Patient Service Representative

NORTHSHORE HEALTH CENTERS•Portage, IN

5d•Onsite

About The Position

The Patient Service Representative is the first point of contact between NorthShore Health Centers and its patients. The role provides customer service by greeting and directing patients and visitors, registering patients, scheduling appointments, verifying coverage, completing financial screenings, and collecting co-payments and sliding fee payments. It also involves handling calls, communicating wait times, educating patients about available services, and balancing payments collected. The position is based in an office environment with frequent, ongoing interaction with patients, physicians, and other healthcare personnel; work may be stressful and interruptive. Travel outside NorthShore locations is rare.

Requirements

Must be at least 18 years of age.
Must have reliable transportation.
High school diploma or equivalent.
Excellent interpersonal and customer service skills.
Ability to analyze situations and solve problems at strategic and tactical levels.
Ability to comprehend, interpret, and apply relevant laws, guidelines, regulations, ordinances, and policies.
Ability to acquire a thorough understanding of organizational hierarchy, jobs, qualifications, compensation practices, and related administrative practices.
Organization and planning skills.
Critical thinking and problem-solving skills.
Ability to maintain composure and operate with emotional intelligence.
Ethical reasoning and decision-making skills.
Strong attention to detail.
Ability to receive and respond to feedback.
Excellent verbal and written communication skills.
Time management, prioritization, and sense of urgency.
Proficiency with Microsoft Office Suite or related software.
Ability to sit and/or stand for prolonged periods and work longer than eight-hour shifts.
Ability to work day, evening, and weekend shifts.
Ability to perform duties involving hand dexterity, reaching, climbing, balancing, stooping, kneeling, crouching, talking, and hearing.
Ability to occasionally lift and/or move up to 50 pounds.
Required vision abilities include close, distance, color, and peripheral vision, depth perception, and ability to focus.

Nice To Haves

Two years of experience working within a healthcare setting.
Associate's degree in business or healthcare-related studies.

Responsibilities

Greet patients and visitors, determine the purpose of their visit, and direct them to the appropriate department.
Follow HIPAA guidelines to protect confidential information.
Register new and established patients, accurately enter pertinent information, and obtain written consent for release of medical records.
Complete financial screenings for uninsured or underinsured patients using appropriate financial information.
Verify patient health benefits, including Medicaid, Medicare, or commercial insurance, for coverage and billing and collection accuracy.
Submit prior-authorization requests to insurance companies when needed based on specialty or department.
Collect insurance co-pays, sliding fee payments for services, and past-due balances.
Check out patients and schedule follow-up visits using appropriate scheduling templates.
Communicate patient wait times and provide alternative options when waits are excessive.
Educate patients about services provided at NorthShore.
Balance money collected for patient services at the end of the workday.
Answer incoming calls courteously and professionally, address the nature of each call, and direct callers to the appropriate department.
Attend required meetings and training sessions.
Maintain working knowledge of practice policies and procedures.
Perform other assigned duties requiring similar or lesser skills and abilities.