Patient Service Representative I - 3rd shift

Responsibilities

• Creates the initial electronic health record that serves as the foundation of the patient medical record used by all members of the healthcare team.
• Prevents creation of duplicate medical records to avoid treatment safety issues and billing problems.
• Ensures compliance with organizational accrediting bodies by using identifiers to positively identify patients prior to care delivery, ensuring patient safety.
• Checks in and registers patients; obtains and verifies complete demographic, guarantor, and insurance information.
• Discusses and collects co-pays and other out-of-pocket patient responsibilities to ensure timely payment and prevent billing issues.
• Maintains confidentiality of patient personal, financial, and medical records in accordance with HIPAA.
• Understands insurance basics, including commercial and government plans, and identifies contracted plans for Advocate Health.
• Discusses financial information and obligations with patients and knows when to refer them to Financial Advocates.
• Ensures compliance with government regulations, including HIPAA, EMTALA, Consent for Treatment, Medicare notices (IMM, MOON), and Advanced Beneficiary Notice (ABN).
• Obtains required patient or guarantor signatures.
• May schedule patient appointments, coordinate cancellations, reschedules, waitlist requests, and recalls.
• Provides accurate information regarding test preparations, arrival times, medication guidelines, and facility directions.
• Creates a welcoming environment by demonstrating extraordinary customer service for patients and visitors.
• Greets patients, responds to routine requests, answers telephones, screens calls, and takes messages.
• Assists patients with transportation, directions, wheelchairs, interpreter services, and other needs.
• Monitors and works assigned electronic health record work queues following department-approved processes.

Requirements

• High School Graduate (required).

Skills

• Demonstrates Advocate Health purpose, values, and behaviors.
• Ability to work independently in a high-stress, fast-paced environment with frequent interruptions.
• Strong attention to detail and accuracy.
• Excellent customer service and interpersonal skills, including service recovery.
• Independent thinking, problem-solving, and judgment to triage issues.
• Effective communication (written and verbal) with patients, visitors, staff, and physicians.
• Ability to educate patients on insurance coverage and manage discussions for non-covered services.
• Interacts with physicians and staff to resolve patient care issues.
• Collects and manages payments, including cash handling and security protocols.
• Technical proficiency with insurance verification tools, EPIC electronic medical record, patient liability estimation tools, Microsoft Office, internet browsers, and phone technology.
• Understanding of medical and insurance terminology, HIPAA, and state/federal regulations.
• General knowledge of health insurance, including Medicare, Medicaid, managed care, and commercial payers.
• Ability to articulate explanations of Medicare, HIPAA, and EMTALA rules.
• Excellent organizational skills and ability to act as a resource for other staff.

Physical Requirements and Working Conditions

• May require travel and exposure to weather and road conditions.
• Responds quickly to patient medical status and emergency situations in clerical areas.
• CPR certification may be required based on service location.
• Notary training/licensure may be required for specific service lines or facilities.
• Operates necessary office equipment.
• Exposed to a normal office environment with significant patient and public contact.
• May be exposed to ill or contagious patients.
• Frequent transitions between sitting and standing; must stand or sit for extended periods.
• Frequently lifts up to 10 lbs. and occasionally lifts 20 lbs. or more.
• Must push/pull up to 50 lbs. with assistance (e.g., moving equipment or transporting patients).
• Escorts patients to nursing units or outpatient departments as necessary.
• Sensory requirements include vision, hearing, touch, and clear speech.
• Fine motor skills required for keyboard data entry.
• May be asked to work a flexible schedule to meet department needs.

Preferred Qualifications

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

This job description indicates the general nature and level of work expected. It is not designed to cover all activities, duties, or responsibilities required of the incumbent. Incumbent may perform other related duties as assigned.