Patient Service Representative

Advocate Health•Lake Geneva, WI

5d•$20 - $30•Onsite

About The Position

The Patient Service Representative creates and maintains accurate electronic health records, registers patients, verifies demographic, guarantor, and insurance information, and handles patient payments and financial discussions. The role follows patient-identification, privacy, and regulatory requirements and obtains required patient or guarantor signatures. Depending on department needs, the representative may schedule and coordinate appointments, provide preparation and arrival instructions, close visits, schedule follow-ups, share after-visit summaries, and help patients use the patient portal or app. The role also provides front-end customer service, manages calls and messages, supports patient needs such as transportation or interpreter services, works electronic health record queues, and may assist with orientation and training. This is a 40-hour-per-week float position within the Lake Geneva Clinic across multiple suites. The schedule is Monday through Friday, with some opening shifts beginning as early as 6:45 a.m. and closing shifts ending at 8 p.m., plus weekend and holiday rotation. The position works in an office environment with significant patient and public contact and may involve exposure to ill or contagious patients, travel, and weather or road conditions.

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 and manage deadlines, interruptions, multitasking, and priorities 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, verbal, communication, customer-service, and interpersonal skills, with a pleasant and professional demeanor.
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-related issues.
Strong computer-system skills, proficient typing, and technical proficiency with email, Microsoft Office, internet browsers, and phone technology.
Ability to handle sensitive and confidential information according to internal policies.
Excellent organizational skills.
Ability to operate equipment necessary to perform the job.
Ability to transition frequently between sitting and standing, remain seated or standing for extended periods, and be physically mobile throughout the workday.
Ability to frequently lift up to 10 pounds and occasionally lift 20 pounds or more, including when moving equipment and supplies or transporting patients or charts.
Ability 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 as required, with exposure to weather and road conditions.

Responsibilities

Create an accurate initial electronic health record and help prevent duplicate records.
Positively identify patients before care and follow organizational patient-safety requirements.
Check in and register patients; obtain and verify demographic, guarantor, and insurance information.
Discuss and collect co-pays and other out-of-pocket patient responsibilities, including cash when applicable, and follow cash-handling security procedures.
Maintain confidentiality of patient, financial, and medical-record information in accordance with HIPAA and internal policies.
Recognize commercial and government insurance plans, explain financial obligations, and refer patients to Financial Advocates when appropriate.
Enforce applicable rules, forms, and questions required for compliance with government agencies and regulations, and obtain required patient or guarantor signatures.
May schedule in-person, virtual, or procedural appointments and coordinate cancellations, rescheduling, wait-list requests, and recall requests.
May provide test-preparation, arrival-time, medication, food and beverage, check-in, and facility-direction information.
May close visits, schedule follow-up appointments, provide after-visit summaries, and support patient use of the patient portal or app.
Create a welcoming, professional environment; greet patients and visitors and respond to routine information requests.
Answer and screen telephone calls and take messages; maintain effective communication with patients, families, clinical staff, physicians, and their staff.
Proactively communicate customer-service concerns and process-improvement opportunities to management.
Assist patients with needs such as transportation, directions, wheelchairs, and interpreter services.
May scan documents for Health Information Management, handle incoming and outgoing faxes and electronic health record in-basket messages, and follow clinical-team direction for emergent needs.
Monitor and work assigned electronic health record work queues according to approved departmental processes.
May assist department leadership with orientation and training.
Work independently to manage deadlines, multitask, prioritize, and handle high-volume work with interruptions; may cross-train across specialties and provide staffing support as needed.
Exercise judgment to triage issues and concerns, resolve problems, and act as a resource to teammates.