Patient Service Representative

Advocate Health • Oshkosh, WI

15d • $21 - $31 • Onsite

About The Position

The Patient Service Representative creates accurate initial electronic health records and prevents duplicate records that could affect patient safety or billing. The role identifies patients before care, registers and checks in patients, verifies demographic, guarantor, and insurance information, discusses and collects patient payments, and protects confidential information in accordance with HIPAA.

The representative applies knowledge of insurance plans and organizational contracts, explains patients’ financial obligations, and refers patients to Financial Advocates when appropriate. The role also ensures required forms, questions, signatures, and processes comply with applicable government regulations and organizational requirements.

Duties may include scheduling appointments and managing cancellations, rescheduling, wait lists, and recalls; providing detailed preparation and arrival instructions; welcoming and assisting patients and visitors; answering and screening calls; and monitoring assigned electronic health record work queues. The representative works in a fast-paced, high-profile setting with substantial patient and public contact and may need to adapt their schedule to departmental needs.

Requirements

• High school graduate.
• No experience required.
• Demonstrate Advocate Health's purpose, values, and behaviors.
• Ability to work independently, set and meet deadlines, multitask, and prioritize in a high-stress, fast-paced environment with interruptions and without direct supervision.
• Strong attention to detail and accuracy.
• Excellent customer service and service recovery skills.
• Independent thinking, problem-solving, and judgment skills, including the ability to triage issues and concerns.
• Excellent written and verbal communication and interpersonal skills; communicate professionally with patients, visitors, staff, and physicians.
• Ability to educate patients about insurance coverage and discuss services that may not be covered by their health plan.
• Ability to collect and manage payments, including cash, and follow cash security procedures.
• Strong computer skills and technical proficiency, including comfort with electronic systems.
• Understanding of basic medical and insurance terminology and abbreviations used in scheduling and registration.
• HIPAA knowledge and ability to handle sensitive and confidential information in accordance with internal policies and applicable state and federal regulations.
• General understanding of Medicare, Medicaid, managed care, and commercial health insurance; ability to explain relevant Medicare, HIPAA, and EMTALA rules and comply with insurance pre-certification updates.
• Excellent organizational skills.
• Ability to work a flexible schedule at times to meet departmental needs.
• Ability to operate equipment necessary to perform the job.
• Ability to transition frequently between sitting and standing, remain mobile during the workday, and sit and stand for extended periods.
• Frequently lift up to 10 pounds and occasionally lift 20 pounds or more; push or pull up to 50 pounds with assistance.
• Ability to use vision, hearing, touch, clear speech, and fine motor skills for keyboard data entry.

Nice To Haves

• Experience with insurance verification and eligibility tools, EPIC electronic medical records, patient liability estimation tools, email, Microsoft Office, the internet, and phone technology.
• CPR certification may be required depending on service location.
• Notary training or licensure may be required depending on service line or facility.

Responsibilities

• Create accurate initial electronic health records and help prevent duplicate medical records.
• Use identifiers to positively identify patients before care is delivered.
• Check in and register patients; obtain and verify demographic, guarantor, and insurance information.
• Discuss and collect co-pays and other patient financial responsibilities, including cash payments, while following cash-handling security procedures.
• Maintain confidentiality of patient personal, financial, and medical information in accordance with HIPAA and internal policies.
• Apply knowledge of insurance plans and organizational contracts; explain financial obligations and refer patients to Financial Advocates when appropriate.
• Ensure applicable forms, questions, rules, and signatures are completed in accordance with government regulations and organizational requirements.
• Schedule appointments as needed and coordinate cancellations, reschedules, wait-list requests, and recall requests.
• Provide accurate information about test preparation, arrival times, medication and food or beverage guidelines, check-in procedures, and facility directions.
• Welcome patients and visitors, respond to routine information requests, answer and screen telephone calls, and take messages.
• Assist patients with transportation arrangements, directions, wheelchairs, interpreter services, and other needs.
• Monitor and work assigned electronic health record work queues according to approved departmental processes.
• Respond quickly to patient medical status changes and emergencies in clerical areas.
• Interact with physicians and their staff to resolve patient-care-related issues.
• Escort patients to nursing units or outpatient departments as necessary.
• Act as a resource to other staff and perform other related duties as required.

Benefits

• Paid Time Off programs.
• Medical, dental, vision, life, and short- and long-term disability benefits.
• 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.
• Competitive compensation, with potential premium pay, incentive pay for select positions, and annual increases based on performance.
• Career development programs.

What This Job Offers

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