Patient Customer Rep - Full-Time / Aurora, IL

American Addiction Centers•Aurora, IL

1d•Onsite

About The Position

The Patient Customer Representative role is a full-time position within the Behavioral Health department in Aurora, IL. This role is integral to patient experience, encompassing appointment scheduling, patient check-out processes, administrative duties, and telephone communication. Key responsibilities include executing scheduling using IDX and EPIC/IDX systems, collecting and updating patient information, providing instructions for appointments, and managing call transfers. During check-out, the representative assists patients, provides After-Visit summaries, schedules follow-up appointments, orders tests, and offers MyChart information. Administrative tasks involve preparing forms, monitoring messages, managing no-show appointments, retrieving test results, and ensuring timely documentation. The position requires excellent telephone communication skills, adherence to departmental protocols, and a commitment to customer service, including resolving issues and acting as a liaison between patients, staff, and providers. The representative also helps maintain an organized work environment and participates in departmental meetings and training. Advocate Health, the employer, is the third-largest nonprofit, integrated health system in the U.S., serving nearly 6 million patients across 69 hospitals and over 1,000 care locations. It is recognized for clinical innovation and expertise in various medical fields, employing 155,000 teammates and providing substantial community benefits.

Requirements

High School graduate or GED
1 year experience in a customer service position
Clear and professional communication skills
Functional PC skills with ability to learn various software programs
Pleasant and well developed customer service and interpersonal skills
Strong team orientation
Understands concept of service recovery
Demonstrate potential to learn medical terminology
Proven ability to work well independently and in a team environment
Flexible and willing to rotate work stations with ease

Nice To Haves

Healthcare experience preferred
Typing speed of 25 wpm preferred with good accuracy
Developing knowledge of medical terminology

Responsibilities

Schedules future appointments and requisitions, laboratory tests, radiology procedures and other special diagnostic tests as needed.
May coordinate with appropriate sections of hospital admission and/or outpatient admissions and surgery.
Execute patient scheduling duties and document within the IDX system following provider specifics and scheduling guidelines.
Collect necessary information from patient when scheduling and/or cancelling appointments and documents/updates information in EPIC/IDX system(s).
Instruct patients on necessary preparations when booking appointments/testing using appropriate language to patient’s level of understanding guided by department protocols or provider/ nurse instructions.
Transfers calls when appropriate in accordance to transfer policy.
All communications with callers, internal and external, are conducted in accordance with department protocol, utilizing clinic scripting where indicated and in the manner expressed in the Behavioral Expectations guidelines.
Order radiology/lab tests, as indicated by provider.
Acknowledge and assist patients with check out process.
Review and provide After-Visit summaries to patients.
Schedule follow up appointments for patients in the IDX/Web Advance system according to provider specifics.
Provide information related to MyChart and enroll upon patient’s request.
All Check Out interactions are conducted in accordance with department protocol, utilizing clinic scripting where indicated and in the manner expressed in the Behavioral Expectations guidelines.
Checks encounter and demographic forms for the following day and highlights the required information.
Check IDX/Web Advance/EPIC systems for completed patient information; attaches all necessary forms: PCP change, Treatment of minors, Verbal Release of Information, Autism Screening, Depression Screening, Registration, HIPAA.
Support patient scheduling/message documenting according to department/clinic procedures, scripting, and guidelines provided in the Communication and Documentation Policies.
Monitor In-Basket for messages regarding Work-In appointments and telephone messages.
Support procedure for Provider Bump List; notification calls and re-scheduling.
Address and follow through on No-show appointments as procedure dictates.
Retrieve and act upon radiology/lab test results and re-fill orders following department protocol.
Ensure completion of all patient documentation within two full clinic business days after care and/or services have been provided according to the Missing Documentation policy guidelines.
Answers the telephone promptly within 3 rings.
Utilizes outlined departmental and clinic scripting/key words.
Displays a courteous, alert and pleasant tone of voice, speaking clearly.
Restates information to ensure clarity and accuracy.
Transfers calls when appropriate, staying on the line and announcing where and why call was transferred.
Communicates effectively with internal and external customers.
Logs onto the ACD system at assigned time, utilizing reason codes when appropriate.
Performs a variety of practice management duties in a time effective manner to maintain and/or enhance department processes, and positively impact customer service.
Knowledgeable of work and safety policies, procedures, protocols and changes to such, as related to position and employment expectations.
Supports team environment by performing additional duties, as needed.
Supports team environment by acting flexibly to rotate work stations to provide coverage, as warranted.
Supports team environment by using sound judgment to prioritize tasks.
Addresses and works to resolve customer service issues utilizing behavioral expectation guidelines.
Consistently recognizes problem situations that require action.
Utilizes Service Recovery Standards, when necessary.
Delegate problems through proper channels and follows through to seek resolution and patient satisfaction.
Serve as an advocate and liaison between patients, staff, providers and external customers by sharing necessary information to ensure continuity of care.
Coordinate, sort and distribute information within the department; (mail, faxes, interoffice envelopes, etc.).
Work to keep department, work stations and wait areas clean and orderly; void of food and drink.
Place supply orders following unit procedures.
Organize department supplies, as scheduled/warranted.
Attend and participate in department/organization meetings, in-services, training, etc. as required.

Benefits

Comprehensive suite of Total Rewards: benefits and well-being programs
Competitive compensation
Generous retirement offerings
Programs that invest in your career development
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