Patient Services Representative

Howard Brown Health•Chicago, IL

14d

About The Position

Howard Brown Health is hiring a Patient Services Representative to provide reception and administrative services for clients, patients, and visitors under the direction of the Practice Manager. The role helps maintain an efficient appointment and visit flow and ensures patient and visitor needs are addressed throughout their visit. Duties vary by level: Representative I performs entry-level duties, Representative II performs entry-level to moderately complex duties, and Representative III performs moderately to highly complex duties. The position involves greeting and assisting visitors, managing patient registration and appointment workflows, documenting information in the electronic medical records system, collecting payments, verifying insurance, and coordinating access to support services. The representative also supports safety, quality assurance, billing processes, and infection-control requirements, and works as part of the Medical Services team. Pay rates are $20.00 per hour for Patient Services Representative I, $21.24 per hour for Patient Services Representative II, and $23.24 per hour for Patient Services Representative III.

Requirements

High school diploma, GED, or equivalent.
Representative I: 0–2 years of experience in a customer service-related role.
Representative II: 2–4 years of experience in a customer service-related role.
Representative III: 4–6 years of experience in a customer service-related role.
For Representative II and III, a bachelor’s degree or higher in a medical, healthcare, or related field may substitute for required experience on a year-for-year basis.
Experience with Microsoft Office and/or data entry.
Ability to safeguard the confidentiality of medical charts and records and comply with laws pertaining to medical records and protected health information.
Knowledge of and ability to comply with HIPAA and other privacy and security regulations.
Excellent oral and written communication skills.
Ability to adhere to Howard Brown Health core values and customer service expectations.
Ability to travel between centers.
Ability to speak audibly and listen actively.
Ability to use computers, telephones, and other office equipment.
Ability to sit for extended periods.
May require occasional bending and lifting up to 25 pounds.
May require periodic travel.

Nice To Haves

Basic knowledge of health insurance terms and concepts.
Experience with electronic medical records and/or medical data entry.
Knowledge and experience working with clients living with HIV and with diverse communities.
Experience in linkage to care or case management.

Responsibilities

Greet and guide Howard Brown Health visitors professionally and build customer loyalty.
Notify staff about visitors, take messages, and provide basic referral information within the scope of knowledge and training.
Screen patients and visitors for COVID-19, Monkeypox (MPV), and other emerging infectious diseases by taking temperatures and asking screening questions.
Enter demographic, billing, and insurance information into the electronic medical records system.
Conduct financial assessments for patients applying for the Sliding Fee program in accordance with policy and procedures.
Verify insurance benefits for new patients and for current patients annually or when their insurance coverage changes.
Collect payments on patient account balances, co-payments, and applicable fees at the time of visits.
Schedule patient and client care appointments, including follow-up appointments.
Ensure patients and visitors follow applicable PPE regulations and guidelines during their visit.
Answer questions from clients, patients, and visitors or refer them to the appropriate parties.
Check patients in and out using the electronic medical records system.
Distribute and receive registration packets.
Identify uninsured patients, facilitate access to support services with other departments, and troubleshoot insurance-related issues.
Review, scan, and upload identification and insurance cards for visits.
Ensure patients comply with agreed payment plans.
Develop familiarity with Howard Brown Health programs and funding sources, and communicate and enforce eligibility requirements.
Participate in agency-wide quality assurance and improvement as needed.
Maintain efficient appointment flow and move patients through each step using the electronic medical records system.
Maintain balanced cash banks for cash payments.
Monitor claims error work queues for missing or erroneous patient registration data to improve claims submission and collections.
Follow department and billing policies, procedures, objectives, quality assurance, safety, environmental, and infection-control requirements, and suggest process improvements.
Participate as a team member with Medical Services staff and attend meetings and continuing education in-services.
Participate in the emergency preparedness plan as directed by policies and procedures.
Perform related duties as assigned.

Benefits

Employer-sponsored health insurance with BCBS HMO, PPO, and PPO Select plans.
Employer-sponsored dental insurance through BCBS.
Employer-sponsored vision insurance through BCBS.
Three weeks of paid vacation and one week of personal time.
12 accrued sick days per year.
10 paid holidays, including Juneteenth.
PTO Exchange, allowing employees to turn unused PTO into liquid assets.
401(k) program with up to 5% employer match after 90 days.
Employer-paid basic life insurance valued at one times annual salary.
Voluntary life and AD&D insurance.
Short-term and long-term disability coverage.
Pre-tax commuter and parking benefit account.
Flexible Spending Accounts for healthcare and dependent care.
Tuition reimbursement and student loan forgiveness programs, including NHSC and PSLF.
Employee Assistance Program with five employer-paid counseling sessions.
50% off at Brown Elephant Resale Shops and discounts at local businesses.
Continuous learning opportunities and professional development.
Comprehensive benefits package.