Patient Service Representative

Advocate Health•Two Rivers, WI

11d•$21 - $31

About The Position

The Patient Service Representative creates the initial electronic health record used by the healthcare team, helps prevent duplicate medical records, and follows patient-identification requirements to support patient safety. The role checks in and registers patients; obtains and verifies demographic, guarantor, and insurance information; discusses and collects copayments and other patient financial responsibilities; and maintains confidentiality in accordance with HIPAA. The representative applies knowledge of insurance plans, financial responsibility, and applicable organizational and government requirements. The role obtains required patient or guarantor signatures and may refer patients to Financial Advocates. It may also schedule appointments and coordinate cancellations, reschedules, wait lists, and recalls, while providing detailed information about preparations, arrival times, check-in procedures, and directions. The position provides welcoming, professional customer service to patients and visitors; responds to routine information requests; answers and screens telephone calls; and offers assistance such as arranging transportation, providing directions, locating wheelchairs, or coordinating interpreter services. The representative also monitors and works assigned electronic health record queues according to approved department processes. This role is part-time, scheduled for 20 hours per week. The normal schedule alternates: Week 1 is Tuesday and Wednesday, 10 p.m.–6 a.m.; Week 2 is Monday, Tuesday, and Wednesday, 10 p.m.–6 a.m. Scheduled days and hours may change based on department needs. The position may require travel and work in a normal office environment with significant patient and public contact, with possible exposure to ill or contagious patients. The role may require a flexible schedule at times.

Requirements

High school graduate.
No prior experience required.
Demonstrate Advocate Health’s purpose, values, and behaviors.
Work independently in a high-profile, high-stress environment; 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, including services that may not be paid by their health plan.
Ability to collect and manage payments, including cash, and follow cash-handling security procedures.
Strong computer skills and technical proficiency; familiarity with insurance verification and eligibility tools, EPIC, patient liability estimation tools, email, Microsoft Office, internet browsers, and phone technology.
Understanding of basic medical and insurance terminology and abbreviations used in scheduling and registration.
HIPAA-compliant handling of sensitive and confidential information, with knowledge of applicable state and federal rules and regulations.
General understanding of Medicare, Medicaid, managed care, and commercial insurance, and ability to explain applicable Medicare, HIPAA, and EMTALA requirements and follow insurance pre-certification updates.
Excellent organizational skills.
Ability to act effectively as a resource to other staff.
Ability to meet the physical and environmental requirements of the position, including frequent transitions between sitting and standing, extended periods of sitting or standing, mobility throughout the workday, lifting and pushing or pulling as described, and fine-motor keyboard use.
Ability to work a flexible schedule when needed to meet department requirements.

Nice To Haves

Experience with insurance verification and eligibility tools, EPIC electronic medical records, patient liability estimation tools, email, Microsoft Office, internet, 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 the initial electronic health record and help prevent duplicate medical records.
Follow patient-identification requirements before patient care is delivered.
Check in and register patients; obtain and verify demographic, guarantor, and insurance information.
Discuss and collect copayments and other out-of-pocket patient responsibilities.
Protect confidential patient, financial, and medical information in accordance with HIPAA.
Apply knowledge of insurance plans, organizational contracts, financial responsibility, and referral processes for Financial Advocates.
Follow applicable government, regulatory, and organizational requirements, and obtain required patient or guarantor signatures.
Schedule appointments and coordinate cancellations, reschedules, wait-list requests, and recall requests as needed.
Provide accurate information about test preparations, arrival times, medication and food or beverage guidelines, check-in procedures, and directions.
Provide professional customer service to patients and visitors and respond to routine information requests.
Answer and screen telephone calls and take messages.
Assist patients with transportation needs, directions, wheelchairs, interpreter services, and other requests.
Monitor and work assigned electronic health record queues according to department-approved processes.
Educate patients about insurance coverage and services that may not be paid by their health plan.
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 quickly to patient medical-status changes and emergencies in clerical areas.
Escort patients to nursing units or outpatient departments as necessary.

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, for eligible teammates and positions.
Incentive pay for select positions.
Opportunity for annual increases based on performance.
Career development programs.