• Assists patients with transportation, directions, wheelchairs, interpreter services, and other needs.
• May e-scan documents to Health Information Management (HIM), manage faxes, address inbasket messages, and respond to clinical team directions for emergent needs.
• Monitors and works assigned electronic health record work queues following department-approved processes.
• May assist department leadership with orientation and training.

Requirements

• High School Diploma or GED.

Skills

• Demonstrates Advocate Health purpose, values, and behaviors.
• Ability to work independently in a high-stress, high-profile area, managing deadlines, multitasking, and prioritizing work.
• Manages high-volume workloads with interruptions in a fast-paced environment without direct supervision.
• May be cross-trained across specialties and provide staffing support as needed.
• Strong attention to detail and accuracy.
• Excellent customer service and interpersonal skills in diverse situations, with strong service recovery abilities.
• Independent thinking, problem-solving, and judgment to triage issues.
• Excellent written and verbal communication, interacting professionally with patients, visitors, staff, and physicians.
• Educates patients on insurance coverage, including discussing services not covered by their health plan.
• Resolves issues related to patient care with physicians and their staff.
• Collects and manages payments, including cash, following security protocols for cash handling.
• Strong understanding of computer systems, proficient typing, and experience with email, Microsoft Office, internet browsers, and phone technology.
• Handles sensitive and confidential information according to internal policies.
• Excellent organizational skills and ability to act as a resource for teammates.

Physical Requirements and Working Conditions

• May require travel, exposing the employee to weather and road conditions.
• Operates necessary equipment for the job.
• Exposed to a normal office environment with significant patient and public contact.
• May be exposed to ill or contagious patients.
• Frequent transitions between sitting and standing; must stand and sit for extended periods.
• Frequently lifts up to 10 lbs. and occasionally lifts 20 lbs. or more (e.g., moving equipment, supplies, or transporting patients/charts).
• Must push/pull up to 50 lbs. with assistance.
• Sensory requirements include vision, hearing, touch, and clear speech.
• Must use hands with fine motor skills for keyboard data entry.

Responsibilities and requirements are subject to modification to reasonably accommodate individuals with disabilities. This job description does not imply these are the only duties to be performed.