Patient Service Representative I Hospital

aah; Oshkosh (WI); On-site; USD 29,000 - 43,000; Full time

Job summary

Advocate Health is seeking a Front Desk/Registration professional in Fond du Lac WI to support patient intake and billing processes. You will accurately register patients, verify insurance, collect co-pays, and coordinate with Financial Advocates when needed.

Strong communication, attention to detail, and the ability to work in a fast-paced environment are essential. High School diploma required; EPIC experience is a plus.

Qualifications

• High School Diploma or equivalent.
• Experience not required; ability to learn quickly.
• Excellent communication and customer service skills.
• Ability to work in a fast-paced environment.

Responsibilities

• Create and verify patient registrations with accurate demographic data.
• Collect co-pays and explain financial responsibilities to patients.
• Verify insurance coverage and eligibility using tools.
• Maintain HIPAA compliance and confidentiality at all times.
• Explain billing procedures and refer to Financial Advocates when needed.
• Greet patients, answer questions, and provide directions within the facility.
• Assist with scheduling, reminders, and patient flow in a high-volume area.
• Handle payments securely and manage cash handling procedures.

Skills

Customer service

Attention to detail

Communication skills

Problem solving

Multitasking

HIPAA compliance

EPIC experience

Insurance verification

Education

High School Graduate

Tools

EPIC

Microsoft Office

Job description

Department

10484 Enterprise Revenue Cycle - Fond du Lac WI Arrival

Status

Full time

Benefits Eligible

Yes

Hou rs Per Week

36

Schedule Details/Additional Information

Working minimally 3, 12 hour shifts a weeks

Weekend & Holiday Rotation

Pay Range

$20.80 - $31.20

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.

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.

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

None

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 including managing the discussion for services that will not or may not be paid by their health plan.

Interact with physicians and their staff to resolve issues related to patient care.

Collect and manage payments including cash payments and follow security related to cash handling.

Strong understanding and comfort level with computer systems. Demonstrated technical proficiency including experience with insurance verification/eligibility tools, EPIC electronic medical record, patient liability estimation tools, electronic email, Microsoft Office, internet browser and phone technology.

Understanding of basic medical and insurance terms and abbreviations typically used in the patient scheduling and registration process.

HIPAA-compliant and knowledgeable of applicable state and federal rules/regulations. Ability to handle sensitive and confidential information according to internal policies.

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