Patient Service Representative - Hospital
$43,264–$64,896 year
On-siteBurlington, Wisconsin, United States
Job Summary
Create the initial electronic health record, preventing duplicate records and ensuring accurate patient identification before care delivery. Register patients by verifying demographics, insurance coverage, and financial responsibility, while collecting co-pays and obtaining required signatures. Manage work queues, coordinate appointments and cancellations, and provide detailed information on test preparations and facility procedures. Greet visitors, answer telephone calls, and assist with transportation, interpreter services, and locating equipment. Maintain strict confidentiality regarding patient information in compliance with HIPAA and other federal regulations. Handle cash payments securely and refer patients to Financial Advocates when necessary.
Required Qualifications
- High School Graduate
- 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
- General understanding of health insurance: Medicare, Medicaid, managed care, and commercial payers
- Knowledge and ability to articulate explanations of Medicare/HIPAA/EMTALA rules and regulations and comply with updates on insurance pre-certification requirements
- Excellent organizational skills
- Demonstrated ability to effectively act as a resource to other staff
- Must be able to transition from sitting to standing frequently
- Must be able to stand and sit for extended periods of time and be physically mobile throughout the workday
- Frequently lifts to 10 lbs. and occasionally lifts 20 lbs. or more
- Must be able to push/pull up to 50 lbs. with assistance
- Must also be able to speak clearly
- Must be able to use hands with fine motor skills for keyboard data entry
- CPR certification
- Notary training/licensure
Desired Qualifications
- Flexibility to support coverage across scheduled shifts
- Experience with insurance verification/eligibility tools, EPIC electronic medical record, patient liability estimation tools, electronic email, Microsoft Office, Internet and phone technology
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