Patient Service Representative - Primary Care

Advocate Health and Hospitals Corporation•Mount Prospect, IL

3d•Onsite

About The Position

The Patient Service Representative (PSR) provides efficient, effective, high-quality customer service and practice support through general office duties, including scheduling, coding, registration, and billing. The role supports providers and connects with patients to help ensure a seamless, compassionate experience as part of the ambulatory care team. Responsibilities include assisting patients who arrive, call, or visit in person with appointments and questions about tests, procedures, bills, charges, referrals, and other matters; collecting payment at the time of service; entering accurate, current patient and payer information; following up on missing billing information; and helping clinical staff maintain accurate, timely medical records. The position supports Advocate Medical Group primary care services in Mount Prospect and may involve the Buffalo Grove and Mount Prospect office schedules. The work takes place in a high-volume environment with multiple tasks, a crowded or closely shared workspace, and exposure to ill patients. The role may require working under stressful conditions with demanding customers and lifting up to 35 pounds without assistance. For patient lifts over 35 pounds, or when a patient cannot assist, patient-handling equipment is expected to be used with at least one other associate when available; unique patient-moving situations are assessed individually.

Requirements

High school diploma or equivalent.
One to two years of related customer service experience.
Experience handling difficult callers, customers, or patients.
Ability to function in a high-volume, multiple-task environment and a crowded or closely shared workspace.
Ability to work under stressful conditions with demanding customers.
Ability to lift up to 35 pounds without assistance.
For patient lifts over 35 pounds, or when a patient cannot assist, use patient-handling equipment with at least one other associate when available.

Responsibilities

Provide efficient, high-quality service to patients arriving for appointments or contacting the practice by telephone or in person.
Respond to patient requests for appointments and information about tests, procedures, bills, charges, referrals, and other matters.
Perform general office duties, including scheduling, coding, registration, and billing.
Collect payment at the time of service and enter accurate, up-to-date billing information into the patient accounting system.
Enter patient and payer billing information at the time of service and follow up accurately on missing information.
Support clinical staff in maintaining accurate and timely medical records.
Uphold the standards of the practice and medical group for medical record accuracy and timeliness.