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Patient Service Representative Lead

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Advocate Health Care

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Location:
United States , Lake Geneva

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

21.85 - 32.80 USD / Hour
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Job Description:

Leads the patient service area, ensuring standards are met, managing staff, and handling patient registration, scheduling, and financial interactions in a healthcare setting.

Job Responsibility:

  • Oversees the daily activities of the patient service area to ensure department standards are met
  • Educates staff of any changes pertinent to their roles
  • Orders supplies according to budget guidelines and department needs
  • Identifies staffing needs and communicates those needs to leadership
  • Ensures all personnel department policies and procedures are followed
  • Acts as a resource to patient services staff, which includes training/orienting, providing day-to-day work direction, and giving input on performance
  • Assigns, monitors and reviews progress and accuracy of work, directs efforts and provides guidance on more complex issues/concerns
  • May generate daily staff work schedules to provide maximum efficiency and patient throughput (i.e. daily work assignments
  • break and lunch schedules
  • training and team meeting schedules)
  • Shifts staffing to accommodate peak patient volume hours
  • Assists with human resource responsibilities, which may include interviewing and selection of new employees, staff development, resolution of employee concerns, and employee engagement
  • Assists in interpreting department policies and procedures and advises and updates staff on procedural changes
  • May support payroll and time-keeping activities
  • Creates the initial electronic health record that serves as the foundation of the patient medical record that is utilized by all members of the healthcare team
  • Prevents creation of duplicate medical records that can cause treatment safety issues and billing problems
  • 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 to ensure patient safety
  • 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 the Health Insurance Portability and Accountability Act (HIPAA)
  • Knows insurance basics and recognizes commercial and government plans
  • Understands which plans AAH 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 AAH 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
  • May perform visit closure, including checking out patients after their visit, scheduling follow-up appointment(s), and providing patients with the after-visit summary
  • Maintains excellent public relations with patients, families, and clinical staff as well as demonstrates a willingness and ability to work collaboratively with others for concise and timely flow of information
  • Proactively communicates issues involving customer service and process improvement opportunities to management
  • 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
  • Assists in directing and coordinating the daily operations of the Patient Access Services function
  • Aids staff as necessary to ensure compliance with department policies and procedures
  • Assists leadership with staffing oversight, key performance and reporting analysis, QA process and other duties as assigned

Requirements:

  • Two years of experience in either Patient Access or any of the following related experience
  • general physician office support or billing office, insurance office, customer service/hospitality, or call center (any industry)
  • High school diploma or GED
  • Demonstrates the Advocate Health purpose, values and behaviors
  • Demonstrated ability to effectively act as a resource to other teammates
  • Ability to effectively communicate policies and procedures and provide coaching to teammates
  • Demonstrated leadership skills such as delegation, team building, managing multiple priorities, problem solving, and decision making
  • Analytical skills including the ability to facilitate data collection to be used for current operations and future planning
  • Demonstrated ability to lead a team by motivating and facilitating teammate professional growth and development
  • Ability to work in a high profile and high stress area, working independently to set and meet deadlines, multitask and prioritize work
  • Must be able to handle large workloads with many interruptions in a fast-paced environment without direct supervision
  • Strong attention to detail and accuracy
  • Excellent customer service skills in a variety of situations
  • Must have excellent service recovery skills
  • Excellent communication (written & verbal), customer service and interpersonal skills, ability to effectively communicate with a variety of patients, visitors, staff and physicians in a pleasant professional demeanor
  • Ability to collaborate with physicians and clinical team members to ensure all patient needs are met
  • Educate patients on the insurance coverage aspect of their care including managing the discussion for services that will not or may not be paid by their health plan
  • Interact with physicians and their staff to resolve issues related to the patient care
  • Collect and manage payments including cash payments and follow security related to cash handling
  • Strong understanding and comfort level with computer systems
  • Demonstrated technical proficiency including experience with insurance verification/eligibility tools, EPIC electronic medical record, patient liability estimation tools, electronic email, Microsoft Office, internet browser and phone technology
  • Understanding of basic medical and insurance terms and abbreviations typically used in a patient scheduling and registration process
  • HIPAA-compliant and knowledgeable of applicable state and federal rules/regulations
  • Ability to handle sensitive and confidential information according to internal policies
  • General understanding of health insurance: Medicare, Medicaid, managed care, and commercial payers
  • Knowledge and ability to articulate explanations of Medicare/HIPAA/EMTALA rules and regulations and comply with updates on insurance pre-certification requirements
  • Excellent organizational skills

Nice to have:

  • May assist with additional duties, including but not limited to orientation and training for patient services teammates
  • patient communications, including patient dismissals
  • participating in committees or quality improvement projects
  • supporting clinicians’ quality metrics
  • and editing of clinicians’ schedules
What we offer:
  • 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

Additional Information:

Job Posted:
February 20, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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