Patient Service Representative II

GENERAL SUMMARY

Work Location: 8915 W Golf Rd, Niles, IL 60714
Starting range: $19.00-25.00
Anticipated starting date in August 2026
Benefits: Health insurance, Dental insurance, Vision insurance, Life Insurance, Pet Insurance, Health savings account, Paid sick time, Paid time off, Paid holidays, Profit sharing, Retirement plan

Essential Job Function/Competencies

• Acts as a resource to patient services staff, providing guidance on more complex issues/concerns.
• Actively participates in problem solving and identifying improvement opportunities.
• Welcomes and greets all patients and visitors, in person or over the phone.
• Registers new patients and updates existing patient demographics by collecting detailed patient information including personal and financial information (ex. co-payments and insurance cards).
• Collections outstanding patient balances.
• Obtains referrals and authorizations when required.
• Scans incoming faxes, consents, reports, and all other patient information into patient chart.
• Generates batch transmittal reports for each day.
• Facilitates the patient flow by notifying the provider or other medical staff of the patients’ arrival, being aware of delays, and communicating with patients and clinical staff.
• Schedules follow up services and office visits for patients. May also schedule surgery, diagnostic and imaging as needed ensuring proper authorizations are obtained.
• Responds to inquiries by patients, prospective patients, and visitors in a courteous manner.
• Keeps medical office supplies adequately stocked by anticipating inventory needs, placing orders, and monitoring office equipment.
• Protects patient confidentiality, making sure protected health information (PHI) is secured by not leaving PHI in plain sight and logging off the computer before leaving it unattended.
• Ensures proper hand off of responsibilities once their task is completed.
• Maintains punctuality and reliability for assigned/confirmed shifts.
• Respects and acknowledges the organizations commitment to cultural diversity, which is expressed through behavior, language and actions.
• Consistently demonstrates good use of time and resources.
• Supports billing by completing charge entry to ensure billing is achieved within 48 hours and all appropriate procedures are documented and billed for.
• Performs other position related duties as assigned.

KNOWLEDGE | SKILLS | ABILITIES

• Skilled in using computer programs and applications including Microsoft Office.
• Knowledge in healthcare systems operations and experience in navigating EMRs.
• Ability to answer multiple incoming telephone calls.
• Demonstrate excellent organizational skills, multi-tasked abilities, and the ability to perform well in stressful situations.
• Customer-oriented with ability to remain calm in difficult situations.
• Ability to work independently and manage multiple deadlines.
• Ability to comprehend established office routines and policies.
• Ability to keep financial records and perform mathematical tasks.
• Knowledge of Medical Terminology.
• Excellent verbal and written communication skills.
• Proficient interpersonal relations skills.
• Basic knowledge and understanding of CPT procedure coding and ICD-10 diagnostic coding preferred.
• Basic knowledge of health insurance products (HMO, PPO, HSA, Commercial, Medicare etc.).
• Ability to navigate online health insurance portals to verify benefits.
• Regularly adheres and supports compliance and accreditation efforts as assigned including, but not limited to OSHA, HIPAA & CMS guidelines for Parts C & D on General Compliance and Fraud, Waste & Abuse.
• Complies with HR confidentiality standards.

EDUCATION REQUIREMENTS

• A High School Diploma or equivalent required.
• Some college work preferred.

Experience Requirements

• Minimum of 2-3 years’ customer service experience required.
• Experience in a medical office; specifically, urology, preferred.
• Basic knowledge and understanding of CPT procedure coding and ICD-10 diagnostic coding preferred.

PHYSICAL DEMANDS

• Carrying Weight Frequency: 1-25 lbs. Frequent from 34% to 66%
  26-50 lbs. Occasionally from 2% to 33%
  100 + lbs. Seldom, up to 2%
• Pushing/Pulling Frequency: 1-25 lbs. Seldom, up to 2%
  100 + lbs. Seldom, up to 2%
• Lifting - Height, Weight Frequency: Floor to Chest, 1 -25 lbs. Occasional: from 2% to 33%
  Floor to Chest, 26-50 lbs. Seldom: up to 2%
  Floor to Waist, 1-25 lbs. Occasional: from 2% to 33%
  Floor to Waist, 26-50 lbs. Seldom: up to 2%