Patient Service Representative

About the role

This position is a Patient Services Representative I (PSR) role within the Pulmonary Medicine Department at Advocate Health.

Responsibilities

• Greets patients arriving for their appointments.
• Maintains patient flow to ensure efficient and courteous care.
• Completes the registration process on walk-in patients, verifying and updating patient information.
• Collects, calculates, and collects patient’s out-of-pocket financial liability.
• Requests and collects past due and present balances or estimates due.
• Follows the Financial Clearance policy for non-urgent patient services.
• Refers patients in need of financial assistance to the Financial Counselor.
• Performs visit closure, including checking out patients, scheduling follow-up appointments, collecting additional patient responsibility, and providing patient with appropriate documents.
• Maintains knowledge of and reference materials regarding Medicare, Medicaid, and third-party payer requirements, guidelines, and policies.
• Communicates issues involving customer service and process improvement opportunities to management.
• Maintains 98% accuracy rate and meets established department productivity measurements.
• Maintains excellent public relations with patients, families, and clinical staff.
• Works collaboratively with others for a smooth flow of information.

Requirements

• High school diploma or GED required.
• Patient access (scheduling, registration, and financial clearance) experience preferred.

Qualifications

• Knowledge and ability to articulate explanations of Medicare, HIPAA, and EMTALA rules and regulations and comply with updates on insurance pre-certification requirements.
• Mathematical aptitude, effective oral and written communication skills, and critical thinking skills.
• Understanding of basic human anatomy, medical terminology, and procedures for application in the patient referral, pre-certification, and authorization processes.
• Ability to speak effectively to customers or employees of the organization; presents a pleasant, professional demeanor and image during telephone conversations.
• Experience with Microsoft Outlook, Word, and Excel and ADT software.
• Able to work with minimal supervision, to problem solve in a high-profile and high-stress area, and interact positively with all internal and external customers.

Skills

• Identify and understand issues and problems.
• Examine data and draw logical conclusions based on information available.
• Proactive communication of issues involving customer service and process improvement opportunities to management.

Benefits

• Paid Time Off programs.
• Health and welfare benefits such as 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.
• Education Assistance Program.