Patient Service Representative

Shirley Ryan AbilityLab•Chicago, IL

About The Position

The Patient Services Representative greets and responds to the needs of incoming patients and families and facilitates patient flow through check-in, check-out, appointment scheduling, and other front desk operations. The role collects patient demographic and insurance information and supports the institute’s mission and values through collaboration, excellence, discovery, compassion, and respectful service. The representative is expected to demonstrate communication, accountability, flexibility and adaptability, judgment and problem solving, and customer service.

Requirements

High school diploma or equivalent.
Minimum of 3 years of experience in a customer service role or general office environment with gradually increasing responsibility is preferred.
Understanding of healthcare operations and the role of this position in delivering access to care.
Understanding of basic health insurance guidelines, including HMOs.
Exceptional customer service, communication, and interpersonal skills for daily interactions with internal and external customers.
Effective communication, including consistent email communication and follow-up and relaying information accurately, comprehensively, and promptly.
Ability to solve problems diplomatically and efficiently.
Strong organizational skills, attention to detail, follow-through, and active listening.
Intermediate proficiency with Outlook, Word, and Excel; basic proficiency with PowerPoint.
Ability to use moderately complex PC software and office equipment, including a photocopier, printer, fax machine, scanner, calculator, and multi-line phone.

Nice To Haves

College education or post-high-school technical training.

Responsibilities

Perform daily clinic and front desk operations, including answering inbound calls, placing outbound calls, monitoring voicemail, scheduling initial and continuing appointments, and monitoring outpatient schedules to support maximum capacity.
Facilitate patient check-in, including registration, insurance verification, demographic data collection, and checking registration forms for completeness and accuracy.
Identify and resolve patient and family issues, following through to ensure resolution.
Post patient payments, issue receipts, and complete cash reports for daily and monthly accounting.
Schedule patient follow-up appointments.
Allocate patients to available time slots according to clinician templates and protocols.
Scan and fax patient documents.
Perform other duties that may be assigned in the best interest of Shirley Ryan AbilityLab.