Patient Service Representative
About The Position
This Patient Service Representative role provides efficient, high-quality service to patients who arrive for appointments or who telephone or visit in person to request appointments or information on tests and procedures, bills and charges, referrals, and other matters. This position is part-time, working three days weekly supporting call center and front desk operations, with no nights, weekends, or holidays. The role supports the Good Shepherd service area, including Barrington, Lake Zurich, and Crystal Lake. Advocate Health is the third-largest nonprofit, integrated health system in the United States, formed from the combination of Advocate Aurora Health and Atrium Health. Headquartered in Charlotte, North Carolina, Advocate Health is a national leader in clinical innovation, health outcomes, consumer experience, and value-based care, servicing nearly 6 million patients. The system employs 155,000 teammates across 69 hospitals and over 1,000 care locations, and is committed to providing equitable care for all, offering a comprehensive suite of total rewards.
Requirements
- High school diploma or equivalent.
- One to two years related customer service experience
- Experience handling difficult caller/customers/patients.
- CRT/PC experience in a customer service setting.
- Strong communication skills.
- Ability to solve problems posed by callers seeking referrals, appointments, billing issues and clinical information.
Nice To Haves
- Working knowledge of eClinicalWorks and scheduling sections of the eClinicalWorks system preferred.
Responsibilities
- Provides efficient, high-quality service to patients who arrive for appointments or who telephone or visit in person to request appointments or information on tests and procedures, bills and charges, referrals, and other matters.
- Greets and accurately registers patients in EMR system verifying essential billing and demographic information.
- Coordinates scheduling of patient appointments (phone and in-person requests) accurately and efficiently.
- Answers multiple incoming telephone lines, accurately determining the appropriate recipient of the call or message and referring them promptly and appropriately.
- Distributes communications accurately, based on practice protocol, including pagers, faxes, emails.
- Resolves a variety of patient questions, including HMO referrals, billing and queries about services and test results; refers complex issues to practice manager or a clinical staff member, as appropriate.
- Schedules future appointments and requisitions, laboratory tests, radiology procedures and other special diagnostic tests as needed.
- May coordinate with appropriate sections of hospital admission and/or outpatient admissions and surgery.
- Notifies patient care area when patient has arrived and is ready to be seen.
- Attends to waiting patients in reception and ensures that they are seen in a timely manner or are promptly notified of unexpected delays.
- Accurately identifies type of insurance from card, understands different types of payers, and verifies eligibility if necessary.
- Performs other related duties as required.
- Ensures entry at time of service of billing information on the patient and payer and accurate follow-up on missing information.
- Reviews encounter forms for accuracy and completeness, checks with physician for missing information.
- Enters patient charges into the EMR system according to established policies and procedures.
- Batches encounter forms and balances charges.
- Upholds standards of the practice and of the medical group for accurate and timely medical records.
- Ensures the availability of properly prepared patient medical records, daily schedules and related forms.
- Maintains medical record including loose filing and re-filing of charts daily.
- Pull and prepares charts for appointments.
- Maintains confidentiality around all patient information, both in front of each patient being treated and around other patients in the area.
- Releases information from records, only according to corporate policies and procedures.
Benefits
- Compensation Base compensation listed within the listed pay range based on factors such as qualifications, skills, relevant experience, and/or training
- Premium pay such as shift, on call, and more based on a teammate's job
- Incentive pay for select positions
- Opportunity for annual increases based on performance
- 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
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What This Job Offers
Job Type
Part-time
Career Level
Entry Level
Education Level
High school or GED
Number of Employees
1-10 employees
