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Patient Service Representative

2 months ago

Plainfield, Illinois, United States Advocate Health Full time
Job Summary

We are seeking a highly organized and detail-oriented Patient Service Representative to join our team at Advocate Health. As a Patient Service Representative, you will be the first point of contact for patients and families, providing exceptional customer service and ensuring a positive experience.

Key Responsibilities
  • Patient Services:
    • Greets and accurately registers patients in the electronic medical record (EMR) system, verifying essential billing and demographic information.
    • Coordinates scheduling of patient appointments, accurately and efficiently.
    • Answers multiple incoming phone lines, accurately determining the appropriate recipient of the call or message and referring them promptly and appropriately.
    • Distributes communications accurately, based on practice protocol, including pagers, faxes, and emails.
    • Resolves a variety of patient questions, including HMO referrals, billing, and queries about services and test results; refers complex issues to the practice manager or a clinical staff member, as appropriate.
    • Schedules future appointments and requisitions, laboratory tests, radiology procedures, and other special diagnostic tests as needed.
    • Notifies patient care area when a patient has arrived and is ready to be seen. Attends to waiting patients in reception and ensures that they are seen in a timely manner or are promptly notified of unexpected delays.
    • Accurately identifies the type of insurance from the card, understands different types of payers, and verifies eligibility if necessary.
  • Billing Services:
    • Ensures entry at the time of service of billing information on the patient and payer and accurate follow-up on missing information.
    • Reviews encounter forms for accuracy and completeness, checks with the physician for missing information.
    • Enters patient charges into the EMR system according to established policies and procedures.
    • Batches encounter forms and balances charges.
  • Medical Record Services:
    • Upholds standards of the practice and of the medical group for accurate and timely medical records.
    • Releases information from records, only according to corporate policies and procedures.
    • Ensures the availability of properly prepared patient medical records, daily schedules, and related forms. Maintains medical records, including loose filing and re-filing of charts daily. Pulls and prepares charts for appointments.
    • Maintains confidentiality around all patient information, both in front of each patient being treated and around other patients in the area.
Requirements
  • High school diploma or equivalent.
  • One to two years related customer service experience.
  • Experience handling difficult caller/customers/patients.
Preferred Qualifications
  • CRT/PC experience in a customer service setting.
  • Working knowledge of eClinicalWorks and scheduling sections of the eClinicalWorks system.
  • Strong communication skills.
  • Ability to solve problems posed by callers seeking referrals, appointments, billing issues, and clinical information.
Working Conditions
  • Ability to function in a high-volume, multiple-task environment, possibly in a crowded or closely shared workspace.
  • Exposure to ill patients.
  • Ability to work under stressful conditions with demanding customers.
  • Ability to lift up to 35 pounds without assistance.