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Advocate Health Care

Nonprofit health system delivering comprehensive care

Patient Service Representative 1

Clinical Support & Patient AdministrationPosted on Nov 3
Full-timeAurora, WI, USA

About the Job

Requirements

  • A high school diploma or GED is required.
  • The role requires the ability to work independently in a high-profile, high-stress area, set and meet deadlines, multitask, prioritize work, and manage a high-volume workload with interruptions in a fast-paced environment without direct supervision.
  • The role requires strong attention to detail and accuracy.
  • The role requires customer service and service recovery skills.
  • The role requires independent thinking, problem-solving, and judgment to triage issues and concerns.
  • The role requires written and verbal communication, customer service, and interpersonal skills to communicate professionally with patients, visitors, staff, and physicians.
  • The role requires the ability to educate patients about insurance coverage, including discussing services that may not be paid by their health plan.
  • The role requires the ability to interact with physicians and their staff to resolve patient-care issues.
  • The role requires the ability to collect and manage payments, including cash payments when applicable, and follow cash-handling security procedures.
  • The role requires comfort with computer systems, proficient typing, and technical proficiency with email, Microsoft Office, internet browsers, and phone technology.
  • The role requires the ability to handle sensitive and confidential information according to internal policies.
  • The role requires organizational skills and the ability to act as a resource to teammates.
  • The role requires operating necessary equipment, frequent transitions between sitting and standing, extended sitting and standing, and mobility throughout the workday.
  • The role requires frequently lifting up to 10 pounds and occasionally lifting 20 pounds or more, and pushing or pulling up to 50 pounds with assistance.
  • The role requires vision, hearing, touch, clear speech, and fine motor skills for keyboard data entry.

Responsibilities

  • Create the initial electronic health record used as the foundation of the patient medical record, prevent duplicate records, and comply with patient-identification requirements before care is delivered.
  • Check in and register patients; obtain and verify demographic, guarantor, and insurance information; and discuss and collect copayments and other out-of-pocket patient responsibilities.
  • Maintain the confidentiality of patients’ personal, financial, and medical information in accordance with the Health Insurance Portability and Accountability Act.
  • Recognize commercial and government insurance plans, understand contracted plans and when a statement of financial responsibility is needed, discuss financial obligations with patients, and refer patients to Financial Advocates when appropriate.
  • Apply rules, forms, and questions required for compliance with government agencies and regulations, including the Health Insurance Portability and Accountability Act, Emergency Medical Treatment and Active Labor Act, consent for treatment, patient rights and responsibilities, Medicare notices, privacy notices, Medicare Secondary Payer Questionnaire, and Advance Beneficiary Notice; obtain patient or guarantor signatures as required.
  • Schedule patient appointments, including virtual and procedural appointments, and coordinate cancellations, rescheduling, wait-list requests, and recall requests as needed.
  • Provide accurate information about test preparation, arrival times, medication, food and beverage guidelines, check-in procedures, and directions to the facility.
  • Perform visit closure by checking out patients, scheduling follow-up appointments, and providing after-visit summaries as needed.
  • Educate and support patients with the patient portal or app as needed.
  • Create a welcoming, professional environment; greet patients and visitors; respond to routine information requests; answer and screen telephone calls; and take messages.
  • Maintain public relations with patients, families, and clinical staff, and collaborate to ensure concise and timely information flow.
  • Communicate customer-service issues and process-improvement opportunities to management.
  • Assist patients by arranging transportation, providing directions, locating wheelchairs, coordinating interpreter services, and providing other support as needed.
  • Scan documents electronically for Health Information Management, address incoming and outgoing faxes and electronic health record inbox messages, and follow clinical-team direction for emergent needs as assigned.
  • Monitor and work assigned electronic health record queues according to the department’s approved process.
  • Assist department leadership with orientation and training as needed.
  • Travel as required; the position may involve exposure to weather and road conditions.
  • Work in an office environment with significant patient and public contact and possible exposure to ill or contagious patients.

About the Company

Advocate Health Care

Nonprofit health system delivering comprehensive care

Advocate Health Care is a faith-based nonprofit health system serving Illinois and Wisconsin with a network of hospitals, clinics, and providers. It delivers a broad range of medical services using current techniques and ongoing research, coordinated through clinical integration. The organization offers financial advocacy and assistance to help uninsured or underinsured patients manage hospital bills. Its goal is to improve patient care and expand access by combining high-quality medical services, financial support, and a commitment to clinical excellence.

Company size
10,001+
Company stage
Late Stage VC
Total funding
$18M
Headquarters
Oak Brook, IL
Founded
1976

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