Patient Service Representative

4 days ago

Des Plaines, Illinois, United States Advocate Health Full time
Job Summary

Advocate Health is seeking a highly skilled Patient Service Representative to join our team in the OBGYN department. As a Patient Service Representative, you will be responsible for providing exceptional patient care and administrative support to our patients and healthcare team.

Key Responsibilities
  • Patient Services:
    • Provide efficient and high-quality service to patients who arrive for appointments or who telephone or visit in person to request appointments or information on tests and procedures, bills and charges, referrals, and other matters.
    • Accurately register patients in the electronic medical record (EMR) system, verifying essential billing and demographic information.
    • Coordinate scheduling of patient appointments, accurately and efficiently.
    • Answer multiple incoming telephone lines, accurately determining the appropriate recipient of the call or message and referring them promptly and appropriately.
    • Distribute communications accurately, based on practice protocol, including pagers, faxes, and emails.
    • Resolve a variety of patient questions, including HMO referrals, billing, and queries about services and test results; refer complex issues to the practice manager or a clinical staff member, as appropriate.
    • Schedule future appointments and requisitions, laboratory tests, radiology procedures, and other special diagnostic tests as needed.
    • Notify patient care area when patient has arrived and is ready to be seen.
    • Attend to waiting patients in reception and ensure that they are seen in a timely manner or are promptly notified of unexpected delays.
    • Accurately identify type of insurance from card, understand different types of payers, and verify eligibility if necessary.
  • Billing Services:
    • Ensure entry at time of service of billing information on the patient and payer and accurate follow-up on missing information.
    • Review encounter forms for accuracy and completeness, check with physician for missing information.
    • Enter patient charges into the EMR system according to established policies and procedures.
    • Batch encounter forms and balance charges.
  • Medical Record Services:
    • Uphold standards of the practice and of the medical group for accurate and timely medical records.
    • Release information from records, only according to corporate policies and procedures.
    • Ensure the availability of properly prepared patient medical records, daily schedules, and related forms.
    • Maintain medical record, including loose filing and re-filing of charts daily.
    • Pull and prepare charts for appointments.
    • Maintain 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.

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