Patient Service Representative - Clinic

Advocate Health•Mequon, WI

1d•$20 - $30•Onsite

About The Position

The Patient Service Representative creates and maintains accurate initial electronic health records, verifies patient identity, and helps prevent duplicate records that could create patient safety or billing concerns. The role registers and checks in patients, verifies demographic, guarantor, and insurance information, discusses and collects patient payments, and protects confidential information in accordance with HIPAA and organizational policies. The representative applies knowledge of insurance plans, organizational contracts, financial responsibility requirements, and applicable regulations and forms. The role obtains required patient or guarantor signatures and refers patients to Financial Advocates when appropriate. Depending on departmental needs, responsibilities may include scheduling and coordinating appointments, providing preparation and arrival instructions, checking out patients, scheduling follow-ups, sharing after-visit summaries, and supporting use of the patient portal or app. The position provides welcoming, professional customer service to patients, visitors, families, and clinical staff. It may involve answering and screening calls, responding to routine information requests, coordinating practical assistance such as transportation, directions, wheelchairs, or interpreters, processing documents and messages, and responding to clinical-team directions for emergent needs. The representative monitors assigned electronic health record work queues and may assist with teammate orientation and training. This is a full-time, 40-hour-per-week clinic position. The usual schedule is Monday through Friday, with service hours ranging from 7 a.m. to 5 p.m. The position also rotates Saturday morning chiropractic coverage from 7:30 a.m. to noon, approximately once every four weeks, to cover another representative’s PTO, illness, or emergency absence. The listed pay range is $19.80–$29.70.

Requirements

High school diploma or GED.
No prior experience required.
No licensure, registration, or certification required.
Demonstrate Advocate Health’s purpose, values, and behaviors.
Ability to work independently in a high-profile, high-stress, fast-paced environment; set and meet deadlines; multitask; prioritize work; and manage interruptions and high-volume workloads without direct supervision.
Strong attention to detail and accuracy.
Excellent customer-service and service-recovery skills.
Independent thinking, problem-solving, and judgment to triage issues and concerns.
Excellent written and verbal communication, customer-service, and interpersonal skills, including the ability to communicate professionally with a variety of patients, visitors, staff, and physicians.
Ability to educate patients about insurance coverage and discuss services that may not be paid by their health plan.
Ability to interact with physicians and their staff to resolve patient-care issues.
Strong comfort with computer systems and proficient typing; technical proficiency with email, Microsoft Office, internet browsers, and phone technology.
Ability to handle sensitive and confidential information in accordance with internal policies.
Excellent organizational skills and ability to act as a resource to teammates.
Ability to operate equipment necessary to perform the job.
Ability to transition frequently between sitting and standing; sit and stand for extended periods; and remain physically mobile throughout the workday.
Ability to frequently lift up to 10 pounds and occasionally lift 20 pounds or more, and to push or pull up to 50 pounds with assistance.
Vision, hearing, touch, clear speech, and fine motor skills for keyboard data entry.
Ability to travel if required, including exposure to weather and road conditions.

Responsibilities

Create the initial electronic health record, verify patient identity, and help prevent duplicate medical records.
Check in and register patients; obtain and verify demographic, guarantor, and insurance information; discuss and collect copays and other out-of-pocket responsibilities.
Maintain confidentiality of patient personal, financial, and medical information in accordance with HIPAA and internal policies.
Apply insurance and financial-responsibility knowledge, discuss financial obligations with patients, and refer patients to Financial Advocates when appropriate.
Enforce applicable rules, forms, and questions required for organizational compliance, and obtain patient or guarantor signatures as needed.
As needed, schedule appointments, coordinate cancellations and rescheduling, manage wait-list and recall requests, and provide accurate appointment and test-preparation instructions.
As needed, perform visit closure, schedule follow-up appointments, provide after-visit summaries, and support patients with the patient portal or app.
Provide welcoming, professional customer service; greet patients and visitors and respond to routine information requests.
Answer and screen telephone calls and take messages; maintain effective communication with patients, families, visitors, clinical staff, physicians, and their staff.
Arrange or coordinate patient assistance such as transportation, directions, wheelchairs, or interpreter services.
As assigned, e-scan documents to Health Information Management, handle incoming and outgoing fax, address electronic health record inbasket messages, and follow clinical-team directions for emergent needs.
Monitor and work assigned electronic health record work queues according to approved departmental processes.
Proactively communicate customer-service issues and process-improvement opportunities to management.
May assist department leadership with orientation and training.
Collect and manage payments, including cash when applicable, and follow cash-handling security procedures.
May be cross-trained across specialties and provide staffing support as needed.