Patient Service Representative 1- Hospital

About the role

This part-time position at Department 10370, Enterprise Revenue Cycle in Grafton, WI, is Benefits Eligible. The position offers a pay range of $20.80 - $31.20 per hour.

Major Responsibilities

• Creates the initial electronic health record that serves as the foundation of the patient medical record.
• Prevents creation of duplicate medical records.
• Ensures compliance with accrediting bodies' mandates to use identifiers for patient identification.
• Checks in and registers patients; obtains and verifies complete demographic, guarantor, and insurance information.
• Collects co-pays and other out-of-pocket patient responsibilities.
• Maintains confidentiality of patient personal/financial information and medical records.
• Knows insurance basics and understands which plans Advocate Health contracts with.
• Discusses financial information and obligations with patients and refers them to Financial Advocates.
• Has knowledge of rules, forms, and questions to ensure compliance with government agencies and regulations.
• Obtains patient or guarantor signatures as required.
• Schedules patient appointments and coordinates 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, directions to facility, etc.
• 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 needs, providing directions, locating a wheelchair, coordinating interpreter services, etc.
• Maintains complete confidentiality regarding patient personal/financial information and medical records.
• Monitors and works assigned electronic health record work queues, following the department’s approved process.
• May educate patients on the insurance coverage aspect of their care.
• Interacts with physicians and their staff to resolve issues related to patient care.
• Collects and manages payments including cash payments and follows security related to cash handling.
• Uses computer systems, including insurance verification/eligibility tools, EPIC electronic medical record, patient liability estimation tools, electronic email, Microsoft Office, internet browser, and phone technology.
• Understands basic medical and insurance terms and abbreviations typically used in the patient scheduling and registration process.
• Complies with HIPAA and understands applicable state and federal rules/regulations.
• Handles sensitive and confidential information according to internal policies.
• Knowledgeable about Medicare, Medicaid, managed care, and commercial payers.
• Exhibits knowledge and ability to articulate explanations of Medicare/HIPAA/EMTALA rules and regulations and comply with updates on insurance pre-certification requirements.
• Demonstrates excellent organizational skills.
• Acts as a resource to other staff.

Physical Requirements and Working Conditions

• May require travel, exposing the incumbent to weather and road conditions.
• Responds quickly to patient medical status and emergency situations occurring 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 be able to transition from sitting to standing frequently.
• Must be able to stand and sit for extended periods of time and be physically mobile throughout the workday.
• Frequently lifts to 10 lbs. and occasionally lifts 20 lbs. or more.
• Must be able to push/pull up to 50 lbs. with assistance.
• May be asked to work a flexible schedule at times to meet the needs of the department.

Preferred Job Requirements

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