Patient Services Representative-CMPG Intensivists Atrium
About The Position
Patient Services Representatives reflect Carle Health’s values and play a vital role in the experience of patients, families, and visitors. As a central point of contact, they create meaningful first and lasting impressions and serve as a liaison between patients, families, visitors, and the healthcare team. They address questions, provide non-medical information, and help people navigate their healthcare experience. The role provides customer service and administrative support in a clinic setting. Responsibilities include greeting and assisting visitors; handling calls and digital communications; coordinating appointments; collecting and verifying demographic and insurance information; supporting charge capture and billing accuracy; collecting payments; and helping maintain a clean, welcoming, compliant clinic environment. The representative also supports effective office operations, follows applicable policies and regulations, and contributes to positive team and patient experiences.
Requirements
- Associate’s degree in a related field, or experience in lieu of education.
- Maintain regular and consistent attendance.
- Comply with applicable CLIA, OSHA, safety, risk management, personnel, corporate compliance, and HIPAA policies and procedures.
Responsibilities
- Welcome patients, families, and visitors; listen empathetically and give them opportunities to ask questions.
- Communicate and collaborate with healthcare team members, relay patient or family concerns, and assist with resolving them.
- Answer, screen, and route telephone calls promptly and professionally according to urgency.
- Make, cancel, and reschedule patient appointments while maintaining the schedule according to office procedures.
- Support patient digital communications, including MyUnityPoint and text, by providing timely and accurate information in compliance with regulations and documented processes.
- Gather, verify, and enter patient demographic and insurance information into the patient accounting system for electronic health records and insurance claim processing.
- Assist with proactive charge capture and billing accuracy for providers and patients.
- Collect payments, issue receipts, and reconcile daily receivable activity for deposits.
- Open and/or close the clinic according to its specified guidelines.
- Coordinate with support services to help maintain a clean and welcoming environment.
- Use effective, caring communication and telephone etiquette; interact positively and supportively while showing sensitivity to cultural differences.
- Work independently and complete assigned functions on time.
- Stay informed about clinic, department, and organizational activities by attending meetings, reading emails, and checking the intranet.
- Maintain regular and consistent attendance.
- Comply with CLIA, OSHA, safety, risk management, personnel, corporate compliance, and HIPAA policies and procedures.
- Monitor environmental conditions to safeguard protected health information.
- Take initiative to improve quality and customer service and exceed customer expectations.
- Balance individual and team responsibilities, welcome feedback, and contribute to team goals.
- Perform other duties requested by the Clinic Administrator to support smooth and effective office operations.
Benefits
- Comprehensive benefits package for team members and providers
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
