Patient Service Representative I Hospital

About the role

Department 10426 Non Enterprise Corporate – Registration. Full‑time, benefits‑eligible position scheduled for 36 hours per week within the ED Registration Department. Pay range is $20.80‑$31.20 per hour.

Responsibilities

• Creates the initial electronic health record that serves as the foundation of the patient medical record utilized by all members of the healthcare team.
• Prevents creation of duplicate medical records that can cause treatment safety issues and billing problems.
• Follows and ensures compliance with the mandate of the organization’s accrediting bodies to use identifiers to positively identify a patient prior to the delivery of patient care to ensure 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.
• Obtains accurate information at the point of registration to help ensure timely payment to the organization and prevent billing issues and patient complaints.
• Maintains complete confidentiality regarding patient personal/financial information and medical records in accordance with HIPAA.
• Knows insurance basics and recognizes commercial and government plans; understands which plans Advocate Health contracts with and when a statement of financial responsibility is needed.
• Understands and discusses financial information and obligations with patients; knows how and when to refer patients to Financial Advocates.
• Knows which rules, forms and questions must be enforced to keep Advocate Health compliant with government agencies and regulations (e.g., HIPAA, EMTALA, Consent for Treatment, Patient Rights and Responsibilities, IMM, MOON, Notice of Privacy Practices, MSPQ, ABN).
• Obtains patient or guarantor signatures as required.
• May schedule patient appointments; may also coordinate cancellations, reschedules, wait list requests, and recall requests.
• Provides accurate, detailed information regarding test preparations, patient arrival time, medication/food/beverage consumption guidelines, check‑in procedures, directions to facility, etc.
• Creates a welcoming and professional environment for patients and visitors by demonstrating extraordinary customer service.
• Greets patients and visitors and responds to routine requests for information.
• Answers telephone, screens calls, and takes messages.
• Offers various assistance to patients (arranging transportation, providing directions, locating a wheelchair, coordinating interpreter services, etc.).
• Monitors and works assigned electronic health record work queues, following the department’s approved process.

Requirements

• Education: High School Graduate.
• Experience: None required.
• Licensure/Registration/Certification: None required.

Skills

• Demonstrate the Advocate Health purpose, values and behaviors.
• Ability to work in a high profile and high stress area, working independently to set and meet deadlines, multitask and prioritize work.
• Must be able to handle large workloads with many interruptions in a fast‑paced environment without direct supervision.
• Strong attention to detail and accuracy.
• Excellent customer service skills in a variety of situations.
• Must have excellent service recovery skills.
• Demonstrated independent thinking and problem‑solving skills, ability to exercise judgment to triage issues and concerns.
• Excellent communication (written & verbal), customer