Patient Service Representative 1 - Hospital

Full-time position, benefits eligible, 40 hours per week. Schedule: Monday - Friday, 8:00 AM - 4:30 PM.

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.
• 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.
• Maintains complete confidentiality regarding patient personal/financial information and medical records in accordance with the Health Insurance Portability and Accountability Act (HIPAA).
• Understands insurance basics, recognizes commercial and government plans, and knows which plans Advocate Health contracts with.
• Discusses financial information and obligations with patients, including when to refer patients to Financial Advocates.
• Knows and enforces rules, forms, and questions to ensure compliance with government agencies and regulations (e.g., HIPAA, EMTALA, Consent for Treatment, Medicare notices, ABN).
• Obtains patient or guarantor signatures as required.
• Schedules patient appointments, coordinates cancellations, reschedules, waitlist requests, and recall requests.
• Provides accurate, detailed information regarding test preparations, patient arrival times, medication/food/beverage guidelines, check-in procedures, and directions to the facility.
• Creates a welcoming and professional environment by demonstrating extraordinary customer service.
• Greets patients and visitors, responds to routine requests for information, answers telephones, screens calls, and takes messages.
• Assists patients with transportation needs, directions, locating wheelchairs, and coordinating interpreter services.
• Monitors and works assigned electronic health record work queues, following the department’s approved process.

Requirements

• High school diploma or equivalent required.
• Ability to work in a high-profile, high-stress area, working independently to set and meet deadlines, multitask, and prioritize work.
• Must handle large workloads with many interruptions in a fast-paced environment without direct supervision.
• Strong attention to detail and accuracy.
• Excellent customer service and interpersonal skills in a variety of situations, including service recovery.
• Demonstrated independent thinking, problem-solving skills, and ability to exercise judgment to triage issues.
• Excellent communication (written & verbal) skills.
• Ability to educate patients on insurance coverage, including managing discussions for services not covered by their health plan.
• Interacts with physicians and their staff to resolve issues related to patient care.
• Collects and manages payments, including cash, and follows security protocols for cash handling.
• Strong understanding and comfort level with computer systems, including insurance verification/eligibility tools, EPIC electronic medical record, patient liability estimation tools, Microsoft Office, internet browsers, and phone technology.
• Understanding of basic medical and insurance terms and abbreviations.
• HIPAA-compliant and knowledgeable of applicable state and federal rules/regulations.
• General understanding of health insurance: Medicare, Medicaid, managed care, and commercial payers.
• Knowledge and ability to articulate explanations of Medicare/HIPAA/EMTALA rules and regulations.
• Excellent organizational skills and ability to act as a resource to other staff.

Skills

• Demonstrates Advocate Health’s purpose, values, and behaviors.
• Strong technical proficiency with electronic health records (EPIC), insurance verification tools, and patient liability estimation tools.
• Proficient in Microsoft Office, email, and internet browsers.

Physical Requirements and Working Conditions

• May require travel and exposure to weather and road conditions.
• Responds quickly to patient medical status and emergency situations in clerical areas.
• CPR certification may be required based on service location.
• Notary training/licensure may be required as appropriate for service line and/or facility.
• Operates all equipment necessary to perform the job.
• Exposed to a normal office environment with significant patient and public contact; may be exposed to ill or contagious patients.
• Must transition frequently from sitting to standing and be physically mobile throughout the workday.
• Frequently lifts up to 10 lbs. and occasionally lifts 20 lbs. or more.
• Must push/pull up to 50 lbs. with assistance (e.g., moving equipment, supplies, or transporting patients).
• Escorts patients to nursing units or outpatient departments as necessary.
• Sensory requirements include vision, hearing, touch, and clear speech.
• Must use hands with fine motor skills for keyboard data entry.
• May be asked to work a flexible schedule to meet department needs.

Preferred Qualifications

• Experience with insurance verification/eligibility tools, EPIC electronic medical record, patient liability estimation tools, electronic email, Microsoft Office, internet, and phone technology.

Pay

Pay range: $20.80 - $31.20 per hour.

Benefits

• Comprehensive suite of Total Rewards, including competitive compensation and generous retirement offerings.
• Paid Time Off programs.
• Health and welfare benefits: medical, dental, vision, life, and short- and long-term disability.
• Flexible Spending Accounts for eligible health care and dependent care expenses.
• Family benefits such as adoption assistance and paid parental leave.
• Defined contribution retirement plans with employer match and other financial wellness programs.
• Educational Assistance Program.