Patient Service Rep - Full-Time / Orland Park, IL

Advocate Health and Hospitals Corporation•Orland Park, IL

About The Position

The Patient Service Rep provides efficient, high-quality service to patients arriving for appointments or contacting the practice by phone or in person for appointments or information about tests, procedures, bills, referrals, and other matters. The role registers patients in the EMR, coordinates appointments, answers and directs calls, distributes communications, responds to patient questions, and coordinates testing and other services. The representative notifies care areas when patients are ready, attends to waiting patients, and verifies insurance information and eligibility as needed. The role also enters and follows up on patient and payer billing information, reviews encounter forms, enters charges in the EMR, and balances charges. Medical record duties include preparing and maintaining records and schedules, filing and retrieving charts, releasing information according to policy, and protecting patient confidentiality. The position requires working in a high-volume, multiple-task environment and may involve exposure to ill patients and stressful interactions with demanding customers. The representative may lift up to 35 pounds without assistance; patient-handling equipment and assistance are expected for specified patient lifts over 35 pounds.

Requirements

High school diploma or equivalent.
One to two years of related customer service experience.
Experience handling difficult callers, customers, or patients.
CRT/PC experience in a customer service setting.
Strong communication skills.
Ability to solve problems posed by callers seeking referrals, appointments, billing assistance, or clinical information.
Ability to function in a high-volume, multiple-task environment, potentially in a crowded or closely shared workspace.
Ability to work under stressful conditions with demanding customers.
Ability to lift up to 35 pounds without assistance. For patient lifts over 35 pounds or when the patient cannot assist, patient-handling equipment and another associate are expected when available.

Nice To Haves

Working knowledge of eClinicalWorks and its scheduling sections.

Responsibilities

Greet and accurately register patients in the EMR, verifying essential billing and demographic information.
Coordinate patient appointment scheduling for phone and in-person requests.
Answer multiple incoming telephone lines, determine the appropriate recipient, and promptly route calls or messages.
Distribute communications accurately according to practice protocol, including pagers, faxes, and emails.
Resolve patient questions about referrals, billing, services, and test results; refer complex issues to the practice manager or clinical staff as appropriate.
Schedule future appointments and requisitions, laboratory tests, radiology procedures, and other diagnostic tests; coordinate with hospital admission, outpatient admissions, or surgery sections when needed.
Notify the patient care area when patients have arrived and are ready to be seen; attend to waiting patients and ensure timely attention or notification of unexpected delays.
Identify insurance types and payers from insurance cards and verify eligibility when necessary.
Perform other related duties as required.
Enter billing information for patients and payers at the time of service and follow up on missing information.
Review encounter forms for accuracy and completeness and check with physicians for missing information.
Enter patient charges into the EMR according to established policies and procedures.
Batch encounter forms and balance charges.
Release medical record information only according to corporate policies and procedures.
Ensure availability of properly prepared patient medical records, daily schedules, and related forms; maintain records through daily loose filing and re-filing, and pull and prepare charts for appointments.
Maintain confidentiality of patient information.