Patient Service Representative

aah; United States; On-site; USD 30,000 - 45,000; Part time

Benefits offered by this job

Benefits Eligible

Job summary

Advocate Health is seeking a part-time Patient Access Specialist to join the Enterprise Revenue Cycle team at Lutheran General OP Arrival. The role centers on patient registration, collecting demographics and insurance details, and ensuring accurate data for timely payments.

This position requires HIPAA awareness, strong customer service, and the ability to explain financial responsibilities to patients. 20 hours per week, 8:30 AM–5:00 PM on weekdays and every other Saturday.

Qualifications

• High School Graduate required.
• Two years of experience in Patient Access or related roles (e.g., billing, insurance, call center).
• Experience with insurance verification tools, EPIC EMR, patient liability estimation tools, Microsoft Office, Internet and phone technology.

Responsibilities

• Register patients, collect demographics, insurance information, and co-pays.
• Explain financial responsibilities and refer patients to Financial Advocates when needed.
• Assist with scheduling and test/prep instructions as applicable.
• Maintain confidentiality under HIPAA and provide excellent customer service.

Skills

Customer service

Communication

Attention to detail

Multitasking

Problem solving

Education

High School Diploma

Job description

Department

10251 Enterprise Revenue Cycle - Lutheran General OP Arrival

Status

Part time

Benefits Eligible

Yes

Hours Per Week

20

Schedule Details/Additional Information

This position is 8:30 AM to 5:00 PM on various weekdays and every other Saturday.

Pay Range

$21.85 - $32.80

Major Responsibilities

• Creates the initial electronic health record that serves as the foundation of the patient medical record that is utilized by all members of the healthcare team. Prevents creation of duplicate medical records that can cause treatment safety issues and billing problems. Follows and ensures compliance with the mandate of the organization's accrediting bodies to use identifiers to positively identify a patient prior to the delivery of patient care to ensure patient safety.
• 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. Obtaining accurate information at the point of registration helps ensure timely payment to the organization and prevents billing issues and patient complaints. Maintains complete confidentiality regarding patient personal/financial information and medical records in accordance with the Health Insurance Portability and Accountability Act (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. Examples are HIPAA, Emergency Medical Treatment and Active Labor Act (EMTALA), Consent for Treatment, Patient Rights and Responsibilities, Important Message from Medicare (IMM), Medicare Outpatient Observation Notice (MOON), Notice of Privacy Practices, Medicare Secondary Payer Questionnaire (MSPQ), Advanced Beneficiary Notice (ABN). 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.
• Maintains excellent public relations with patients, families, and clinical staff as well as demonstrates a willingness and ability to work collaboratively with others for concise and timely flow of information. Proactively communicates issues involving customer service and process improvement opportunities to management.
• Creates a welcoming and professional environment for our 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.
• Assist department leadership with orientation and training for Patient Access staff.
• Monitors and works assigned electronic health record work queues, following the department's approved process.

Licensure, Registration, and/or Certification Required

None

Education Required

High School Graduate.

Experience Required

Two year of experience in either Patient Access or any of the following related experience; general physician office support or billing office, insurance office, customer service/hospitality, or call center (any industry). PSR I's must be in the PSR I role for 12 months and meet promotion criteria. Experience with insurance verification/eligibility tools, EPIC electronic medical record, patient liability estimation tools, electronic email, Microsoft Office, Internet and phone technology.

Knowledge, Skills & Abilities Required

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. Must be able 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 in a variety of situations. Must have excellent 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 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 i