Patient Service Representative
About The Position
The Patient Service Representative 1 serves as a liaison between patients and professional staff by handling clerical and reception responsibilities and assisting with administrative tasks. The role collaborates with clinical staff to support comprehensive and compassionate outpatient care across St. Charles Health System. It does not directly manage other caregivers. The position supports appointment scheduling, insurance eligibility and authorization workflows, patient registration and payments, clinic readiness, records and communications processing, and customer service. It also helps maintain a safe and professional environment, supports onboarding of new caregivers, and follows organizational policies, confidentiality requirements, and applicable laws and regulations.
Requirements
- High school diploma or GED.
- Ability to travel to business functions, trainings, meetings, and all St. Charles Health System worksites.
- Ability to work as part of a care team with providers and clinical staff.
- Excellent communication skills and ability to interact with a diverse population and professionally represent the health system.
- Ability to communicate effectively with all levels within the health system and with external customers, clients, and potential employees.
- Strong teamwork and collaboration skills.
- Ability to multitask and work independently, with attention to detail and strong organizational, written, oral communication, and customer service skills, including in stressful personal interactions.
- Ability to perform basic arithmetic and intermediate to advanced mathematical tasks.
- Ability to read, write, speak, and understand English.
- Basic to intermediate ability and experience with computer applications, specifically electronic medical record systems and MS Office.
- Ability to wear the personal protective equipment required to perform the job safely.
Nice To Haves
- One year of clerical support in a healthcare setting or related experience.
- Basic medical terminology.
Responsibilities
- Schedule appointments accurately according to department guidelines, supporting patient access and provider utilization.
- Maintain appointment requests, waitlists, and follow-up reports in the electronic health system.
- Perform real-time insurance eligibility checks and use the results to route scheduling requests or schedule appointments.
- Ensure authorizations are linked to appointments at check-in, reconcile daily schedules with appointment reports, and resolve registration-related work queue items before encounter closure.
- Record patient demographic, insurance, and billing information accurately during scheduling, check-in, and check-out.
- Request appropriate patient payments, process payment types, and complete daily deposits and batch reports.
- Provide printed After Visit Summaries upon request, arrange follow-up visits as needed, and collect remaining copays at check-out.
- Maintain patient-access department files, programs, and lists.
- Prepare clinic areas for daily operations, including turning on computers and equipment, readying kiosks and waiting and check-in areas, and stocking supplies.
- Process and resolve electronic and telephone messages, worklist entries, and basic electronic health record work queue items according to established protocols.
- Collect, locate, and distribute patient documents and information to appropriate staff.
- Fax, scan, and index medical records in the document management system; open and distribute incoming mail and paper and electronic faxes.
- Provide timely, efficient, accurate customer service and assistance to patients, and arrange interpretive services as needed.
- Support the organization’s vision, mission, and values, Lean continuous-improvement principles, and a safe environment for caregivers, patients, and guests.
- Support onboarding of new department caregivers and conduct all activities professionally and confidentially.
- Comply with applicable laws, regulations, policies, and procedures; report known or suspected violations and cooperate with organizational investigations and proceedings.
- Perform additional duties of similar complexity as required or assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
