Patient Svc Rep I Med Ctr

Advocate Health • Milwaukee, WI

1d • $21 - $31

About The Position

The Patient Svc Rep I creates and maintains the initial electronic health record and supports patient registration and arrival processes. The role verifies patient identity and demographic, guarantor, and insurance information; discusses and collects patient financial responsibilities; maintains confidentiality; and follows applicable organizational, accrediting, state, and federal requirements. The representative may schedule appointments and manage related changes, explain test preparation and arrival instructions, and work assigned electronic health record queues.

The position provides a welcoming, professional experience for patients and visitors by answering questions and calls, responding to routine requests, and coordinating assistance such as transportation, directions, wheelchairs, and interpreter services. It requires effective communication with patients, visitors, physicians, and staff, along with accurate payment handling and sound judgment in a fast-paced, high-stress environment.

The work is part-time, 8 hours per week, with a schedule of 1500–2330 and an every-other-weekend and holiday rotation. The work environment is a normal office setting with significant patient and public contact, with possible exposure to ill or contagious patients. The role may require travel and physical mobility, including frequent transitions between sitting and standing, lifting and moving items, and escorting patients.

Requirements

• High school graduate.
• No prior experience required.
• Demonstrate Advocate Health’s purpose, values, and behaviors.
• Ability to work independently, set and meet deadlines, multitask, and prioritize in a fast-paced, high-stress environment with frequent interruptions and large workloads.
• 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 and verbal communication and interpersonal skills, including the ability to communicate professionally with patients, visitors, staff, and physicians.
• Ability to educate patients about insurance coverage and discuss services that may not be covered by their health plan.
• Ability to collect and manage payments, including cash, and follow cash-handling security procedures.
• Strong computer skills and technical proficiency with relevant workplace systems and tools.
• Understanding of basic medical and insurance terminology and abbreviations used in scheduling and registration.
• HIPAA knowledge and ability to handle sensitive information under internal policies and applicable state and federal regulations.
• General understanding of Medicare, Medicaid, managed care, and commercial health insurance; ability to explain Medicare, HIPAA, and EMTALA requirements and comply with insurance pre-certification updates.
• Excellent organizational skills and demonstrated ability to act as a resource to other staff.
• Ability to transition frequently between sitting and standing, remain mobile throughout the workday, and stand and sit for extended periods.
• Ability to frequently lift up to 10 pounds, occasionally lift 20 pounds or more, and push or pull up to 50 pounds with assistance.
• Ability to use hands for fine-motor keyboard data entry and meet the role’s vision, hearing, touch, and clear-speech requirements.

Nice To Haves

• Experience with insurance verification or eligibility tools, EPIC electronic medical records, patient liability estimation tools, electronic email, Microsoft Office, internet browsers, and phone technology.

Responsibilities

• Create the initial electronic health record and help prevent duplicate medical records.
• Verify patient identity before care is delivered, following organizational patient-safety requirements.
• Check in and register patients; obtain and verify demographic, guarantor, and insurance information.
• Discuss and collect co-pays and other patient financial responsibilities.
• Maintain confidentiality of patient, financial, and medical information in accordance with HIPAA.
• Explain insurance coverage and financial obligations, identify when a statement of financial responsibility is needed, and refer patients to Financial Advocates when appropriate.
• Follow applicable rules, forms, questions, and procedures required for compliance with government agencies and regulations; obtain patient or guarantor signatures as required.
• Schedule appointments as needed and coordinate cancellations, rescheduling, wait-list requests, and recall requests.
• Provide accurate instructions about test preparation, arrival times, medication and food or beverage guidelines, check-in procedures, and directions.
• Greet patients and visitors and provide professional customer service and routine information.
• Answer and screen telephone calls and take messages.
• Coordinate assistance for patients, including transportation, directions, wheelchairs, and interpreter services.
• Monitor and work assigned electronic health record queues according to approved departmental processes.
• Resolve issues with physicians and their staff related to patient care.
• Collect and manage payments, including cash, while following cash-handling security procedures.
• Respond quickly to patient medical status changes and emergencies in clerical areas.
• Escort patients to nursing units or outpatient departments as necessary.

Benefits

• Paid Time Off programs.
• Medical, dental, vision, life, and short- and long-term disability benefits.
• Flexible Spending Accounts for eligible health care and dependent care expenses.
• Adoption assistance and paid parental leave.
• Defined contribution retirement plans with employer match and other financial wellness programs.
• Educational Assistance Program.
• Competitive compensation, premium pay for select circumstances, incentive pay for select positions, and potential annual performance-based increases.
• Career development programs and well-being programs.

What This Job Offers

• Job Type: Part-time
• Career Level: Entry Level
• Education Level: High school or GED