Patient Service Representative - Concierge Medicine

Northwestern Medicine; Lake Forest (IL); On-site; USD 32,000 - 42,000; Full time

Job summary

Northwestern Medicine is seeking a Patient Service Representative in Illinois to greet patients, verify identities, and support front desk operations. Responsibilities include check-in/check-out, updating insurance data, and collecting payments, with commitments to service quality.

Ideal candidates have a high school diploma and 0–2 years of customer service experience; a bachelor’s degree is a plus. This role emphasizes teamwork, accuracy, and patient-centered communication.

Qualifications

• High school diploma or GED or equivalent required.
• 0–2 years of experience in a customer service role preferred.

Responsibilities

• Greet patients and guests upon arrival and verify identity.
• Assist with check-in and check-out procedures as directed.
• Confirm/update patient demographic and insurance information.
• Complete patient registration as needed and obtain consents/authorizations.
• Collect co-payments and process end-of-day cash handling.
• Post payments and manage billing information.
• Communicate delays or changes in appointment status to patients.
• Schedule appointments as necessary and float to other clinics if needed.
• May perform other duties as assigned.

Skills

Customer service

Greeting patients

Communication

Bilingual

Education

High school diploma or GED

Bachelor’s degree (preferred)

Job description

Description

The Patient Service Representative reflects the mission, vision, and values of Northwestern Medicine, adheresto the organization’s Code of Ethics and Corporate Compliance Program, and complies with all relevant policies,procedures, guidelines and all other regulatory and accreditation standards.
The Patient Service Representative supports the service area by checking patients in and out of appointments.This role will consistently demonstrate exemplary customer service when assisting patients and guests.

Responsibilities:

• Communicates with patients and guests including greeting them upon arrival, confirming identity andproviding necessary information related to their visit.
• Completes check-in/out functions as directed.
• Confirms and updates patient identification and demographic/insurance information.
• Completes patient registration as needed.
• Obtains patient consents/authorizations.
• Collects co-payments, past due balances and point of service payments.
• Posts payments, process billing information and perform “end of day” cash drawer closing.
• Keeps waiting area clean and comfortable.
• Informs patients of any delays or changes in appointment status.
• Schedules appointments as necessary.
• For PSRs in the Immediate Care Clinics (ICC), float to other ICCs/departments.
• May perform other duties as assigned.

Qualifications

Required

• High school diploma or GED equivalent.
• Zero (0) to two (2) years’ experience in a customer service position.

Preferred

• Bachelor’s degree.
• Previous experience in a healthcare setting.
• Working knowledge of medical terminology.
• Bilingual.

Equal Opportunity

Northwestern Medicine is an equal opportunity employer (disability, VETS) and does not discriminate in hiring or employment on the basis of age, sex, race, color, religion, national origin, gender identity, veteran status, disability, sexual orientation or any other protected status.

Background Check

Northwestern Medicine conducts a background check that includes criminal history on newly hired team members and, at times, internal transfers. If you are offered a position with us, you will be required to complete an authorization and disclosure form that gives Northwestern Medicine permission to run the background check. Results are evaluated on a case-by-case basis, and we follow all local, state, and federal laws, including the Illinois Health Care Worker Background Check Act.

Artificial Intelligence Disclosure

Artificial Intelligence (AI) tools may be used in some portions of the candidate review process for this position, however, all employment decisions will be made by a person.

Benefits

We offer a wide range of benefits that provide employees with tools and resources to improve their physical, emotional, and financial well-being while providing protection for unexpected life events.

Please refer to the Benefits Eligibility by Employment Classification to determine benefits eligibility for job postings.

If sign-on bonus is included in a job posting eligibility is as followed: Internal employees and rehires who left Northwestern Medicine within 1 year are not eligible for the sign-on bonus. Exception: New graduate internal employees seeking their first licensed clinical position as a Registered Nurse at NM may be eligible.