Patient Service Representative (Olympia Fields)

Advocate Health and Hospitals Corporation•Olympia Fields, IL

1d•Onsite

About The Position

Patient Services Representatives provide efficient, high-quality service to patients who arrive for appointments or who telephone or visit in person to request appointments or information on tests and procedures, bills and charges, referrals, and other matters. This role involves greeting and accurately registering patients in the EMR system, verifying essential billing and demographic information, and coordinating the scheduling of patient appointments (both phone and in-person). The representative is responsible for answering multiple incoming telephone lines, accurately determining the appropriate recipient of calls or messages, and distributing communications such as pagers, faxes, and emails based on practice protocol. They resolve a variety of patient questions, including those related to HMO referrals, billing, services, and test results, referring complex issues to a practice manager or clinical staff as appropriate. The position also entails scheduling future appointments, laboratory tests, radiology procedures, and other special diagnostic tests, and may involve coordinating with hospital admission sections. The representative notifies patient care areas upon patient arrival, attends to waiting patients, and ensures timely service or notification of delays. Key billing services include ensuring accurate entry of patient and payer billing information at the time of service, following up on missing information, reviewing encounter forms for accuracy, entering patient charges into the EMR system, and batching/balancing charges. Medical record services involve upholding standards for accurate and timely medical records, releasing information according to corporate policies, ensuring the availability of prepared patient medical records and daily schedules, maintaining medical records through filing, pulling and preparing charts for appointments, and maintaining confidentiality of all patient information.

Requirements

High school diploma or equivalent.
One to two years related customer service experience.
Experience handling difficult caller/customers/patients.
CRT/PC experience in a customer service setting.
Strong communication skills.
Ability to solve problems posed by callers seeking referrals, appointments, billing issues and clinical information.

Nice To Haves

Working knowledge of eClinicalWorks and scheduling sections of the eClinicalWorks system.

Responsibilities

Provide efficient, high-quality service to patients who arrive for appointments or who telephone or visit in person to request appointments or information on tests and procedures, bills and charges, referrals, and other matters.
Greet and accurately register patients in EMR system verifying essential billing and demographic information.
Coordinate scheduling of patient appointments (phone and in-person requests) accurately and efficiently.
Answer multiple incoming telephone lines, accurately determining the appropriate recipient of the call or message and referring them promptly and appropriately.
Distribute communications accurately, based on practice protocol. Includes pagers, faxes, emails.
Resolve a variety of patient questions, including HMO referrals, billing and queries about services and test results; refers complex issues to practice manager or a clinical staff member, as appropriate.
Schedule future appointments and requisitions, laboratory tests, radiology procedures and other special diagnostic tests as needed.
May coordinate with appropriate sections of hospital admission and/or outpatient admissions and surgery.
Notify patient care area when patient has arrived and is ready to be seen.
Attend to waiting patients in reception and ensures that they are seen in a timely manner or are promptly notified of unexpected delays.
Accurately identify type of insurance from card, understand different types of payers, and verify eligibility if necessary.
Perform other related duties as required.
Ensure entry at time of service of billing information on the patient and payer and accurate follow-up on missing information.
Review encounter forms for accuracy and completeness, check with physician for missing information.
Enter patient charges into the EMR system according to established policies and procedures.
Batch encounter forms and balance charges.
Uphold standards of the practice and of the medical group for accurate and timely medical records.
Release information from records, only according to corporate policies and procedures.
Ensure the availability of properly prepared patient medical records, daily schedules and related forms.
Maintain medical record including loose filing and re-filing of charts daily.
Pull and prepare charts for appointments.
Maintain confidentiality around all patient information, both in front of each patient being treated and around other patients in the area.

Benefits

Comprehensive suite of Total Rewards: benefits and well-being programs, competitive compensation, generous retirement offerings, programs that invest in your career development and so much more.
Compensation Base compensation listed within the listed pay range based on factors such as qualifications, skills, relevant experience, and/or training.
Premium pay such as shift, on call, and more based on a teammate's job.
Incentive pay for select positions.
Opportunity for annual increases based on performance.
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.