Patient Service Representative - Concierge Medicine

About the role

The Patient Service Representative reflects the mission, vision, and values of Northwestern Medicine, adheres to the organization’s Code of Ethics and Corporate Compliance Program, and complies with all relevant policies, procedures, guidelines and all other regulatory and accreditation standards. The Patient Service Representative supports the service area by checking patients in and out of appointments. This role will consistently demonstrate exemplary customer service when assisting patients and guests.

Responsibilities

• Communicates with patients and guests including greeting them upon arrival, confirming identity and providing necessary information related to their visit.
• Completes check-in/out functions as directed.
• Confirms and updates patient identification and demographic/insurance information.
• Completes patient registration as needed.
• Obtains patient consents/authorizations.
• Collects co-payments, past due balances and point of service payments.
• Posts payments, process billing information and perform “end of day” cash drawer closing.
• Keeps waiting area clean and comfortable.
• Informs patients of any delays or changes in appointment status.
• Schedules appointments as necessary.
• For PSRs in the Immediate Care Clinics (ICC), float to other ICCs/departments.
• May perform other duties as assigned.

Qualifications

• Required: High school diploma or GED equivalent.
• Required: Zero (0) to two (2) years’ experience in a customer service position.
• Preferred: Bachelor’s degree.
• Preferred: Previous experience in a healthcare setting.
• Preferred: Working knowledge of medical terminology.
• Preferred: Bilingual.

Pay

The salary range for this position is $19.02 - $26.63 per hour. Placement within the salary range is dependent on factors such as relevant work experience and internal equity; for union-represented positions, placement follows the collective bargaining agreement.

Benefits

We offer a wide range of benefits that provide employees with tools and resources to improve their physical, emotional, and financial well‑being while providing protection for unexpected life events. For more details, visit the Benefits section at jobs.nm.org/benefits.

• $10,000 Tuition Reimbursement per year ($5,700 part‑time)
• $10,000 Student Loan Repayment ($5,000 part‑time)
• $1,000 Professional Development per year ($500 part‑time)
• $250 Wellbeing Fund per year ($125 for part‑time)
• Matching 401(k)
• Excellent medical, dental and vision coverage
• Life insurance
• Annual Employee Salary Increase and Incentive Bonus
• Paid time off and Holiday pay
• Flexible work options
• Reimbursable Well‑Being Fund
• Total Rewards package supporting physical, mental, emotional, and financial well‑being
• Volunteer opportunities in local communities
• Workforce‑led resource groups for inclusive change
• Comprehensive training and development opportunities, mentorship programs, educational support