Patient Services Representative - Northbrook (34 hours/week)

Shirley Ryan AbilityLab•Northbrook, IL

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 Shirley Ryan AbilityLab’s Vision, Mission, Core Values, and Core Attributes, including communication, accountability, flexibility, judgment, problem solving, and customer service. The representative performs daily clinic and Front Desk operations, including managing calls and voicemail, scheduling appointments, registering patients, monitoring outpatient schedules, resolving patient and family issues, processing payments, handling documents, and completing related administrative duties. The role reports directly to the Business Support Manager.

Requirements

High school diploma or equivalent.
Minimum three years of experience in a customer service role or general office environment with gradually increasing responsibility 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 interacting with internal and external customers.
Effective written and verbal communication, including consistent email communication and timely, comprehensive, and accurate information sharing.
Ability to solve problems diplomatically and efficiently.
Strong organizational skills, attention to detail, follow-through, and active listening.
Intermediate proficiency with Outlook, Word, and Excel; basic proficiency with PowerPoint.
Ability to use moderately complex PC software and office equipment.

Nice To Haves

College or post-high-school technical training desired.
Minimum three years of progressively responsible customer service or general office experience preferred.

Responsibilities

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