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

Advocate Health•Orland Park, IL

4d•$20 - $30

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. The role handles appointment requests and questions about tests and procedures, billing and charges, referrals, and other matters. It also supports billing and medical-record operations while maintaining patient confidentiality and following practice and corporate policies. The position is full-time, with 40 hours per week. The listed schedule coverage is Sunday 7:30 a.m.–8 p.m. and Monday–Saturday 6:30 a.m.–8 p.m.

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 raised by callers seeking referrals, appointments, billing assistance, or clinical information.
Ability to function in a high-volume, multitasking 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 a patient cannot assist, patient-handling equipment is expected to be used with at least one other associate when available.

Nice To Haves

Working knowledge of eClinicalWorks and its scheduling sections.

Responsibilities

Greet and register patients in the EMR system, verifying essential billing and demographic information.
Coordinate patient appointment scheduling by phone and in person.
Answer multiple incoming phone lines, identify the appropriate recipient, and promptly route calls or messages.
Distribute communications, including pagers, faxes, and emails, according to practice protocol.
Resolve patient questions about referrals, billing, services, and test results, referring complex issues to the practice manager or clinical staff as appropriate.
Schedule future appointments, requisitions, laboratory tests, radiology procedures, and other diagnostic tests; coordinate with hospital admission, outpatient admission, and surgery sections when needed.
Notify the patient care area when patients arrive and are ready to be seen; attend to waiting patients and ensure they are seen promptly or informed of unexpected delays.
Identify insurance types, understand different payers, and verify eligibility when necessary.
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 patient medical records, daily schedules, and related forms are available and properly prepared; maintain records through daily filing and refiling, and pull and prepare charts for appointments.
Maintain confidentiality of patient information.
Perform other related duties as required.

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.
Premium pay, such as shift or on-call pay, based on teammate circumstances.
Incentive pay for select positions.
Opportunity for annual increases based on performance.
Career development programs.