Patient Service Rep I

American Addiction Centers•Park Ridge, IL

1d•$21 - $31•Onsite

About The Position

This role is responsible for creating the initial electronic health record, which is crucial for patient care and billing. The Patient Service Representative ensures accurate patient identification to maintain safety and prevent duplicate records. They also handle patient check-in, registration, collection of demographic and insurance information, and co-pays. Maintaining patient confidentiality in accordance with HIPAA is paramount. The role requires knowledge of insurance basics, Advocate Health's contracted plans, and the ability to discuss financial obligations with patients, referring them to Financial Advocates when necessary. Additionally, the position ensures compliance with government regulations such as HIPAA, EMTALA, and others by obtaining required signatures. Responsibilities may include scheduling appointments, coordinating cancellations and reschedules, and providing detailed information about test preparations and facility procedures. The role also focuses on creating a welcoming environment through exceptional customer service, answering phones, and assisting patients with various needs like transportation and interpreter services. Monitoring and working electronic health record work queues is also a key duty.

Requirements

Demonstrate the Advocate Health purpose, values and behaviors.
Ability to work in a high profile and high stress area, working independently to set and meet deadlines, multitask and prioritize work.
Must be able to handle large workloads with many interruptions in a fast-paced environment without direct supervision.
Strong attention to detail and accuracy.
Excellent customer service skills in a variety of situations.
Must have excellent service recovery skills.
Demonstrated independent thinking and problem-solving skills, ability to exercise judgment to triage issues and concerns.
Excellent communication (written & verbal), customer service and interpersonal skills, ability to effectively communicate with a variety of patients, visitors, staff and physicians in a pleasant professional demeanor.
Educate patients on the insurance coverage aspect of their care including managing the discussion for services that will not or may not be paid by their health plan.
Interact with physicians and their staff to resolve issues related to patient care.
Collect and manage payments including cash payments and follow security related to cash handling.
Strong understanding and comfort level with computer systems.
Understanding of basic medical and insurance terms and abbreviations typically used in the patient scheduling and registration process.
HIPAA-compliant and knowledgeable of applicable state and federal rules/regulations.
Ability to handle sensitive and confidential information according to internal policies.
General understanding of health insurance: Medicare, Medicaid, managed care, and commercial payers.
Knowledge and ability to articulate explanations of Medicare/HIPAA/EMTALA rules and regulations and comply with updates on insurance pre-certification requirements.
Excellent organizational skills.
Demonstrated ability to effectively act as a resource to other staff.
Must be able to transition from sitting to standing frequently.
Must be able to stand and sit for extended periods of time and be physically mobile throughout the workday.
Frequently lifts to 10 lbs. and occasionally lifts 20 lbs. or more.
Must be able to push/pull up to 50 lbs. with assistance.
Must be able to use hands with fine motor skills for keyboard data entry.
May be asked to work a flexible schedule at times to meet the needs of the department.

Nice To Haves

Experience with insurance verification/eligibility tools, EPIC electronic medical record, patient liability estimation tools, electronic email, Microsoft Office, Internet and phone technology.

Responsibilities

Creates the initial electronic health record that serves as the foundation of the patient medical record.
Prevents the creation of duplicate medical records.
Ensures compliance with the mandate of the organization’s accrediting bodies to use identifiers to positively identify a patient prior to the delivery of patient care.
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.
Maintains complete confidentiality regarding patient personal/financial information and medical records in accordance with HIPAA.
Understands insurance basics, recognizes commercial and government plans, and knows which plans Advocate Health contracts with.
Understands and discusses financial information and obligations with patients, and knows how and when to refer patients to Financial Advocates.
Ensures compliance with government agencies and regulations (HIPAA, EMTALA, Consent for Treatment, Patient Rights and Responsibilities, IMM, MOON, Notice of Privacy Practices, MSPQ, ABN) and obtains necessary signatures.
May schedule patient appointments, coordinate cancellations, reschedules, wait list requests, and recall requests.
Provides accurate, detailed information regarding test preparations, patient arrival time, medication/food/beverage consumption guidelines, check-in procedures, and directions to the facility.
Creates a welcoming and professional environment by demonstrating extraordinary customer service.
Greets patients and visitors and responds to routine requests for information.
Answers telephone, screens calls, and takes messages.
Offers various assistance to patients to include arranging transportation needs, providing directions, locating a wheelchair, coordinating interpreter services, etc.
Monitors and works assigned electronic health record work queues, following the department’s approved process.

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