Patient Service Representative I - 3rd shift

Responsibilities

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 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 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

Requirements

High School Graduate; 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 handle large workloads with many interruptions in a fast-paced environment without direct supervision; Strong attention to detail and accuracy; Excellent customer service skills and service recovery skills; 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; ability to communicate with a variety of patients, visitors, staff and physicians in a pleasant professional demeanor; Educate patients on insurance coverage and manage 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 and follow security related to cash handling; Strong computer skills and demonstrated technical proficiency including 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 used in patient scheduling and registration; HIPAA-compliant and knowledgeable of applicable state and federal rules/regulations; ability to handle sensitive and confidential information; General understanding of health insurance: Medicare, Medicaid, managed care, and commercial payers; knowledge and ability to articulate Medicare/HIPAA/EMTALA rules and regulations; Excellent organizational skills; Demonstrated ability to effectively act as a resource to other staff; Must be able to stand and sit for extended periods, transition from sitting to standing frequently, and be physically mobile throughout the workday; frequently lift up to 10 lbs and occasionally 20 lbs or more; push/pull up to 50 lbs with assistance; use hands with fine motor skills for keyboard data entry

Nice to have

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

Benefits

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; 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