FT Patient Service Representative (Nights)

Responsibilities

• Creates the initial electronic health record that serves as the foundation of the patient medical record utilized by all members of the healthcare team.
• Prevents creation of duplicate medical records that can cause treatment safety issues and billing problems.
• Follows and ensures compliance with the mandate of the organization's accrediting bodies to use identifiers to positively identify a patient prior to the delivery of patient care to ensure 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.
• Obtains accurate information at the point of registration to help ensure timely payment to the organization and prevent billing issues and patient complaints.
• Maintains complete confidentiality regarding patient personal/financial information and medical records in accordance with HIPAA.
• Knows insurance basics and recognizes commercial and government plans; understands which plans Advocate Health contracts with and when a statement of financial responsibility is needed.
• Understands and discusses financial information and obligations with patients; knows how and when to refer patients to Financial Advocates.
• Has knowledge of rules, forms, and questions required for compliance with government agencies and regulations (HIPAA, EMTALA, Consent for Treatment, Patient Rights and Responsibilities, Important Message from Medicare, Medicare Outpatient Observation Notice, Notice of Privacy Practices, Medicare Secondary Payer Questionnaire, Advanced Beneficiary Notice).
• Obtains patient or guarantor signatures as required.
• May schedule patient appointments, coordinate cancellations, reschedules, wait list requests, and recall requests.
• Provides accurate, detailed information regarding test preparations, patient arrival time, medication/food/beverage consumption guidelines, check-in procedures, and directions to facility.
• Creates a welcoming and professional environment by demonstrating extraordinary customer service; greets patients and visitors and responds to routine requests for information.
• Answers telephone, screens calls, and takes messages.
• Offers various assistance to patients including arranging transportation, providing directions, locating wheelchairs, and coordinating interpreter services.
• Monitors and works assigned electronic health record work queues following the department's approved process.

Requirements

• Licensure, Registration, and/or Certification: None required.
• Education: High School Graduate required.
• Experience: None required.

Knowledge, Skills & Abilities

• Demonstrates the Advocate Health purpose, values, and behaviors.
• Ability to work in a high-profile, high-stress area, working independently to set and meet deadlines, multitask, and prioritize work.
• Ability to handle large workloads with many interruptions in a fast-paced environment without direct supervision.
• Strong attention to detail and accuracy.
• Excellent customer service skills in a variety of situations; must have excellent service recovery skills.
• Demonstrated independent thinking and problem-solving skills; ability to exercise judgment to triage issues and concerns.
• Excellent communication (written and verbal), customer service, and interpersonal skills; ability to effectively communicate with patients, visitors, staff, and physicians in a pleasant, professional demeanor.
• Educates patients on insurance coverage aspects of their care, including managing discussions for services that will not or may not be paid by their health plan.
• Interacts with physicians and their staff to resolve issues related to patient care.
• Collects and manages payments including cash payments; follows