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.
• Ensures all patient demographic and insurance information is complete and accurate.
• Calculates and collects patient out-of-pocket financial liability.
• Requests and collects past due and present balances or estimates due.
• Fulfills the Financial Clearance policy for non-urgent patient services.
• Communicates with patients regarding financial assistance options.
• Schedules follow-up appointments and collects additional patient responsibility when applicable.
• Provides patients with appropriate documents after visit closure.
• Maintains knowledge of and references materials related to Medicare, Medicaid, and third-party payer requirements.
• Communicates issues involving customer service and process improvement opportunities to management.
• Maintains a 98% accuracy rate and meets established productivity measurements.
• Maintains excellent public relations with patients, families, and clinical staff.
• Works collaboratively with others to ensure a smooth flow of information.

Requirements

• High school diploma or GED.
• Patient access (scheduling, registration, and financial clearance) experience preferred.
• Basic mathematical aptitude, effective oral and written communication skills, and critical thinking skills.
• Ability to speak effectively to customers and present a professional demeanor.
• Experience with Microsoft Outlook, Word, and Excel.
• Ability to handle sensitive and confidential information according to internal policies.
• Knowledge of basic human anatomy, medical terminology, and procedures.
• Ability to identify and understand issues and problems, draw logical conclusions based on available information.
• Exposure to a normal office environment.

Qualifications

• None specified.

Skills

• Ability to identify and understand issues and problems.
• Knowledge and ability to articulate explanations of Medicare, HIPAA, and EMTALA rules and regulations.
• Effective oral and written communication skills.
• Mathematical aptitude.
• Proactive problem-solving skills.
• Ability to speak effectively to customers.
• Ability to handle sensitive and confidential information.
• Reading and interpreting documents.
• Writing routine correspondence.
• Critical thinking skills.
• Understanding of basic human anatomy, medical terminology, and procedures.
• Proactive communication skills.
• Ability to determine priority of work.

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.

Physical Requirements and Working Conditions

• Exposed to a normal office environment.
• Must be able to sit the majority of the workday.
• Occasionally lifts up to 10 lbs.
• Operates all equipment necessary to perform the job.