Patient Service Representative Lead - OB/GYN - Full-Time - Park Ridge

Advocate Health and Hospitals Corporation • Park Ridge, IL

14d • Hybrid

About The Position

As a Patient Service Representative Lead, you will play a vital role on the care team – supporting providers, connecting with patients, and helping ensure a seamless, compassionate experience every day. As a key member of the ambulatory care team, you will oversee the daily activities of the patient service area to ensure department standards are met. You will educate staff of any changes pertinent to their roles, order supplies according to budget guidelines and department needs, and identify staffing needs and communicate those needs to leadership. You will ensure all personnel department policies and procedures are followed. You will act as a resource to patient services staff, which includes training/orienting, providing day-to-day work direction, and giving input on performance. You will assign, monitor and review progress and accuracy of work, direct efforts and provide guidance on more complex issues/concerns. You may generate daily staff work schedules to provide maximum efficiency and patient throughput (i.e. daily work assignments; break and lunch schedules; training and team meeting schedules.) and shift staffing to accommodate peak patient volume hours. You will assist with human resource responsibilities, which may include interviewing and selection of new employees, staff development, resolution of employee concerns, and employee engagement. You will assist in interpreting department policies and procedures and advise and update staff on procedural changes. You may support payroll and time-keeping activities. You will create the initial electronic health record that serves as the foundation of the patient medical record that is utilized by all members of the healthcare team. You will prevent the creation of duplicate medical records that can cause treatment safety issues and billing problems. You will follow and ensure compliance with the mandate of the organization’s accrediting bodies to use identifiers to positively identify a patient prior to the delivery of patient care to ensure patient safety. You will check in and register patients; obtain and verify complete demographic, guarantor, and insurance information; discuss and collect co-pays and other out-of-pocket patient responsibilities. Obtaining accurate information at the point of registration helps ensure timely payment to the organization and prevents billing issues and patient complaints. You will maintain complete confidentiality regarding patient personal/financial information and medical records in accordance with the Health Insurance Portability and Accountability Act (HIPAA). You will know insurance basics and recognize commercial and government plans. You will understand which plans AAH contracts with and when a statement of financial responsibility is needed. You will understand and discuss financial information and obligations with patients. You will know how and when to refer patients to Financial Advocates. You will have knowledge of which rules, forms and questions must be enforced to make sure AAH remains compliant with government agencies and regulations. Examples are: HIPAA, Emergency Medical Treatment and Active Labor Act (EMTALA), Consent for Treatment, Patient Rights and Responsibilities, Important Message from Medicare (IMM), Medicare Outpatient Observation Notice (MOON), Notice of Privacy Practices, Medicare Secondary Payer Questionnaire (MSPQ), Advanced Beneficiary Notice (ABN). You will obtain patient or guarantor signatures as required. You may schedule patient appointments; you may also coordinate cancellations, reschedules, wait list requests, and recall requests. You will provide accurate, detailed information regarding test preparations, patient arrival time, medication/food/beverage consumption guidelines, check-in procedures, directions to facility, etc. You may perform visit closure, including checking out patients after their visit, scheduling follow-up appointment(s), and providing patients with the after-visit summary. You will maintain excellent public relations with patients, families, and clinical staff as well as demonstrate a willingness and ability to work collaboratively with others for concise and timely flow of information. You will proactively communicate issues involving customer service and process improvement opportunities to management. You will create a welcoming and professional environment for our patients and visitors by demonstrating extraordinary customer service. You will greet patients and visitors and respond to routine requests for information. You will answer the telephone, screen calls, and take messages. You will offer various assistance to patients to include: arranging transportation needs, providing directions, locating a wheelchair, coordinating interpreter services, etc. You will monitor and work assigned electronic health record work queues, following the department’s approved process. You will assist in directing and coordinating the daily operations of the Patient Access Services function. You will aid staff as necessary to ensure compliance with department policies and procedures. You will assist leadership with staffing oversight, key performance and reporting analysis, QA process and other duties as assigned.

Requirements

• High school diploma or equivalent.
• Two years of experience in either Patient Access or any of the following related experience; general physician office support or billing office, insurance office, customer service/hospitality, or call center (any industry).

Responsibilities

• Oversees the daily activities of the patient service area to ensure department standards are met.
• Educates staff of any changes pertinent to their roles.
• Orders supplies according to budget guidelines and department needs.
• Identifies staffing needs and communicates those needs to leadership.
• Ensures all personnel department policies and procedures are followed.
• Acts as a resource to patient services staff, which includes training/orienting, providing day-to-day work direction, and giving input on performance.
• Assigns, monitors and reviews progress and accuracy of work, directs efforts and provides guidance on more complex issues/concerns.
• May generate daily staff work schedules to provide maximum efficiency and patient throughput (i.e. daily work assignments; break and lunch schedules; training and team meeting schedules.)
• Shifts staffing to accommodate peak patient volume hours.
• Assists with human resource responsibilities, which may include interviewing and selection of new employees, staff development, resolution of employee concerns, and employee engagement.
• Assists in interpreting department policies and procedures and advises and updates staff on procedural changes.
• May support payroll and time-keeping activities.
• Creates the initial electronic health record that serves as the foundation of the patient medical record that is utilized by all members of the healthcare team.
• Prevents creation of duplicate medical records that can cause treatment safety issues and billing problems.
• Follows and ensures compliance with the mandate of the organization’s accrediting bodies to use identifiers to positively identify a patient prior to the delivery of patient care to ensure patient safety.
• Checks in and registers patients; obtains and verifies complete demographic, guarantor, and insurance information; discusses and collects co-pays and other out-of-pocket patient responsibilities.
• Maintains complete confidentiality regarding patient personal/financial information and medical records in accordance with the Health Insurance Portability and Accountability Act (HIPAA).
• Knows insurance basics and recognizes commercial and government plans.
• Understands which plans AAH contracts with and when a statement of financial responsibility is needed.
• Understands and discusses financial information and obligations with patients.
• Knows how and when to refer patients to Financial Advocates.
• Has knowledge of which rules, forms and questions must be enforced to make sure AAH remains compliant with government agencies and regulations.
• Obtains patient or guarantor signatures as required.
• May schedule patient appointments; may also coordinate cancellations, reschedules, wait list requests, and recall requests.
• Provides accurate, detailed information regarding test preparations, patient arrival time, medication/food/beverage consumption guidelines, check-in procedures, directions to facility, etc.
• May perform visit closure, including checking out patients after their visit, scheduling follow-up appointment(s), and providing patients with the after-visit summary.
• Maintains excellent public relations with patients, families, and clinical staff as well as demonstrates a willingness and ability to work collaboratively with others for concise and timely flow of information.
• Proactively communicates issues involving customer service and process improvement opportunities to management.
• Creates a welcoming and professional environment for our patients and visitors by demonstrating extraordinary customer service.
• Greets patients and visitors and responds to routine requests for information.
• Answers telephone, screens calls, and takes messages.
• Offers various assistance to patients to include: arranging transportation needs, providing directions, locating a wheelchair, coordinating interpreter services, etc.
• Monitors and works assigned electronic health record work queues, following the department’s approved process.
• Assists in directing and coordinating the daily operations of the Patient Access Services function.
• Aids staff as necessary to ensure compliance with department policies and procedures.
• Assists leadership with staffing oversight, key performance and reporting analysis, QA process and other duties as assigned.
• Assist with monthly meetings, coaching, rounding on team, check in, check out, call center, basket work, projects as assigned by leader.
• Goal is to work 50% front desk and 50% lead, assist with monthly PSR meeting Powerpoint presentation, develop schedule for all PSRs, assist with PSR interviews, train new hire PSRs, and coach teammates.

Benefits

• Paid Time Off programs
• Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability
• Flexible Spending Accounts for eligible health care and dependent care expenses
• Family benefits such as adoption assistance and paid parental leave
• Defined contribution retirement plans with employer match and other financial wellness programs
• Educational Assistance Program

What This Job Offers

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