Patient Service Representative (PSR) - Cardiology Clinic (Oak Lawn)

Advocate Health and Hospitals Corporation • Oak Lawn, IL

1d • Onsite

About The Position

The Advocate Heart Institute Oak Lawn office provides comprehensive cardiology care for adults age 18 and older. The practice includes general cardiologists, electrophysiologists, cardiovascular specialists, and structural cardiology specialists, and offers a full range of cardiac diagnostic testing. This 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. The Patient Service Representative greets and accurately registers patients in the EMR system, verifies essential billing and demographic information, and coordinates scheduling of patient appointments. They answer multiple incoming telephone lines, distribute communications, and resolve patient questions regarding referrals, billing, services, and test results. The role also involves scheduling future appointments and requisitions, coordinating with hospital admissions, notifying care areas of patient arrival, and attending to waiting patients. Additionally, they identify insurance types, understand payer types, and verify eligibility. The role also includes billing services, ensuring accurate entry of billing information, reviewing encounter forms, entering patient charges, and balancing charges. Medical record services involve upholding standards for accurate and timely medical records, ensuring availability of necessary documents, maintaining medical records, and pulling/preparing charts for appointments. Confidentiality of patient information is paramount, and information is released only according to corporate policies and procedures.

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.
• Bi-lingual in any Arabic, Polish or Spanish, 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. 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.
• 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.
• Performs other related duties as required.

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