Patient Service Representative - Center for Healthcare Program Candidates Only

Advocate Health and Hospitals Corporation • Milwaukee, WI

7h • Onsite

About The Position

This posting is for students in the Center for Healthcare Careers program. The Patient Service Representative will greet patients arriving for their appointments, monitor patient flow, and ensure patients are cared for efficiently and courteously. They will also be responsible for completing the registration process, verifying and updating patient demographic and insurance information, obtaining and collecting patient financial liability, and requesting/collecting past due and present balances. The role involves following the Financial Clearance policy, referring patients to a Financial Counselor if needed, and performing visit closure tasks such as checking out patients, scheduling follow-up appointments, and providing necessary documents. The representative must maintain knowledge of Medicare, Medicaid, third-party payer requirements, and insurance plans, proactively communicate customer service issues, and meet productivity and accuracy expectations. Excellent public relations and collaboration skills are essential.

Requirements

• High school diploma or GED required.
• Ability to identify and understand issues and problems.
• Examines data and draws logical conclusions based on information available.
• Knowledge and ability to articulate explanations of Medicare, HIPAA, and EMTALA rules and regulations and comply with updates on insurance pre-certification requirements.
• Mathematical aptitude, effective oral and written communication skills and critical thinking skills.
• Understanding of basic human anatomy, medical terminology and procedures for application in the patient referral, pre-certification and authorization processes.
• Ability to speak effectively to customers or employees of the organization; presents a pleasant, professional demeanor and image during telephone conversation.
• Ability to handle sensitive and confidential information according to internal policies.
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Experience with Microsoft Outlook, Word and Excel and ADT software.
• Ability to write routine correspondence, calculate figures and amounts such as discounts and percentages.
• Must be able to work with minimal supervision, to problem solve in a high profile and high stress area and interact positively with all internal and external customers while possessing the ability to determine priority of work.

Nice To Haves

• Patient access (scheduling, registration and financial clearance), insurance verification, billing or certified medical assistant experience preferred.

Responsibilities

• Greets patients arriving for their appointments.
• Monitors patient flow to ensure patients are cared for in the most efficient and courteous manner.
• Ensures all patient demographic and insurance information is complete and accurate.
• Completes the registration process on walk-in patients, verifies and / or updates patient demographic and insurance information if changes or additions have occurred.
• Obtains, calculates and collects the patient’s out of pocket financial liability.
• Requests and collects past due and present balances or estimates due.
• Follows the Financial Clearance policy for non-urgent patient services if financial clearance has not been completed or authorization has not been obtained, when appropriate.
• Identifies patients in need of financial assistance and refers patients to Financial Counselor.
• Performs visit closure, including but not limited to checking out patients, scheduling follow-up appointment(s), collecting additional patient responsibility (when applicable) and providing patient with appropriate documents.
• Maintains knowledge of and reference materials of the following: Medicare, Medicaid and third-party payer requirements, guidelines and policies, insurance plans requiring pre-authorization/referral and a list of current accepted insurance plans.
• Proactively communicates issues involving customer service and process improvement opportunities to management.
• Meets productivity requirements to ensure excellent service is provided to customers.
• Meets or exceeds performance expectations of 98% accuracy rate and established department productivity measurements.
• Maintains excellent public relations with patients, families, and clinical staff as well as demonstrates a willingness and ability to work collaboratively with others for concise and timely flow of information.

Benefits

• 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

What This Job Offers

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