Patient Service Representative I Hospital

• Creates the initial electronic health record that serves as the foundation of the patient medical record
• Prevents creation of duplicate medical records
• Follows and ensures compliance with the mandate of the organization’s accrediting bodies to use identifiers to positively identify a patient prior to the delivery of patient care
• Checks in and registers patients
• obtains and verifies complete demographic, guarantor, and insurance information
• discusses and collects co-pays and other out-of-pocket patient responsibilities
• Maintains complete confidentiality regarding patient personal/financial information and medical records in accordance with HIPAA
• Knows insurance basics and recognizes commercial and government plans
• Understands which plans Advocate Health contracts with and when a statement of financial responsibility is needed
• Understands and discusses financial information and obligations with patients
• Knows how and when to refer patients to Financial Advocates
• Has knowledge of which rules, forms and questions must be enforced to make sure Advocate Health remains compliant with government agencies and regulations
• Obtains patient or guarantor signatures as required
• May schedule patient appointments: may also coordinate cancellations, reschedules, wait list requests, and recall requests
• Provides accurate, detailed information regarding test preparations, patient arrival time, medication/food/beverage consumption guidelines, check-in procedures, directions to facility, etc
• Creates a welcoming and professional environment for our patients and visitors by demonstrating extraordinary customer service
• Greets patients and visitors and responds to routine requests for information
• Answers telephone, screens calls, and takes messages
• Offers various assistance to patients to include arranging transportation needs, providing directions, locating a wheelchair, coordinating interpreter services, etc
• Monitors and works assigned electronic health record work queues, following the department’s approved process

• High School Graduate
• Ability to work in a high profile and high stress area, working independently to set and meet deadlines, multitask and prioritize work
• Strong attention to detail and accuracy
• Excellent customer service skills in a variety of situations
• Demonstrated independent thinking and problem-solving skills, ability to exercise judgment to triage issues and concerns
• Excellent communication (written & verbal), customer service and interpersonal skills
• Educate patients on the insurance coverage aspect of their care
• Interact with physicians and their staff to resolve issues related to patient care
• Collect and manage payments including cash payments and follow security related to cash handling
• Strong understanding and comfort level with computer systems
• Understanding of basic medical and insurance terms and abbreviations
• HIPAA-compliant and knowledgeable of applicable state and federal rules/regulations
• General understanding of health insurance: Medicare, Medicaid, managed care, and commercial payers
• Excellent organizational skills
• Demonstrated ability to effectively act as a resource to other staff
• Must be able to transition from sitting to standing frequently
• Must be able to stand and sit for extended periods of time and be physically mobile throughout the workday
• Frequently lifts to 10 lbs. and occasionally lifts 20 lbs. or more
• Must be able to push/pull up to 50 lbs. with assistance
• Sensory requirements include vision, hearing and touch
• Must also be able to speak clearly
• Must be able to use hands with fine motor skills for keyboard data entry
• May be asked to work a flexible schedule at times to meet the needs of the department

Experience with insurance verification/eligibility tools, EPIC electronic medical record, patient liability estimation tools, electronic email, Microsoft Office, Internet and phone technology

• 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