Patient Service Representative - 2nd shift

American Addiction Centers•Summit, WI

16d•$21 - $31•Onsite

About The Position

The Patient Service Representative is responsible for creating the initial electronic health record, which serves as the foundation for the patient medical record utilized by all members of the healthcare team. This role is crucial for preventing duplicate medical records, ensuring patient safety, and facilitating accurate billing. The representative will check in and register patients, obtain and verify demographic, guarantor, and insurance information, and discuss and collect co-pays and other out-of-pocket patient responsibilities. Maintaining patient confidentiality in accordance with HIPAA is paramount. The role also involves understanding insurance basics, Advocate Health contracts, and financial obligations, referring patients to Financial Advocates when necessary. Additionally, the representative must ensure compliance with government regulations such as HIPAA, EMTALA, and others, obtaining required signatures. They may also schedule appointments, coordinate cancellations and reschedules, and provide detailed information to patients regarding preparations and procedures. A key aspect of this role is creating a welcoming and professional environment through extraordinary customer service, answering phones, screening calls, and offering assistance to patients. The representative will also monitor and work assigned electronic health record work queues.

Requirements

Demonstrate the Advocate Health purpose, values and behaviors.
Ability to work in a high profile and high stress area.
Ability to work independently to set and meet deadlines.
Ability to multitask and prioritize work.
Must be able to handle large workloads with many interruptions in a fast-paced environment without direct supervision.
Strong attention to detail and accuracy.
Excellent customer service skills in a variety of situations.
Must have excellent service recovery skills.
Demonstrated independent thinking and problem-solving skills.
Ability to exercise judgment to triage issues and concerns.
Excellent communication (written & verbal), customer service and interpersonal skills.
Ability to effectively communicate with a variety of patients, visitors, staff and physicians in a pleasant professional demeanor.
Strong understanding and comfort level with computer systems.
HIPAA-compliant and knowledgeable of applicable state and federal rules/regulations.
Ability to handle sensitive and confidential information according to internal policies.
General understanding of health insurance: Medicare, Medicaid, managed care, and commercial payers.
Knowledge and ability to articulate explanations of Medicare/HIPAA/EMTALA rules and regulations and comply with updates on insurance pre-certification requirements.
Excellent organizational skills.
Demonstrated ability to effectively act as a resource to other staff.
CPR certification may be required based on service location.
Notary training/licensure may be required as appropriate for service line and/or facility.
Operates all equipment necessary to perform the job.
Must be able to transition from sitting to standing frequently.
Must be able to stand and sit for extended periods of time and be physically mobile throughout the workday.
Frequently lifts to 10 lbs. and occasionally lifts 20 lbs. or more.
Must be able to push/pull up to 50 lbs. with assistance.
Escorts patients to nursing units or outpatient departments as necessary.
Sensory requirements include vision, hearing and touch.
Must also be able to speak clearly.
Must be able to use hands with fine motor skills for keyboard data entry.
May be asked to work a flexible schedule at times to meet the needs of the department.

Nice To Haves

Experience with insurance verification/eligibility tools, EPIC electronic medical record, patient liability estimation tools, electronic email, Microsoft Office, Internet and phone technology.

Responsibilities

Creates the initial electronic health record that serves as the foundation of the patient medical record.
Prevents creation of duplicate medical records.
Uses identifiers to positively identify a patient prior to the delivery of patient care to ensure patient safety.
Checks in and registers patients.
Obtains and verifies complete demographic, guarantor, and insurance information.
Discusses and collects co-pays and other out-of-pocket patient responsibilities.
Maintains complete confidentiality regarding patient personal/financial information and medical records in accordance with HIPAA.
Understands insurance basics, commercial and government plans, and Advocate Health contracts.
Understands and discusses financial information and obligations with patients.
Refers patients to Financial Advocates when necessary.
Ensures compliance with government agencies and regulations (HIPAA, EMTALA, etc.).
Obtains patient or guarantor signatures as required.
May schedule patient appointments, coordinate cancellations, reschedules, wait list requests, and recall requests.
Provides accurate, detailed information regarding test preparations, patient arrival time, medication/food/beverage consumption guidelines, check-in procedures, and directions.
Creates a welcoming and professional environment by demonstrating extraordinary customer service.
Greets patients and visitors and responds to routine requests for information.
Answers telephone, screens calls, and takes messages.
Offers various assistance to patients (e.g., transportation, directions, wheelchairs, interpreter services).
Monitors and works assigned electronic health record work queues.
Collects and manages payments including cash payments and follows security related to cash handling.
Educates patients on the insurance coverage aspect of their care.
Interacts with physicians and their staff to resolve issues related to patient care.

Benefits

Comprehensive suite of Total Rewards
Competitive compensation
Generous retirement offerings
Programs that invest in your career development
Paid Time Off programs
Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability
Flexible Spending Accounts for eligible health care and dependent care expenses
Family benefits such as adoption assistance and paid parental leave
Defined contribution retirement plans with employer match and other financial wellness programs
Educational Assistance Program