Patient Service Representative
2 weeks ago
We are seeking a highly skilled and compassionate Patient Service Representative to join our team at Advocate Aurora Health. As a key member of our patient access team, you will play a vital role in ensuring seamless and efficient patient experiences.
Key Responsibilities:
• Greet patients and visitors, responding to routine requests for information and answering telephone calls with a high level of professionalism and courtesy.
• Register patients, obtain demographic and insurance information, verify insurance coverage, collect co-pays, deductibles, and previous balances, and post payments and updates demographic and insurance information as needed.
• Schedule patient appointments, coordinate cancellations, reschedules, and additions to schedules, and provide accurate and detailed information regarding test preparations, arrival times, and directional information as required.
• Coordinate the scheduling of more complex patient appointments, tests, and procedures, instructing patients on pre- and post-procedure protocols, including medication guidelines, food and beverage consumption guidelines, check-in procedures, and directions to facilities.
• Update insurance, financial responsibility, and other data when changes or additions occur, communicating with patients as necessary, and ensuring that all information obtained is complete and accurate, adhering to government and third-party payor requirements.
• Identify, report, and resolve problems regarding registration or authorizations to appropriate individuals and departments, and monitor patient flow to ensure efficient and courteous care.
• Offer various forms of assistance to patients, including arranging transportation, providing directions, locating wheelchairs, and performing visit closure, including checking out patients after visits, scheduling follow-up appointments, and providing patients with a visit summary.
Requirements:
• High school graduate or equivalent required.
• Typically requires 1 year of experience in providing customer service, including experiences in patient scheduling, registration, and department/medical clinic reception.
• Excellent customer service skills, demonstrated ability to effectively act as a resource to other staff, and excellent communication (written and verbal) and interpersonal skills, with the ability to effectively communicate with a variety of patients, staff, and physicians.
• Intermediate computer skills, including experience in using personal computers, Microsoft Office or similar applications, and electronic mail, as well as an understanding of basic medical terms and abbreviations typically used in the patient scheduling and registration process.
• Training or experience in keyboarding/data entry with an emphasis on speed and accuracy, excellent organizational skills, and the ability to read and understand verbal and written instructions, and to sort and file information alphabetically and numerically.
• Ability to work in a fast-paced environment with a strong attention to detail and accuracy, and to sit for extended periods of time, with occasional exposure to potentially ill patients.
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