Lead - Patient Services Representative

American Addiction Centers • Hazel Crest, IL

1d • $22 - $33 • Onsite

About The Position

Major Responsibilities: Scheduling: General and Financial 1) Answers incoming telephone calls in a timely manner, delivering excellent telephone customer service skills and adhering to Advocate Health Care Telephone Standards and Revenue Cycle Scripts 2) Directs all incoming telephone calls to the appropriate person(s) in accordance with the departmental phone and triage policy 3) Delivers detailed and accurate phone messages to the appropriate party (ies) in a timely manner, retrieving chart when necessary 4) Schedules appointments, including walk-ins, for all designated providers within the practice following departmental policies and procedures 5) Schedules appointments (phone or in-person) following all Revenue Cycle guidelines which include but not limited to: ? Verification of appointment status (ie. new patient, established patient). ? Verification of financial patient type (ie. Self-Pay, insured) including discussion of hospital policies and procedures and patient responsibilities. ? Verification of insurance eligibility, primary provider and site, co-payment and deductible responsibility. Discussion of patient responsibilities when applicable. Entry of verification information in computerized scheduling system. ? Verification of outstanding balances and discussion of hospital outstanding balance policies and procedures and patient responsibilities. Entry of verification information in computerized scheduling system. ? Verification of demographic information including name, address and telephone number. ? Inputting complete and accurate demographic information for all new patients. Pulls and prepares medical charts in advance for appointments in accordance to hospital and departmental policy 4) Registers patients following all Revenue Cycle guidelines which include but are not limited to: ? Verification of demographic information. ? Notification of outstanding balances. Discussion with patient regarding payment, hospital payment policies and/or rescheduling of appointment. ? Establishes payment plans. ? Verification of insurance eligibility, viewing and copying of insurance cards and discussion of hospital policies when applicable. ? Collection and recording of all co-payment, self-pay and outstanding balances following Cash Control and Revenue Cycle Policies. 1) Verification of all non-verified insurance policies 2) Ensures all charts are prepared and present for current clinical day 3) Greets and interacts with patients following Advocate Health Care Point of Service Standards 5) Provides new and established patients with paperwork within accordance to hospital/departmental policies and HIPAA guidelines. 6) Explains, secures and witnesses all forms and signatures required to provide complete medical treatment, assign benefits, release information, establish financial responsibility and meet other external and internal requirements 7) Prepares patient medical chart and billing information according to Revenue Cycle Policies. Notifies appropriate party (ies) of patient’s arrival. 8) Arrives/Cancels/No Shows patients in scheduling system and medical chart as appropriate, assuring accurate monthly statistics and maintaining all standards of follow-up for non-compliant patients 9) Reviews and processes encounter forms for completeness for all patients seen on specified clinical day. • Ensures all encounter forms follow coding guidelines 10) Accounts and reconciles all missing and incomplete encounter forms prior to end of clinical session. • Adheres to all Advocate Service Breakthrough Standards and Scripts Functions as lead associate for clerical office operations. 1)Prepares weekly schedule for patient service representatives. 2)Anticipates coverage for associate PTO days. 3)Answers questions regarding front office operations and protocols. 4)Trains new staff on IDX scheduling. 5)Ensures appropriate banking out procedures. 6)REcommends changes to manager to improve front office operations. 7)Coordinates petty cash change fund for manager. 8)Ensures that all patient complaints are forwarded to manager in appropriate time frames.

Requirements

• High school diploma or equivalent.
• 1-2 years in a medical setting or equivalent.
• 3-4 years of customer service experience in a high volume, multiple task, high stress environment.
• Experience handling difficult callers, customers and patients.
• Basic knowledge of managed care and commercial insurance.
• Basic knowledge of medical terminology and billing and coding practices.
• Excellent communication and customer service skills.
• Demonstrates excellent ability to establish and maintain effective personal relationships.
• Comprehensive ability to conceptualize and follow office policies and procedures.
• Ability to handle stressful situations.
• Able to function in a high-volume, multiple task environment producing quality work.
• Able to work independently and problem solve.
• Strong interpersonal and telephone communication skills.
• Solid PC skills.
• Working knowledge of automated appointment scheduling.
• Able to anticipate staffing needs for day to day schedule.
• Ability to coordinate conflicts to resolution regarding assocaite schedule.
• Ability to be empathetic.
• Ability to create effective working teams in the office.
• Demonstrates tact and good judgment.
• Ability to motivate team effort on a day to day basis.
• Mature, motivated, decisive and flexible.
• Professional demeanor.
• Ability to work in a diverse professional and patient population.
• Ability to work under stressful conditions and with demanding customers.
• Ability to lift up to 35 pounds without assistance.

Nice To Haves

• Bilingual in Spanish preferred.

Responsibilities

• Answers incoming telephone calls in a timely manner, delivering excellent telephone customer service skills and adhering to Advocate Health Care Telephone Standards and Revenue Cycle Scripts
• Directs all incoming telephone calls to the appropriate person(s) in accordance with the departmental phone and triage policy
• Delivers detailed and accurate phone messages to the appropriate party (ies) in a timely manner, retrieving chart when necessary
• Schedules appointments, including walk-ins, for all designated providers within the practice following departmental policies and procedures
• Schedules appointments (phone or in-person) following all Revenue Cycle guidelines
• Registers patients following all Revenue Cycle guidelines
• Verification of all non-verified insurance policies
• Ensures all charts are prepared and present for current clinical day
• Greets and interacts with patients following Advocate Health Care Point of Service Standards
• Provides new and established patients with paperwork within accordance to hospital/departmental policies and HIPAA guidelines.
• Explains, secures and witnesses all forms and signatures required to provide complete medical treatment, assign benefits, release information, establish financial responsibility and meet other external and internal requirements
• Prepares patient medical chart and billing information according to Revenue Cycle Policies. Notifies appropriate party (ies) of patient’s arrival.
• Arrives/Cancels/No Shows patients in scheduling system and medical chart as appropriate, assuring accurate monthly statistics and maintaining all standards of follow-up for non-compliant patients
• Reviews and processes encounter forms for completeness for all patients seen on specified clinical day.
• Ensures all encounter forms follow coding guidelines
• Accounts and reconciles all missing and incomplete encounter forms prior to end of clinical session.
• Adheres to all Advocate Service Breakthrough Standards and Scripts
• Prepares weekly schedule for patient service representatives.
• Anticipates coverage for associate PTO days.
• Answers questions regarding front office operations and protocols.
• Trains new staff on IDX scheduling.
• Ensures appropriate banking out procedures.
• REcommends changes to manager to improve front office operations.
• Coordinates petty cash change fund for manager.
• Ensures that all patient complaints are forwarded to manager in appropriate time frames.

Benefits

• Advocate Health offers a comprehensive suite of Total Rewards: benefits and well-being programs, competitive compensation, generous retirement offerings, programs that invest in your career development and so much more – so you can live fully at and away from work, including:
• Compensation Base compensation listed within the listed pay range based on factors such as qualifications, skills, relevant experience, and/or training Premium pay such as shift, on call, and more based on a teammate's job Incentive pay for select positions Opportunity for annual increases based on performance
• Benefits and more Paid Time Off programs Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability Flexible Spending Accounts for eligible health care and dependent care expenses Family benefits such as adoption assistance and paid parental leave Defined contribution retirement plans with employer match and other financial wellness programs Educational Assistance Program

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED