Patient Service Representative

Shirley Ryan AbilityLab • Chicago, IL

5d • $17 - $27

About The Position

The Patient Services Representative greets and responds to the needs of incoming patients and families and facilitates patient flow through check-in, check-out, appointment scheduling, and other front desk operations. The role collects patient demographic and insurance information and supports clinic operations while demonstrating the organization’s mission, vision, and core values, including compassion, collaboration, discovery, and commitment to excellence.

The representative performs daily clinic and front desk operations, including handling calls and voicemail, scheduling appointments, registering patients, verifying insurance, addressing patient and family concerns, processing payments, maintaining records, and supporting accurate outpatient scheduling. The position reports directly to the Business Support Manager and works in a normal office environment with little or no exposure to dust or extreme temperatures.

Requirements

• High school diploma or equivalent.
• At least 3 years of experience in a customer service role or general office environment with gradually increasing responsibility is preferred.
• Understanding of healthcare operations and the role of the position in providing access to care.
• Understanding of basic health insurance guidelines, including HMOs.
• Exceptional customer service, communication, and interpersonal skills for daily interaction with internal and external customers.
• Effective email communication and follow-up, including relaying information in a timely, comprehensive, and accurate manner.
• Ability to solve problems diplomatically and efficiently.
• Strong organizational skills, attention to detail, follow-through, and active listening.
• Intermediate proficiency in Outlook, Word, and Excel; basic proficiency in PowerPoint.
• Ability to use moderately complex PC software and office equipment.

Nice To Haves

• College education or post-high-school technical training.
• At least 3 years of customer service or general office experience with gradually increasing responsibility.

Responsibilities

• Perform daily clinic and front desk operations, including answering inbound calls, making outbound calls, and monitoring voicemail.
• Schedule initial, continuing, and follow-up appointments; register patients and monitor the outpatient schedule to support maximum capacity.
• Facilitate patient check-in by verifying insurance information, collecting demographic data, and checking registration forms for completeness and accuracy.
• Identify and resolve patient and family issues, following through to ensure resolution.
• Post patient payments, issue receipts, and complete cash reports for daily and monthly accounting.
• Allocate patients to available time slots according to clinician templates and protocols.
• Scan and fax patient documents.
• Perform other duties as assigned in the best interest of Shirley Ryan AbilityLab.

Benefits

• The employer offers a comprehensive benefits program described as competitive with industry peers in its geographic locations; benefits and eligibility may vary by position.

What This Job Offers

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