Patient Service Representative (PSR) - Operations (Chicago)

Patient Service Representative (PSR) - Operations (Chicago). Location: Chicago, IL - 9831 S Western Ave. Department: 09121 AMG Beverly - Building Operations. Status: Full time. Benefits Eligible: Yes. Hours Per Week: 40. Schedule: Monday-Friday (1 day off during the week); Every Saturday 7:30-12n. Pay Range: $19.80 - $29.70. Bilingual Spanish preferred.

Responsibilities

Creates the initial electronic health record that serves as the foundation of the patient medical record; Prevents creation of duplicate medical records that can cause treatment safety issues and billing problems; Follows and ensures compliance with accrediting body requirements to use identifiers to positively identify patients prior to 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 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 remain compliant with government agencies and regulations; May schedule patient appointments, including virtual and procedural; may coordinate cancellations, reschedules, wait list requests, and recall requests; May provide accurate, detailed information regarding test preparations, patient arrival time, medication/food/beverage consumption guidelines, check-in procedures, directions to facility; May perform visit closure, including checking out patients after their visit, scheduling follow-up appointments, and providing after-visit summary; may educate and support patients with the patient portal/app; Creates a welcoming and professional environment for patients and visitors; greets patients and visitors and responds to routine requests for information; Answers telephone, screens calls, and takes messages; Maintains excellent public relations with patients, families, and clinical staff; proactively communicates customer service and process improvement opportunities to management; Offers various assistance to patients including arranging transportation, providing directions, locating a wheelchair, coordinating interpreter services; May be responsible for e-scanning documents to HIM, addressing incoming/outgoing fax, addressing in basket messages, and following direction from clinical team; Monitors and works assigned electronic health record work queues; May assist department leadership with orientation and training.

Requirements

High School Diploma or GED; Monday-Friday (1 day off during the week); Every Saturday 7:30-12n; Demonstrate the Advocate Health purpose, values and behaviors; Ability to work in a high profile and high stress area, working independently to set and meet deadlines, multitask and prioritize work; Ability to manage high-volume 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; Excellent service recovery skills; Demonstrated independent thinking and problem-solving 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; Educate patients on the insurance coverage aspect of their care including managing discussions 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 patient care; Collect and manage payments including cash payments, if applicable, and follow security related to cash handling; Strong understanding and comfort level with computer systems and proficient typing skills; Demonstrated technical proficiency including experience with electronic email, Microsoft Office, internet browser and phone technology; Ability to handle sensitive and confidential information according to internal policies; Excellent organizational skills; Demonstrated ability to effectively act as a resource to other teammates.

Nice to have

Bilingual Spanish preferred

Benefits

Base compensation listed within the listed pay range based on qualifications, skills, relevant experience, and/or training; Premium pay such as shift, on call, and more; Incentive pay for select positions; Opportunity for annual increases based on performance; 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