Patient Service Representative Level 1, Main Hospital

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.

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

Spanish speaking preferred
M-F 9am-5:30pm ; alternating Saturdays 7:00am-3:30pm (minimum one Saturday in a six‑week schedule)
K.S.A.'s
Previous Epic experience preferred.

• 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.

• Completes pre‑registration as well as full registration as needed for families.
• Ensures eligibility information accurate.
• Obtain patient/family Consents for Care, HIPAA, 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 Epic Care Link functionality as appropriate.
• Check system to see if referral is attached for visit and is appropriate for visit. If able assist family with referral for same day service.
• Inform as well as collect payments as appropriate (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  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 HIPAA 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 workflow, 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 tests and specific instructions
• Follow process for Research, Drop off, Miscellaneous Orders
• Medical Imaging:
  Follow process for checking in patient
• Follow the Epic 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 back‑line 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…