Patient Service Representative (PSR)

Advocate Aurora Health • Aurora, IL

431d

About The Position

The Patient Service Representative (PSR) plays a crucial role in providing high-quality service to patients at Advocate Aurora Health. This position involves greeting and registering patients, coordinating appointments, answering inquiries, and ensuring efficient communication within the healthcare setting. The PSR is responsible for managing patient interactions both in-person and over the phone, while also handling billing and medical record services to maintain the standards of the practice.

Requirements

• High school diploma or equivalent.
• One to two years of related customer service experience.
• Experience handling difficult callers/customers/patients.
• CRT/PC experience in a customer service setting.
• Working knowledge of eClinicalWorks and scheduling sections of the eClinicalWorks system preferred.
• Strong communication skills.
• Ability to solve problems posed by callers seeking referrals, appointments, billing issues, and clinical information.

Nice To Haves

• Experience in a healthcare setting.
• Familiarity with medical terminology.

Responsibilities

• Greets and accurately registers patients in the EMR system, verifying essential billing and demographic information.
• Coordinates scheduling of patient appointments for both phone and in-person requests accurately and efficiently.
• Answers multiple incoming telephone lines, determining the appropriate recipient of the call or message and referring them promptly.
• Distributes communications accurately based on practice protocol, including pagers, faxes, and emails.
• Resolves a variety of patient questions, including HMO referrals, billing inquiries, and queries about services and test results; refers complex issues to the practice manager or clinical staff as appropriate.
• Schedules future appointments and requisitions for laboratory tests, radiology procedures, and other special diagnostic tests as needed.
• Notifies patient care area when a patient has arrived and is ready to be seen, attending to waiting patients in reception to ensure timely service.
• Accurately identifies types of insurance from cards, understands different types of payers, and verifies eligibility if necessary.
• Performs other related duties as required.

Benefits

• Health insurance coverage.
• Paid time off.
• 401k retirement savings plan.
• Opportunities for continued education and professional development.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Hospitals
• Education Level: High school or GED