Patient Service Representative (PSR) - Clinic (Chicago)

American Addiction Centers • Chicago, IL

1d • Onsite

About The Position

Patient Services Representatives provide 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. They greet and accurately register patients in the EMR system, verifying essential billing and demographic information. They coordinate the scheduling of patient appointments, answer multiple incoming telephone lines, and distribute communications accurately. They resolve a variety of patient questions, including HMO referrals, billing, and queries about services and test results, referring complex issues to the practice manager or clinical staff as appropriate. They also schedule future appointments and requisitions, laboratory tests, radiology procedures, and other special diagnostic tests as needed. Additionally, they may coordinate with hospital admission and/or outpatient admissions and surgery, notify patient care areas of patient arrival, and attend to waiting patients in reception, ensuring timely service or prompt notification of delays. They accurately identify insurance types, understand different payers, and verify eligibility. They also ensure the entry of billing information, review encounter forms for accuracy, enter patient charges into the EMR system, and batch encounter forms and balance charges. For medical records, they uphold standards for accuracy and timeliness, release information according to policy, ensure the availability of records and schedules, maintain medical records, and pull/prepare charts for appointments. They maintain strict confidentiality around all patient information.

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

• 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. Includes 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.
• 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.
• Releases information from records, only according to corporate policies and procedures.
• 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 prepare charts for appointments.
• Maintains confidentiality around all patient information, both in front of each patient being treated and around other patients in the area.

Benefits

• Paid Time Off programs
• medical, dental, vision, life, and Short- and Long-Term Disability
• 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

What This Job Offers

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