Patient Service Representative I Med Grp

Advocate Health • Two Rivers, WI

1d • $20 - $30

About The Position

The Patient Service Representative I creates and maintains accurate initial electronic health records, verifies patient identity, and helps prevent duplicate records that could affect patient safety or billing. The role checks in and registers patients, collects and verifies demographic, guarantor, and insurance information, discusses and collects copayments and other patient financial responsibilities, and protects confidential information in accordance with HIPAA. The representative understands insurance basics, organizational contracts, financial responsibility requirements, and when to refer patients to Financial Advocates.

The position enforces applicable organizational, government, and accrediting-body requirements, obtains required patient or guarantor signatures, and may schedule and coordinate appointments, provide preparation and arrival instructions, check out patients, schedule follow-up visits, and support patients with the patient portal or app. It also provides welcoming, professional customer service to patients and visitors, responds to routine information requests, answers and screens telephone calls, coordinates practical assistance, and collaborates with patients, families, clinical staff, and management to support timely information flow and process improvement.

Additional duties may include scanning documents to Health Information Management, handling fax and electronic health record inbasket messages, supporting clinical-team-directed emergent needs, monitoring assigned electronic health record work queues, and assisting with orientation and training. The role is full time, 40 hours per week, Monday through Friday, with hours varying between 7:00 a.m. and 6:00 p.m. The work takes place in a normal office environment with significant patient and public contact and may involve exposure to ill or contagious patients. Travel may be required.

Requirements

• High school diploma or GED.
• Strong attention to detail and accuracy.
• Excellent customer service and service recovery skills.
• Independent thinking and problem-solving skills, including judgment to triage issues and concerns.
• Excellent written and verbal communication and interpersonal skills, with the ability to communicate professionally with patients, visitors, staff, and physicians.
• Ability to educate patients about insurance coverage and discuss services that may not be covered by their health plan.
• Ability to interact with physicians and their staff to resolve patient-care-related issues.
• Comfort with computer systems and proficient typing skills, including technical proficiency with email, Microsoft Office, internet browsers, and phone technology.
• Ability to handle sensitive and confidential information according to internal policies.
• Excellent organizational skills and ability to act effectively as a resource to teammates.
• Ability to work in a high-profile, high-stress environment independently and without direct supervision.
• Demonstrate Advocate Health's purpose, values, and behaviors.
• Licensure, registration, or certification is not required.
• No prior experience is required.

Responsibilities

• Create accurate initial electronic health records, verify patient identity, and prevent duplicate medical records.
• Check in and register patients; obtain and verify demographic, guarantor, and insurance information.
• Discuss and collect copayments and other out-of-pocket patient responsibilities, including cash when applicable, while following cash-handling security procedures.
• Maintain confidentiality of patient personal, financial, and medical information in accordance with HIPAA and internal policies.
• Recognize commercial and government insurance plans, explain financial obligations and coverage considerations, and refer patients to Financial Advocates when appropriate.
• Enforce applicable rules, forms, and questions required by organizational, government, and accrediting bodies, and obtain patient or guarantor signatures as required.
• May schedule appointments, including virtual and procedural visits, and coordinate cancellations, rescheduling, wait lists, and recall requests.
• May provide patients with test preparation, arrival, medication, food and beverage, check-in, and facility direction information.
• May check out patients, schedule follow-up appointments, provide after-visit summaries, and educate or support patients with the patient portal or app.
• Greet patients and visitors, respond to routine requests for information, answer and screen telephone calls, and take messages.
• Provide customer service and service recovery, collaborate with patients, families, clinical staff, and physicians, and communicate service or process improvement issues to management.
• Assist patients with needs such as transportation arrangements, directions, wheelchairs, and interpreter services.
• May scan documents to Health Information Management, handle incoming and outgoing fax, address electronic health record inbasket messages, and follow clinical-team direction for emergent needs.
• Monitor and work assigned electronic health record queues according to the department's approved process.
• May assist department leadership with orientation and training.
• Work independently to manage deadlines, multitask, prioritize work, and handle high-volume workloads and interruptions in a fast-paced environment.
• May cross-train across specialties and provide staffing support as needed.

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.
• Competitive compensation, premium pay for eligible shifts or on-call work, incentive pay for select positions, and potential annual performance-based increases.
• Career development programs.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED