Patient Service Rep Hospital I

Advocate Health • Milwaukee, WI

1d • $21 - $31

About The Position

The Patient Service Rep Hospital I creates and maintains accurate electronic health records and registers patients, ensuring patient identity is verified and duplicate records are avoided. The role collects and verifies demographic, guarantor, and insurance information; discusses patient financial responsibilities; and collects payments. It maintains confidentiality and follows applicable organizational, government, and accrediting-body requirements, including HIPAA and EMTALA.

The position supports patients and visitors through professional customer service, answering calls, providing information, and coordinating assistance such as transportation, directions, wheelchairs, and interpreter services. It may schedule appointments and coordinate cancellations, rescheduling, wait-list, and recall requests, while providing patients with relevant preparation and arrival instructions. The representative also monitors assigned electronic health record work queues and may escort patients to other departments.

This part-time position is scheduled for 16 hours per week, across four days per pay period, on second shift (15:00–23:30), with every fourth weekend and holiday rotation. It involves significant patient and public contact in a normal office environment and may involve exposure to ill or contagious patients. The role requires frequent transitions between sitting and standing, mobility throughout the workday, and occasional lifting and assisted pushing or pulling. Travel may be required.

Requirements

• High school graduate.
• Demonstrate Advocate Health's purpose, values, and behaviors.
• Ability to work independently in a high-profile, high-stress, fast-paced environment; set and meet deadlines; multitask; prioritize work; and manage interruptions and large workloads without direct supervision.
• Strong attention to detail and accuracy.
• Excellent customer service and service recovery skills.
• Independent thinking and problem-solving skills, including judgment to triage issues and concerns.
• Excellent written and verbal communication and interpersonal skills, with the ability to communicate professionally with patients, visitors, staff, and physicians.
• Ability to explain insurance coverage and discuss services that may not be paid for by a patient's health plan.
• Comfort and proficiency with computer systems and relevant technology, including insurance verification and eligibility tools, EPIC, patient liability estimation tools, email, Microsoft Office, internet browsers, and phone technology.
• Understanding of basic medical and insurance terms and abbreviations used in patient scheduling and registration.
• Knowledge of HIPAA and applicable state and federal rules and regulations; ability to handle sensitive and confidential information according to internal policies.
• General understanding of Medicare, Medicaid, managed care, and commercial health insurance; ability to explain applicable Medicare, HIPAA, and EMTALA rules and comply with updates to insurance pre-certification requirements.
• Excellent organizational skills.
• Ability to serve as a resource to other staff.
• Ability to transition frequently between sitting and standing, remain mobile throughout the workday, and stand or sit for extended periods.
• Ability to frequently lift up to 10 pounds, occasionally lift 20 pounds or more, and push or pull up to 50 pounds with assistance.
• Sensory ability to see, hear, and touch, and ability to speak clearly and use fine motor skills for keyboard data entry.
• Ability to work a flexible schedule at times to meet departmental needs.

Nice To Haves

• Experience with insurance verification and eligibility tools, EPIC electronic medical records, patient liability estimation tools, email, Microsoft Office, internet, and phone technology.
• CPR certification may be required depending on service location.
• Notary training or licensure may be required depending on service line or facility.

Responsibilities

• Create the initial electronic health record and prevent duplicate patient records.
• Use required identifiers to positively identify patients before care is delivered.
• Check in and register patients; obtain and verify demographic, guarantor, and insurance information.
• Discuss and collect co-pays and other out-of-pocket patient responsibilities.
• Maintain confidentiality of patient personal, financial, and medical information in accordance with HIPAA.
• Understand insurance plans and financial responsibility requirements, discuss obligations with patients, and refer patients to Financial Advocates when appropriate.
• Enforce applicable rules, forms, and questions required for compliance, and obtain patient or guarantor signatures as required.
• May schedule appointments and coordinate cancellations, rescheduling, wait-list requests, and recall requests.
• Provide accurate information about test preparation, arrival times, medication and food or beverage guidelines, check-in procedures, and facility directions.
• Greet patients and visitors, respond to routine information requests, answer and screen telephone calls, and take messages.
• Coordinate assistance for patients, including transportation, directions, wheelchairs, and interpreter services.
• Monitor and work assigned electronic health record work queues according to approved departmental processes.
• Interact with physicians and their staff to resolve issues related to patient care.
• Collect and manage payments, including cash, and follow cash-handling security procedures.
• Respond quickly to patient medical status changes and emergencies in clerical areas.
• Escort patients to nursing units or outpatient departments as necessary.

Benefits

• Paid time off programs.
• Medical, dental, vision, life, and short- and long-term disability benefits.
• Flexible Spending Accounts for eligible health care and dependent care expenses.
• Adoption assistance and paid parental leave.
• Defined contribution retirement plans with employer match and other financial wellness programs.
• Educational Assistance Program.
• Competitive base compensation, premium pay for select shifts or on-call work, incentive pay for select positions, and the opportunity for annual performance-based increases.

What This Job Offers

• Job Type: Part-time
• Career Level: Entry Level
• Education Level: High school or GED