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.
• Ensures all patient demographic and insurance information is complete and accurate.
• Completes the registration process on walk-in patients, verifies and updates patient information.
• Calculates and collects patient’s 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.
• Refers patients to Financial Counselors for those in need of financial assistance.
• Performs visit closure, including checking out patients, scheduling follow-up appointments, and providing appropriate documents.
• Maintains knowledge of and references materials related to Medicare, Medicaid, and third-party payer requirements, guidelines, and policies.
• Communicates issues involving customer service and process improvement opportunities to management.
• Maintains excellent public relations with patients, families, and clinical staff.
• Meets productivity requirements to ensure excellent service is provided to customers.
• Maintains a 98% accuracy rate and meets established department productivity measurements.

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 identify and understand issues and problems, and articulate explanations of Medicare, HIPAA, and EMTALA rules and regulations.
• Knowledge 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, presenting a pleasant, professional demeanor and image during telephone conversations.
• Experience with Microsoft Outlook, Word, and Excel and ADT software.
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Able to work with minimal supervision, problem solve in a high-profile and high-stress area, and interact positively with all internal and external customers.

Qualifications

• Exposure to a normal office environment.
• Ability to sit for the majority of the workday.
• Occasionally lift up to 10 lbs.

Skills

• Identify and understand issues and problems.
• Examine data and draw logical conclusions based on available information.
• Communicate effectively with customers and employees.
• Handle sensitive and confidential information according to internal policies.
• Write routine correspondence, calculate figures and amounts such as discounts and percentages.
• Work with minimal supervision, problem solve in a high-profile and high-stress area, and interact positively with all internal and external customers.

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.

Pay

The pay range for this position is $19.80 - $29.70 per hour.

Schedule

The schedule for this position is 24 hours per week with the long-term goal of increasing to 40 hours per week as the practice grows. Hours will be 8a-5p, with specific days of the week to be determined as the practice expands.