Patient Service Representative I

luriechildrens; Chicago (IL); On-site; USD 26,000 - 39,000; Full time

Job summary

Ann & Robert H. Lurie Children’s Hospital of Chicago is seeking a Patient Service representative to support pre-registration, verification of eligibility, and patient consent processes.

You will utilize Epic and related systems to enter orders, communicate with families, and coordinate with care teams. The role emphasizes exceptional customer service, accuracy in documentation, and the ability to handle multiple priorities in a fast-paced pediatric setting.

Qualifications

• High school diploma or GED required; some college preferred.
• Knowledge of medical terminology, third party billing, and managed care preferred.
• Knowledge of electronic medical record systems.
• Proficient in Microsoft Word (Outlook) and basic computer skills.
• Strong customer service and interpersonal skills to work with pediatric patients, families, physicians, and staff.
• Ability to handle multiple priorities in a fast-paced environment; strong problem-solving skills.
• Ability to manage stressful situations appropriately.

Responsibilities

• Pre-registration and full registration for families.
• Verify eligibility information.
• Obtain consents for care, HIPAA, and required forms; enter into Epic.
• Query MyChart and Care Everywhere; use Epicecare Link as appropriate.
• Check referrals for visits and assist with same-day referrals when possible.
• Collect payments (estimates, copays, balances) via CCF and Health Fusion where applicable.
• Copy insurance cards; provide intake forms and instructions; print labels.
• Provide ID bands and inform families of wait times or delays.
• Schedule appointments (new, return, same-day, ancillary).
• Enter patient information in additional systems as needed.
• Adhere to organizational Power all principles; maintain confidentiality and HIPAA.
• Complete check-out procedures; coordinate with staff; perform other duties as assigned.
• In areas with ancillary testing, follow check-in, orders, and lab imaging processes.

Skills

Customer service

Excellent communication

Multi-tasking

Stress management

Medical terminology

Electronic medical record (EMR)

Microsoft Word/Outlook

Education

High school diploma

Some college preferred

Tools

Epic EMR

MyChart

Job description

Ann & Robert H. Lurie Children's Hospital of Chicago provides superior pediatric care in a setting that offers the latest benefits and innovations in medical technology, research and family-friendly design. As the largest pediatric provider in the region with a 140-year legacy of excellence, kids and their families are at the center of all we do. Ann & Robert H. Lurie Children's Hospital of Chicago is ranked in all 10 specialties by the U.S. News & World Report.

Location

Ann & Robert H. Lurie Children's Hospital of Chicago

Job Description

K.S.A.'s

• High school diploma required. Some college preferred.
• Some knowledge of medical terminology, third party billing, and managed care requirements strongly preferred.
• Some knowledge of electronic medical record.
• Proficient in Microsoft Word applications such as Outlook and other computer skills preferred.
• Demonstrates a high level of customer service and interpersonal skills to effectively work with pediatric patients, families, physicians, nursing and other allied health and medical center personnel. Excellent communication/listening skills needed.
• Problem solving skills and ability to handle multiple priorities in fast paced environment.
• Ability to manage stressful situations appropriately.

Job Duties

• Completes pre-registration as well as full registration as needed for families.
• Ensures eligibility information accurate.
• Obtain patient/family Consents for Care, HIPPA, state & federal mandatory forms , Plain Language Summary as well as any additional forms identified and enters them into Epic.
• Queries for MyChart and Care Everywhere, as well as utilizing the Epicecare Link functionality as appropriate.
• Check system to see if referral is attached for visit and is appropriate for visit. If able assist familiy with referral for same same day service.
• Inform as well as collects payments as appopriate (estimates, copays, outstanding balances, self pay etc) via CCF as well as Health Fusion where applicable.
• Makes copies of insurance cards as appropriate.
• Ensure families receive appropriate intake forms and instructions to complete for visit. Print labels for clinical use and documents to be scanned.
• Provides ID Band to patients as appropriate.
• Informs patient/families of any wait times or delays in service.
• Schedules appointments,(new, return, same day as well as ancillary appointments) as needed.
• May be required to enter patient information in additional electronic systems.
• Adheres to organizational Power all principles.
• Maintains confidentiality and HIPPA rules.
• Completes check-out procedures; prepares required forms for distribution.
• Communicates with other Patient Service Representative staff and department team members to coordinate activities.
• Other job functions as assigned.

Specific to Area Job Functions

• Patient Service Representatives that are scheduled in areas where ancillary testing is a part of the work flow, the below process should be included as part of the check-in process:
• Outpatient Lab:
  • Requirement to enter and or release lab orders
  • Follow Epicare link process for orders
  • Ensures all paper orders are appropriate/ acceptable
  • Enter orders via written orders mode when presented with paper order
  • Maintain all written orders as per process for scanning
  • Contacts referring provider when appropriate
  • Enter notes in Epic regarding # of test and specific instructions
  • Follow process for Research, Drop off, Miscellaneous Orders
• Medical Imaging:
  • Follow process for checking in patient
  • Follow the Epice Care Link process
  • Create and/or collect patient payment estimates
  • If paper order follow Written Order process
  • Schedule appointment from the order
  • Contact referring physician when appropriate
• Outpatient Surgery:
  • Follow process for patient admission via Optime workflow
  • Collect co-payments or deductibles for outpatient surgeries
• LCPC-TCP:
  • Answers backline and patient phone lines (department specific), handles according to needs of caller
  • Creates Recalls and Waitlist notifications when appropriate
  • Completes daily No Show documentation and communicates with family to reschedule
  • Documents and sends patient messages to providers via Epic in-basket
• Other job functions as assigned

Education

High School Diploma/GED (Required)

Pay Range

$19.00-$28.50 Hourly

At Lurie Children's, we are committed to competitive and fair compensation aligned with market rates and internal equity, reflecting individual contributions, experience, and expertise. The pay range for this job indicates minimum and maximum targets for the position. Ranges are regularly reviewed to stay aligned with market conditions. In addition to base salary, Lurie Children's offer a comprehensive rewards package that may include differentials for some hourly employees, leadership incentives for select roles, health and retirement benefits, and wellbeing programs.

Benefit Statement

For ful