Patient Service Representative I Hospital

Advocate Health

2d•$21 - $31

About The Position

The Patient Service Representative I creates and maintains accurate electronic health records, registers and checks in patients, and verifies demographic, guarantor, and insurance information. The role collects co-pays and other patient payments, explains insurance coverage and financial responsibilities, and protects confidential information in accordance with HIPAA and applicable regulations. It applies required patient-identification procedures and completes documentation and signatures required by organizational and government rules. The representative may schedule appointments and handle cancellations, rescheduling, wait-list and recall requests. The role provides patients with accurate information about preparation, arrival times, check-in procedures, directions, and related requirements. It also welcomes patients and visitors, responds to routine questions, answers and screens calls, and helps coordinate transportation, directions, wheelchairs, and interpreter services. The representative monitors assigned electronic health record work queues and follows department procedures. This part-time position works 24 hours per week on alternating overnight schedules: Week 1 is Sunday, Wednesday, and Thursday from 10:30 p.m. to 7:00 a.m.; Week 2 is Wednesday, Thursday, and Saturday from 10:30 p.m. to 7:00 a.m. The schedule includes every other weekend and rotating holidays. The listed pay range is $20.80–$31.20. The position works in an office environment with substantial patient and public contact and may involve exposure to ill or contagious patients. Travel may be required. The role may require schedule flexibility to meet department needs.

Requirements

High school graduate.
Demonstrate Advocate Health’s purpose, values, and behaviors.
Ability to work independently in a high-profile, high-stress, fast-paced area; set and meet deadlines; multitask and prioritize amid 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 covered by their health plan.
Ability to collect and manage payments and follow cash-handling security procedures.
Strong computer-system understanding and technical proficiency.
Understanding of basic medical and insurance terms and abbreviations used in scheduling and registration.
Knowledge of HIPAA and applicable state and federal rules and regulations; ability to handle sensitive information according to internal policies.
General understanding of Medicare, Medicaid, managed care, and commercial insurance; ability to explain applicable Medicare, HIPAA, and EMTALA rules and comply with updates to insurance pre-certification requirements.
Excellent organizational skills and ability to act as a resource to other staff.
Ability to operate equipment necessary for the job.
Ability to transition frequently between sitting and standing, remain mobile, and stand and sit for extended periods.
Ability to lift frequently up to 10 pounds and occasionally 20 pounds or more, and push or pull up to 50 pounds with assistance.
Ability to use vision, hearing, touch, clear speech, and fine motor skills for keyboard data entry.
Willingness to work a flexible schedule at times to meet department needs.

Nice To Haves

Experience with insurance verification and 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 an initial electronic health record and prevent duplicate medical records.
Positively identify patients before care and follow applicable accreditation and patient-safety requirements.
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 cash payments, while following cash-handling security procedures.
Maintain confidentiality of patient, personal, financial, and medical information in accordance with HIPAA and internal policies.
Explain insurance coverage and financial obligations; recognize when a statement of financial responsibility is needed and refer patients to Financial Advocates when appropriate.
Apply required rules, forms, and questions to support compliance with applicable laws, regulations, and organizational requirements; obtain patient or guarantor signatures as required.
Schedule appointments when applicable and coordinate cancellations, reschedules, wait-list requests, and recall requests.
Provide accurate information about test preparations, arrival times, medication, food and beverage guidelines, check-in procedures, and directions.
Create a welcoming, professional environment; greet patients and visitors and respond to routine information requests.
Answer and screen telephone calls and take messages.
Assist patients with needs 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.
Interact with physicians and their staff to resolve issues related to patient care.
Escort patients to nursing units or outpatient departments as needed.
Perform other related duties as required.