Patient Service Representative I Hospital

Full-time position, benefits eligible, 40 hours per week.

Schedule

Night shift, rotating days with every other weekend off (6:45 PM – 7:15 AM). On-call shift required.

Pay

Pay range: $20.80 - $31.20 per hour.

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 to positively identify patients prior to care delivery for 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 recognizes which plans Advocate Health contracts with.
• Discusses financial information and obligations with patients and knows when to refer patients to Financial Advocates.
• Ensures compliance with government regulations such as HIPAA, EMTALA, Medicare rules, and other required forms (e.g., Consent for Treatment, ABN, MSPQ).
• Obtains required patient or guarantor signatures.
• Schedules patient appointments, coordinates cancellations, reschedules, waitlist requests, and recall requests.
• Provides accurate, detailed information regarding test preparations, arrival times, medication guidelines, and facility directions.
• Creates a welcoming environment by demonstrating extraordinary customer service.
• Greets patients and visitors, responds to routine requests, answers telephones, screens calls, and takes messages.
• Assists patients with transportation, directions, wheelchairs, and interpreter services.
• Monitors and works assigned electronic health record work queues following department-approved processes.
• Collects and manages payments, including cash, and follows security protocols for cash handling.
• Interacts with physicians and staff to resolve patient care issues.

Requirements

• High school diploma or equivalent required.
• Strong attention to detail and accuracy.
• Ability to work in a high-stress, fast-paced environment with frequent interruptions and large workloads.
• Excellent customer service and interpersonal skills, including service recovery.
• Independent thinking, problem-solving, and ability to exercise judgment to triage issues.
• Proficiency with computer systems, including EPIC electronic medical record, insurance verification tools, Microsoft Office, and internet browsers.
• Understanding of basic medical and insurance terms, including Medicare, Medicaid, managed care, and commercial payers.
• Knowledge of HIPAA, EMTALA, and other federal/state regulations.
• Ability to handle sensitive and confidential information according to internal policies.
• Excellent organizational and communication skills (written and verbal).
• Ability to act as a resource for other staff.

Physical Requirements and Working Conditions

• May require travel and exposure to weather and road conditions.
• Must respond quickly to patient medical status and emergency situations.
• CPR certification may be required based on service location.
• Notary training/licensure may be required for certain service lines or facilities.
• Exposed to a normal office environment with significant patient and public contact; may be exposed to ill or contagious patients.
• Must transition frequently between sitting and standing; ability to stand and 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, supplies, or transporting patients).
• Escorts patients to nursing units or outpatient departments as necessary.
• Sensory requirements include vision, hearing, touch, and clear speech.
• Must use hands with fine motor skills 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, and phone technology.

Benefits

• Comprehensive Total Rewards package, including competitive compensation and premium pay (e.g., shift differential, on-call pay).
• Annual performance-based pay increases.
• 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 and paid parental leave.
• Retirement plans with employer match and other financial wellness programs.
• Educational Assistance Program.

About the Organization

Advocate Health is the third-largest nonprofit, integrated health system in the United States, created from the combination of Advocate Aurora Health and Atrium Health. It provides care under the names Advocate Health Care (Illinois), Atrium Health (Carolinas, Georgia, Alabama), and Aurora Health Care (Wisconsin). Advocate Health serves nearly 6 million patients, operates 69 hospitals and over 1,000 care locations, and employs 155,000 teammates. It is nationally recognized for expertise in cardiology, neurosciences, oncology, pediatrics, rehabilitation, organ transplants, burn treatments, and specialized musculoskeletal programs. The organization is committed to equitable care and provides over $6 billion in annual community benefits.

A Patient Service Representative (PSR) is often a patient’s first impression of Advocate Health and plays a crucial role in capturing accurate patient demographics, insurance coverage, and financial responsibility. The PSR helps prevent revenue loss, ensures compliance with regulations, and optimizes patient satisfaction, impacting both patient experience and the organization’s financial success.