Patient Service Representative Lead Job at Advocate Health Care (Lake Geneva)

Patient Service Representative Lead

Advocate Health Care

Location:
United States , Lake Geneva

Category:
Customer Service

Contract Type:
Not provided

Salary:

21.85 - 32.80 USD / Hour

Save Job

Apply Position

Job Description:

Leads the patient service area, ensuring department standards, staff education, and efficient operations. Responsible for patient registration, record creation, insurance verification, compliance, and providing exceptional customer service in a clinical 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
Premium pay such as shift, on call, and more based on a teammate's job
Incentive pay for select positions
Opportunity for annual increases based on performance

Additional Information:

Job Posted:
February 07, 2026

Employment Type:

Fulltime

Work Type:

On-site work

Advocate Health Care - All Job Offers

Job Link Share:

Patient Service Representative Lead

Advocate Health Care

Location:
United States , Lake Geneva

Category:
Customer Service

Contract Type:
Not provided

Salary:

Job Description:

Job Responsibility:

Requirements:

Nice to have:

Additional Information:

Job Posted:
February 07, 2026

Looking for more opportunities? Search for other job offers that match your skills and interests.

Similar Jobs for Patient Service Representative Lead

Customer Service Representative

Customer Care Account Representative

Call Center Representative

Call Center Representative

Patient Service Representative Lead

Patient Service Representative Lead

Supervisor Patient Access Services - Specialty Nursing

Sales Support & Admin Specialist

Patient Service Representative Lead

Advocate Health Care

Location:United States , Lake Geneva

Category:Customer Service

Contract Type:Not provided

Salary:

Job Description:

Job Responsibility:

Requirements:

Nice to have:

Additional Information:

Job Posted:February 07, 2026

Looking for more opportunities? Search for other job offers that match your skills and interests.

Similar Jobs for Patient Service Representative Lead

Customer Service Representative

Customer Care Account Representative

Call Center Representative

Call Center Representative

Patient Service Representative Lead

Patient Service Representative Lead

Supervisor Patient Access Services - Specialty Nursing

Sales Support & Admin Specialist

Location:
United States , Lake Geneva

Category:
Customer Service

Contract Type:
Not provided

Job Posted:
February 07, 2026