Patient Service Representative I

Lurie Children's Hospital•Chicago, IL

3d•$19 - $29•Onsite

About The Position

The Patient Service Representative I supports patient and family access to care at Lurie Children’s Primary Care – Town & Country Pediatrics (Halsted). The role performs pre-registration and registration, verifies eligibility, collects required forms and payments, schedules appointments, and helps coordinate check-in and check-out activities. Representatives communicate with patients, families, clinical staff, and other department team members, maintain confidentiality, and follow organizational and HIPAA requirements. Depending on the assigned area, the position may also support outpatient laboratory, medical imaging, outpatient surgery, and primary care workflows. Duties may include entering or releasing orders, following written-order and Epic Care Link processes, collecting estimates or copayments, scheduling from orders, handling department phone lines, managing recalls and waitlists, documenting no-shows, and sending patient messages to providers through Epic.

Requirements

High school diploma or GED.
Some knowledge of electronic medical records.
Strong customer service and interpersonal skills to work effectively with pediatric patients, families, physicians, nurses, and other medical center personnel.
Excellent communication and listening skills.
Problem-solving skills and ability to manage multiple priorities in a fast-paced environment.
Ability to manage stressful situations appropriately.

Nice To Haves

Some college.
Some knowledge of medical terminology, third-party billing, and managed care requirements.
Proficiency in Microsoft Word applications such as Outlook and other computer skills.

Responsibilities

Complete pre-registration and full registration as needed.
Verify that patient eligibility information is accurate.
Obtain patient and family consents and required forms, including HIPAA and state and federal forms, and enter them into Epic.
Query MyChart and Care Everywhere and use Epic Care Link as appropriate.
Check that referrals are attached and appropriate for the visit; assist families with same-day referrals when possible.
Inform families about and collect applicable estimates, copayments, outstanding balances, and self-pay amounts through CCF or Health Fusion, as applicable.
Copy insurance cards when appropriate.
Provide intake forms and visit instructions; print labels for clinical use and documents to be scanned.
Provide patient ID bands when appropriate.
Inform patients and families of wait times or service delays.
Schedule new, return, same-day, and ancillary appointments as needed.
Enter patient information in additional electronic systems when required.
Follow organizational Power All principles and maintain confidentiality and HIPAA compliance.
Complete check-out procedures and prepare required forms for distribution.
Communicate with other Patient Service Representatives and department team members to coordinate activities.
For outpatient laboratory workflows, enter or release lab orders, follow Epic Care Link processes, verify paper orders, enter written orders, maintain orders for scanning, contact referring providers when appropriate, document test counts and instructions in Epic, and follow processes for research, drop-off, and miscellaneous orders.
For medical imaging workflows, check in patients, follow Epic Care Link processes, create or collect payment estimates, follow written-order processes for paper orders, schedule appointments from orders, and contact referring physicians when appropriate.
For outpatient surgery workflows, follow the Optime admission process and collect applicable copayments or deductibles.
For LCPC-TCP workflows, answer department backline and patient phone lines, create recalls and waitlist notifications when appropriate, complete daily no-show documentation and contact families to reschedule, and document and send patient messages to providers through Epic in-basket.
Perform other job functions as assigned.

Benefits

Medical, dental, and vision insurance.
Employer-paid group term life and disability insurance.
Employer contribution toward a Health Savings Account.
Flexible Spending Accounts.
Paid Time Off (PTO), paid holidays, and paid parental leave.
403(b) with a 5% employer match.
Supplemental life, AD&D, and disability coverage.
Critical illness, accident, and hospital indemnity coverage.
Tuition assistance.
Student loan servicing and support.
Adoption benefits.
Backup childcare and eldercare.
Employee Assistance Program and specialized behavioral health services and resources for employees and family members.
Discounts on services at Lurie Children’s facilities.
Discount purchasing program.
The compensation package may include differentials for some hourly employees, leadership incentives for select roles, health and retirement benefits, and wellbeing programs.