Patient Service Representative I - 3rd shift

Advocate Health • Green Bay, WI

3d • $21 - $31

About The Position

The Patient Service Representative I creates accurate initial electronic health records and helps prevent duplicate records that could affect patient safety or billing. The role identifies patients using required identifiers and registers patients by collecting and verifying demographic, guarantor, and insurance information. It discusses and collects co-pays and other patient financial responsibilities, maintains confidentiality, and follows applicable organizational, state, and federal requirements.

The representative explains insurance coverage and financial obligations, recognizes common commercial and government plans, and refers patients to Financial Advocates when appropriate. The role obtains required patient or guarantor signatures and supports compliance with requirements such as HIPAA, EMTALA, Medicare notices, and consent procedures. It may schedule appointments and coordinate cancellations, rescheduling, wait-list, and recall requests, while providing patients with accurate preparation and arrival instructions.

The representative creates a welcoming environment for patients and visitors, responds to routine inquiries, answers and screens telephone calls, and coordinates assistance such as transportation, directions, wheelchairs, and interpreter services. The role monitors and works assigned electronic health record work queues according to department procedures. This position works part time on an overnight schedule, with flexibility required and weekend and holiday assignments as scheduled.

Requirements

• High school graduate.
• No prior experience required.
• Demonstrate Advocate Health’s purpose, values, and behaviors.
• Ability to work independently, set and meet deadlines, multitask, and prioritize in a high-stress, fast-paced environment with interruptions and without direct supervision.
• Strong attention to detail and accuracy.
• Excellent customer service and service recovery skills.
• Independent thinking, problem-solving, and judgment to triage issues and concerns.
• Excellent written, verbal, customer service, and interpersonal communication skills; communicate professionally with patients, visitors, staff, and physicians.
• Ability to educate patients about insurance coverage, including services that may not be paid by their health plan.
• Ability to collect and manage payments and follow cash-handling security procedures.
• Strong computer skills and technical proficiency with relevant systems and tools.
• Understanding of basic medical and insurance terminology and abbreviations used in scheduling and registration.
• Knowledge of HIPAA and applicable state and federal rules; ability to handle sensitive information confidentially.
• General understanding of Medicare, Medicaid, managed care, and commercial insurance, and ability to explain relevant Medicare, HIPAA, and EMTALA requirements and comply with insurance pre-certification updates.
• Excellent organizational skills.
• Ability to work a flexible schedule as needed; flexibility is required for the stated rotating schedule and assigned weekends and holidays.

Nice To Haves

• Experience with insurance verification or eligibility tools, EPIC electronic medical record, patient liability estimation tools, electronic email, Microsoft Office, internet, and phone technology.
• CPR certification may be required depending on service location.
• Notary training or licensure may be required depending on service line or facility.

Responsibilities

• Create accurate initial electronic health records and help prevent duplicate medical records.
• Use required identifiers to positively identify patients before care is delivered.
• Check in and register patients; obtain and verify demographic, guarantor, and insurance information.
• Discuss and collect co-pays and other out-of-pocket patient responsibilities, including handling cash securely.
• Maintain confidentiality of patient personal, financial, and medical information in accordance with HIPAA and internal policies.
• Explain insurance coverage and financial obligations, recognize relevant insurance plans, and refer patients to Financial Advocates when appropriate.
• Enforce applicable rules, forms, and questions required for regulatory compliance, and obtain patient or guarantor signatures as required.
• Schedule appointments when needed and coordinate cancellations, rescheduling, wait-list requests, and recall requests.
• Provide accurate information about test preparation, arrival times, consumption guidelines, check-in procedures, and facility directions.
• Greet patients and visitors, respond to routine information requests, answer and screen calls, and take messages.
• Arrange assistance such as transportation, directions, wheelchairs, and interpreter services.
• Monitor and work assigned electronic health record work queues according to approved department processes.
• Respond quickly to patient medical-status changes and emergencies in clerical areas.
• Escort patients to nursing units or outpatient departments as necessary.
• Interact with physicians and their staff to resolve issues related to patient care.
• Act as a resource to other staff when 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 such as shift or on-call pay where applicable, incentive pay for select positions, and potential annual performance-based increases.

What This Job Offers

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