Patient Service Representative - Urgent Care

Advocate Health • Oshkosh, WI

4d • $20 - $30 • Onsite

About The Position

The Patient Service Representative greets patients arriving for appointments and helps maintain efficient, courteous patient flow. The role completes registration for walk-in patients and verifies or updates demographic and insurance information. It also verifies benefits, calculates and collects patient financial responsibility, follows financial clearance policies, and refers patients who need financial assistance to a Financial Counselor.

The representative completes visit closure by checking out patients, scheduling follow-up appointments, collecting any additional patient responsibility, and providing appropriate documents. The role maintains current knowledge and reference materials concerning Medicare, Medicaid, third-party payer requirements, pre-authorization and referral requirements, and accepted insurance plans. It communicates customer service issues and process improvement opportunities to management, meets productivity and accuracy expectations, and collaborates with patients, families, and clinical staff to support timely information flow.

Requirements

• High school diploma or GED required.
• Ability to identify and understand issues and problems, examine data, and draw logical conclusions.
• Knowledge of and ability to explain Medicare, HIPAA, and EMTALA rules and regulations, and to comply with updates to insurance pre-certification requirements.
• Mathematical aptitude, effective oral and written communication, and critical-thinking skills.
• Understanding of basic human anatomy, medical terminology, and procedures relevant to patient referral, pre-certification, and authorization processes.
• Ability to communicate effectively with customers and employees while maintaining a pleasant, professional demeanor during telephone conversations.
• Ability to handle sensitive and confidential information according to internal policies.
• Ability to read and interpret safety rules, operating and maintenance instructions, and procedure manuals.
• Experience with Microsoft Outlook, Word, Excel, and ADT software.
• Ability to write routine correspondence and calculate figures and amounts such as discounts and percentages.
• Ability to work with minimal supervision, solve problems in a high-profile, high-stress area, interact positively with internal and external customers, and prioritize work.
• Ability to sit for the majority of the workday and occasionally lift up to 10 pounds.
• Operate all equipment necessary to perform the job.

Nice To Haves

• Experience in patient access (scheduling, registration, and financial clearance), insurance verification, billing, or as a certified medical assistant.

Responsibilities

• Greet patients arriving for appointments and monitor patient flow to support efficient, courteous service.
• Ensure patient demographic and insurance information is complete and accurate.
• Register walk-in patients and verify or update demographic and insurance information when needed.
• Verify insurance benefits; obtain, calculate, and collect patients’ out-of-pocket financial responsibility, including past-due and current balances or estimates.
• Follow Financial Clearance policy for non-urgent services when clearance or authorization has not been completed, when appropriate.
• Refer patients who need financial assistance to a Financial Counselor.
• Complete visit closure, including checking out patients, scheduling follow-up appointments, collecting additional patient responsibility when applicable, and providing appropriate documents.
• Maintain knowledge and reference materials regarding Medicare, Medicaid, third-party payer requirements, insurance plans requiring pre-authorization or referral, and accepted insurance plans.
• Communicate customer service issues and process improvement opportunities to management.
• Meet productivity requirements and established performance expectations, including a 98% accuracy rate.
• Maintain positive public relations and collaborate with patients, families, and clinical staff to ensure concise and timely information flow.

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 and on-call pay, based on the teammate’s job
• Incentive pay for select positions
• Opportunity for annual increases based on performance

What This Job Offers

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