Patient Service Representative I

Ann & Robert H. Lurie Children’s Hospital of Chicago provides superior pediatric care in a setting that offers the latest benefits and innovations in medical technology, research and family-friendly design. As the largest pediatric provider in the region with a 140-year legacy of excellence, kids and their families are at the center of all we do. Lurie Children’s is ranked in all 10 specialties by U.S. News & World Report.

About the role

Location: Outpatient Center in Lincoln Park - Clark

Schedule

• Monday through Friday, 8:30 am – 5:00 pm
• Rotating Saturdays, 7:00 am – 3:30 pm

Responsibilities

• Complete pre-registration and full registration for families as needed.
• Ensure eligibility information is accurate.
• Obtain patient/family consents for Care, HIPAA, state & federal mandatory forms, Plain Language Summary, and any additional forms; enter them into Epic.
• Query for MyChart and Care Everywhere; utilize EpicCare Link functionality as appropriate.
• Check system to see if referral is attached for visit and is appropriate; assist family with referral for same-day service when possible.
• Inform and collect payments as appropriate (estimates, copays, outstanding balances, self-pay, etc.) via CCF and Health Fusion where applicable.
• Make copies of insurance cards as needed.
• Ensure families receive appropriate intake forms and instructions to complete for visit.
• Print labels for clinical use and documents to be scanned.
• Provide ID bands to patients as appropriate.
• Inform patient/families of any wait times or delays in service.
• Schedule appointments (new, return, same-day, and ancillary appointments) as needed.
• May be required to enter patient information in additional electronic systems.
• Adhere to organizational Power all principles; maintain confidentiality and HIPAA rules.
• Complete check-out procedures; prepare required forms for distribution.
• Communicate with other Patient Service Representative staff and department team members to coordinate activities.
• Perform other job functions as assigned.

Specific to Area Job Functions

• Outpatient Lab:
  • Enter and/or release lab orders.
  • Follow EpicCare Link process for orders.
  • Ensure all paper orders are appropriate/acceptable.
  • Enter orders via written orders mode when presented with paper order.
  • Maintain all written orders as per process for scanning.
  • Contact referring provider when appropriate.
  • Enter notes in Epic regarding number of tests and specific instructions.
  • Follow process for Research, Drop off, Miscellaneous Orders.
• Medical Imaging:
  • Follow process for checking in patient.
  • Follow the EpicCare Link process.
  • Create and/or collect patient payment estimates.
  • If paper order, follow Written Order process.
  • Schedule appointment from the order.
  • Contact referring physician when appropriate.
• Outpatient Surgery:
  • Follow process for patient admission via Optime workflow.
  • Collect co-payments or deductibles for outpatient surgeries.
• LCPC-TCP:
  • Answer backline and patient phone lines (department specific), handle according to needs of caller.
  • Create Recalls and Waitlist notifications when appropriate.
  • Complete daily No Show documentation and communicate with family to reschedule.
  • Document and send patient messages to providers via Epic in-basket.
• Other job functions as assigned.

Requirements

• High school diploma required; some college preferred.
• Some knowledge of medical terminology, third-party billing, and managed care requirements strongly preferred.
• Some knowledge of electronic medical records.
• Proficient in Microsoft Word, Outlook, and other computer skills preferred.
• Demonstrates a high level of customer service and interpersonal skills to effectively work with pediatric patients, families, physicians, nursing, and other allied health and medical center personnel.
• Excellent communication and listening skills.
• Problem-solving skills and ability to handle multiple priorities in a fast-paced environment.
• Ability to manage stressful situations appropriately.

Qualifications

High School Diploma/GED (Required)

Pay

Pay range: $19.00 – $28.50 hourly

At Lurie Children’s, we are committed to competitive and fair compensation aligned with market rates and internal equity, reflecting individual contributions, experience, and expertise. In addition to base salary, Lurie Children’s offers a comprehensive rewards package that may include differentials for some hourly employees, leadership incentives for select roles, health and retirement benefits, and wellbeing programs.

Benefits

For full-time and part-time employees who work 20 or more hours per week, we offer a generous benefits package that includes:

• Medical, dental, and vision insurance.
• Employer-paid group term life and disability.
• Employer contribution toward Health Savings Account.
• Flexible Spending Accounts.
• Paid Time Off (PTO), Paid Holidays, and Paid Parental Leave.
• 403(b) with a 5% employer match.
• Various voluntary benefits:
  • Supplemental Life, AD&D, and Disability.
  • Critical Illness, Accident, and Hospital Indemnity coverage.
• Tuition assistance.
• Student loan servicing and support.
• Adoption benefits.
• Backup Childcare and Eldercare.
• Employee Assistance Program and other specialized behavioral health services and resources for employees and family members.
• Discount on services at Lurie Children’s facilities.
• Discount purchasing program.