Patient Service Representative I Hospital

Part-time, PRN (as needed) position.

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.
• Maintains complete confidentiality regarding patient personal/financial information and medical records in accordance with the Health Insurance Portability and Accountability Act (HIPAA).
• Understands insurance basics and recognizes commercial and government plans; knows which plans Advocate Health contracts with and when a statement of financial responsibility is needed.
• Discusses financial information and obligations with patients; knows how and when to refer patients to Financial Advocates.
• Understands and enforces rules, forms, and questions to ensure compliance with government agencies and regulations (e.g., HIPAA, EMTALA, Consent for Treatment, Patient Rights and Responsibilities, Medicare notices, Advanced Beneficiary Notice).
• Obtains patient or guarantor signatures as required.
• Schedules patient appointments, coordinates cancellations, reschedules, waitlist requests, and recall requests.
• Provides accurate, detailed information regarding test preparations, arrival times, medication/food guidelines, check-in procedures, and directions.
• Creates a welcoming and professional environment; greets patients and visitors, responds to routine requests, and offers assistance (e.g., arranging transportation, providing directions, locating wheelchairs, coordinating interpreter services).
• Answers telephones, screens calls, and takes messages.
• Monitors and works assigned electronic health record work queues, following department-approved processes.
• Collects and manages payments, including cash, while following security protocols.
• Interacts with physicians and staff to resolve patient care issues.

Requirements

• High school diploma or equivalent required.
• Demonstrates Advocate Health’s purpose, values, and behaviors.
• Ability to work in a high-profile, high-stress area independently, setting and meeting deadlines while multitasking and prioritizing work.
• Strong attention to detail and accuracy; excellent customer service and interpersonal skills.
• Service recovery skills and demonstrated independent thinking/problem-solving abilities.
• Excellent written and verbal communication skills; ability to interact professionally with patients, visitors, staff, and physicians.
• Educates patients on insurance coverage, including managing discussions for services not covered by their health plan.
• Strong understanding of computer systems, including insurance verification/eligibility tools, EPIC electronic medical record, patient liability estimation tools, Microsoft Office, internet browsers, and phone technology.
• Knowledge of basic medical and insurance terms/abbreviations used in scheduling and registration.
• HIPAA-compliant; knowledgeable of applicable state and federal rules/regulations.
• General understanding of health insurance (Medicare, Medicaid, managed care, commercial payers) and ability to articulate explanations of Medicare/HIPAA/EMTALA rules.
• Excellent organizational skills; ability to act as a resource for other staff.

Physical Requirements and Working Conditions

• May require travel; exposed 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 as appropriate for service line/facility.
• Operates all necessary equipment; exposed to a normal office environment with significant patient/public contact.
• May be exposed to ill or contagious patients.
• Frequent transitions between sitting and standing; must stand/sit for extended periods and be physically mobile throughout the workday.
• Frequently lifts up to 10 lbs; occasionally lifts 20 lbs or more.
• Must push/pull up to 50 lbs with assistance (e.g., moving equipment, transporting patients).
• Escorts patients to nursing units or outpatient departments as necessary.
• Sensory requirements include vision, hearing, and touch; must speak clearly and use hands for fine motor skills (e.g., 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 browsers, and phone technology.

Pay

Pay range: $20.80 – $31.20 per hour.

Benefits

• Paid Time Off programs.
• Health and welfare benefits (medical, dental, vision, life, short- and long-term disability).
• Flexible Spending Accounts for eligible health care and dependent care expenses.
• Family benefits (adoption assistance, paid parental leave).
• Defined contribution retirement plans with employer match and other financial wellness programs.
• Educational Assistance Program.
• Premium pay (e.g., shift differential, on-call pay).
• Incentive pay for select positions.
• Annual increases based on performance.

Note: Eligibility for programs may depend on FTE or status (e.g., full-time, part-time, per diem, temporary).