Patient Service Representative I Hospital

Advocate Health•Aurora Medical Center Sheboygan County - 3400 Union Ave, WI

12d•$21 - $31

About The Position

The Patient Service Representative I creates the initial electronic health record used by the healthcare team, helping prevent duplicate records and supporting patient safety and accurate billing. The representative checks in and registers patients, verifies demographic, guarantor, and insurance information, and discusses and collects copays and other patient financial responsibilities. The role protects confidential patient information in accordance with HIPAA and organizational policies. The representative applies knowledge of insurance plans and financial responsibility, explains coverage and payment obligations, and refers patients to Financial Advocates when appropriate. The role also helps ensure compliance with applicable government rules and organizational requirements, including obtaining required patient or guarantor signatures. Duties may include scheduling appointments and managing cancellations, reschedules, wait lists, and recalls; giving patients accurate preparation and arrival information; providing welcoming customer service to patients and visitors; answering and screening calls; and coordinating assistance such as transportation, directions, wheelchairs, and interpreter services. The representative monitors and works assigned electronic health record work queues according to department procedures. This position works in an office environment with significant patient and public contact and may involve exposure to ill or contagious patients. Travel may be required. The role requires frequent transitions between sitting and standing, mobility throughout the workday, and the ability to lift and move items as described in the physical requirements. A flexible schedule may sometimes be needed to meet departmental needs.

Requirements

High school graduate.
No prior experience required.
Demonstrate Advocate Health’s purpose, values, and behaviors.
Ability to work independently in a high-profile, high-stress, fast-paced setting; set and meet deadlines; multitask; prioritize; and manage interruptions and large workloads 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 and verbal communication and interpersonal skills, including the ability to communicate professionally with patients, visitors, staff, and physicians.
Ability to educate patients about insurance coverage and services that may not be paid by their health plan.
Comfort using computer systems and technical proficiency with relevant workplace tools.
Understanding of basic medical and insurance terminology and abbreviations used in scheduling and registration.
Knowledge of HIPAA and applicable state and federal rules and regulations, and 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 changing insurance pre-certification requirements.
Excellent organizational skills.
Ability to act effectively as a resource to other staff.
Ability to transition frequently between sitting and standing, remain mobile throughout the workday, and stand or sit for extended periods.
Ability to lift up to 10 pounds frequently and 20 pounds or more occasionally, and to push or pull up to 50 pounds with assistance.
Ability to use fine motor skills for keyboard data entry and to meet the role’s vision, hearing, touch, and clear-speech requirements.

Nice To Haves

Experience with insurance verification and eligibility tools, EPIC electronic medical record, patient liability estimation tools, email, Microsoft Office, internet browsers, 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 initial electronic health records and help prevent duplicate patient records.
Check in and register patients; obtain and verify demographic, guarantor, and insurance information.
Discuss and collect copays and other out-of-pocket patient responsibilities.
Maintain confidentiality of patient, financial, and medical information in accordance with HIPAA and internal policies.
Apply knowledge of insurance plans, financial responsibility, and referrals to Financial Advocates.
Follow applicable government and organizational rules and obtain required patient or guarantor signatures.
Schedule appointments when needed and coordinate cancellations, rescheduling, wait lists, and recall requests.
Provide accurate information about test preparation, arrival times, check-in procedures, directions, and medication, food, or beverage guidelines.
Greet patients and visitors, respond to routine information requests, answer and screen telephone calls, and take messages.
Assist patients with transportation arrangements, directions, wheelchairs, interpreter services, and other needs.
Monitor and work assigned electronic health record work queues using approved department processes.
Interact with physicians and their staff to resolve issues related to patient care.
Collect and manage payments, including cash, and follow cash-handling security procedures.
Respond promptly to patient medical status changes and emergencies in clerical areas.
Escort patients to nursing units or outpatient departments when necessary.
Operate equipment necessary to perform the job and support other staff as a resource.

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.
Premium pay such as shift or on-call pay, depending on the role.
Incentive pay for select positions.
Opportunity for annual increases based on performance.
Career development and well-being programs.