Patient Service Rep II

Advocate Health and Hospitals Corporation•Oakbrook Terrace, IL

1d•Onsite

About The Position

This is an onsite position within the Enterprise Revenue Cycle - Patient Command Center. The Patient Service Representative II is responsible for creating the initial electronic health record, preventing duplicate records, and ensuring patient safety through positive identification. They will register patients, verify demographic and insurance information, collect co-pays, and maintain patient confidentiality in accordance with HIPAA. The role requires knowledge of insurance basics, Advocate Health contracts, and financial obligations. Additionally, the position involves understanding and complying with various government regulations and forms, obtaining necessary signatures, and potentially scheduling appointments. The representative will provide detailed information to patients, maintain positive public relations, and proactively communicate customer service and process improvement opportunities. They will create a welcoming environment, answer telephones, screen calls, and offer assistance to patients with needs such as transportation and interpreter services. The role also includes assisting with orientation and training, and monitoring electronic health record work queues.

Requirements

High School Graduate.
Two years of experience in either Patient Access or any of the following related experience: general physician office support or billing office, insurance office, customer service/hospitality, or call center (any industry).
Experience with insurance verification/eligibility tools.
Experience with EPIC electronic medical record.
Experience with patient liability estimation tools.
Experience with electronic email.
Experience with Microsoft Office.
Experience with Internet.
Experience with phone technology.
Demonstrate the Advocate Health purpose, values and behaviors.
Ability to work in a high profile and high stress area.
Ability to work independently to set and meet deadlines.
Ability to 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.
Demonstrated technical proficiency including experience with insurance verification/eligibility tools, EPIC electronic medical record, patient liability estimation tools, electronic email, Microsoft Office, internet browser and phone technology.
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.
CPR certification may be required based on service location.
Notary training/licensure may be required as appropriate for service line and/or facility.

Nice To Haves

PSR I’s must be in the PSR I role for 12 months and meet promotion criteria.

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 accrediting bodies' mandates to use identifiers to positively identify a patient prior to care delivery.
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 when to refer patients to Financial Advocates.
Ensures compliance with government agencies and regulations such as HIPAA, EMTALA, Consent for Treatment, Patient Rights and Responsibilities, Important Message from Medicare (IMM), Medicare Outpatient Observation Notice (MOON), Notice of Privacy Practices, Medicare Secondary Payer Questionnaire (MSPQ), and Advanced Beneficiary Notice (ABN).
Obtains patient or guarantor signatures as required.
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.
Maintains excellent public relations with patients, families, and clinical staff.
Demonstrates a willingness and ability to work collaboratively with others for concise and timely flow of information.
Proactively communicates issues involving customer service and process improvement opportunities to management.
Creates a welcoming and professional environment for patients and visitors 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.
Assists department leadership with orientation and training for Patient Access staff.
Monitors and works assigned electronic health record work queues, following the department’s approved process.

Benefits

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
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