Team Lead Patient Service Representative - Olympia Fields

Advocate Health Care; Olympia Fields (IL); On-site; USD 42,000 - 64,000; Full time

Job summary

Advocate Health Care is seeking a capable administrator to lead patient services staff in a fast-paced medical office environment. You will train, direct, and schedule staff while ensuring accurate patient registration and billing information.

The role requires strong communication, organization, and problem-solving skills, with 3 years in customer service or leadership and solid MS Office proficiency. This on-site position offers regular weekday hours and rotating Saturdays.

Qualifications

• Typically requires 3 years of experience in customer service and/or in providing leadership.
• Demonstrated leadership skills such as delegation, team building, managing multiple priorities.
• Excellent communication, customer service and interpersonal skills.
• Intermediate computer skills including Microsoft Office and email.

Responsibilities

• Acts as a resource to patient services staff, including training/orienting and providing day-to-day work direction.
• Assists with human resource responsibilities such as interviewing and staff development and performance feedback.
• Greets patients and visitors, answers calls, screens calls, and takes messages.
• Registers patients, collects demographics and insurance information, and posts payments.
• Schedules patient appointments and provides information on test preparations and arrivals.
• Updates insurance and other data and communicates changes to patients.
• Ensures accuracy of patient information, including government and third-party payor requirements.
• Monitors patient flow to ensure efficient and courteous care; assists with transportation and directions.
• Performs visit closure, schedules follow-ups, and provides visit summaries.
• May file/retrieve/deliver patient information and required forms.

Skills

Leadership

Communication

MS Office / Email

Medical terminology

Typing speed

Organization

Attention to detail

Time management

Education

High School Diploma or equivalent

Tools

Microsoft Office

Email (Outlook)

Job description

Major Responsibilities

• Acts as a resource to patient services staff, which includes training/orienting, providing day-to-day work direction, scheduling of staff, and giving input on performance. Assigns, monitors, and reviews progress and accuracy of work, directs efforts and provides guidance on more complex issues/concerns.
• Assists with human resource responsibilities, which may include interviewing and selection of new employees, staff development, providing performance feedback, resolution of employee concerns, and employee morale. Assists in interpreting department policies and procedures, and advises and updates staff on procedural changes.
• Greets patients and visitors and responds to routine requests for information. Answers telephone, screens calls, and takes messages.
• Registers patients; obtains demographic and insurance information; verifies insurance coverage, collects co-pays, deductibles, and previous balances; posts payments and updates demographic and insurance information.
• Schedules patient appointments and coordinates cancellations, reschedules, and additions to schedules. Provides accurate, detailed information regarding test preparations, time patient to arrive, and any other directional information needed by patient.
• Updates insurance, financial responsibility and other data when changes or additions occur, and communicates to patient as appropriate.
• Ensures insurance and patient information obtained is complete and accurate, applying acquired knowledge of government and third party payor requirements. Identifies, reports, and resolves problems regarding registration to appropriate individuals and departments.
• Monitors patient flow to ensure they are cared for in the most efficient and courteous manner. Offers various assistance to patients to include: arranging transportation needs, providing directions, locating wheelchair, etc.
• Performs visit closure including checking out patients after visit, scheduling follow-up appointments, and providing patients with a visit summary.
• May file, retrieve, and/or deliver patient information and/or records, and completes required forms/documentation.

Major Responsibilities

• Acts as a resource to patient services staff, which includes training/orienting, providing day-to-day work direction, scheduling of staff, and giving input on performance. Assigns, monitors, and reviews progress and accuracy of work, directs efforts and provides guidance on more complex issues/concerns.
• Assists with human resource responsibilities, which may include interviewing and selection of new employees, staff development, providing performance feedback, resolution of employee concerns, and employee morale. Assists in interpreting department policies and procedures, and advises and updates staff on procedural changes.
• Greets patients and visitors and responds to routine requests for information. Answers telephone, screens calls, and takes messages.
• Registers patients; obtains demographic and insurance information; verifies insurance coverage, collects co-pays, deductibles, and previous balances; posts payments and updates demographic and insurance information.
• Schedules patient appointments and coordinates cancellations, reschedules, and additions to schedules. Provides accurate, detailed information regarding test preparations, time patient to arrive, and any other directional information needed by patient.
• Updates insurance, financial responsibility and other data when changes or additions occur, and communicates to patient as appropriate.
• Ensures insurance and patient information obtained is complete and accurate, applying acquired knowledge of government and third party payor requirements. Identifies, reports, and resolves problems regarding registration to appropriate individuals and departments.
• Monitors patient flow to ensure they are cared for in the most efficient and courteous manner. Offers various assistance to patients to include: arranging transportation needs, providing directions, locating wheelchair, etc.
• Performs visit closure including checking out patients after visit, scheduling follow-up appointments, and providing patients with a visit summary.
• May file, retrieve, and/or deliver patient information and/or records, and completes required forms/documentation.

Schedule

• Mon-Friday 7am-7pm; Rotating Saturdays

Licensure, Registration, And/or Certification Required

• None Required.

Education Required

• High School Graduate.

Experience Required

• Typically requires 3 years of experience in customer service and/or in providing leadership.

Knowledge, Skills & Abilities Required

• Demonstrated leadership skills such as delegation, team building, managing multiple priorities, problem solving, and decision making.
• Excellent communication (written and verbal), customer service and interpersonal skills; ability to effectively communicate with a variety of patients, staff and physicians.
• Intermediate computer skills including experience in using personal computers; including Microsoft Office or similar applications, and electronic mail.
• Understanding of basic medical terms and abbreviations typically used in the patient scheduling and registration process.
• Training or experience in keyboarding/data entry with an emphasis on speed and accuracy.
• Excellent organizational skills.
• Ability to read and understand verbal and written instructions, and to sort and file information alphabetically and numerically.
• Ability to work in a fast paced environment with a strong attention to detail and accuracy.

Physical Requirements And Working Conditions

• Exposed to normal medical office environment, may be exposed to potentially ill patients.
• Must be able to sit for extended periods of time.
• Operate all equipment necessary to perform the job.

This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent may be required to perform other related duties.