Patient Service Rep - Front End

About our Clinic

About our Clinic: Aurora Medical Center Lake Geneva is located just a few miles away from the Geneva lakefront, offering convenient access for patients and visitors. The facility provides a wide range of services, including urgent care, family practice, and orthopedics, among many other specialty departments—ensuring comprehensive, high‑quality care for the community. In addition to its core medical services, the center is supported by experienced clinicians and a patient focused environment designed to deliver efficient, compassionate care.

Its close proximity to local shops, restaurants, and seasonal attractions further enhances the overall experience for patients and families seeking both routine and specialized care.

• 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.
• Obtains accurate information at the point of registration to help ensure timely payment to the organization and prevent 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 AAH contracts with and when a statement of financial responsibility is needed; 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 ensure organization compliance with government agencies and regulations (e.g., HIPAA, EMTALA, Consent for Treatment, Patient Rights and Responsibilities, Important Message from Medicare, Medicare Outpatient Observation Notice, Notice of Privacy Practices, Medicare Secondary Payer Questionnaire, Advanced Beneficiary Notice). Obtains patient or guarantor signatures as required.
• May schedule patient appointments, including virtual and procedural; may 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 the facility, etc.
• May perform visit closure, including checking out patients after their visit, scheduling follow-up appointments, and providing patients with the after-visit summary; educate and support patients with the patient portal/app.
• Creates a welcoming and professional environment for patients and visitors by demonstrating extraordinary customer service; greets patients and visitors; answers telephone, screens calls, and takes messages.
• Maintains excellent public relations with patients, families, and clinical staff and works collaboratively with others for concise and timely flow of information; pro‑actively communicates issues involving customer service and process improvement opportunities to management.
• Offers various assistance to patients including arranging transportation, providing directions, locating a wheelchair, coordinating interpreter services, etc.
• May be responsible for e-scanning documents to Health Information Management (HIM), addressing incoming/outgoing faxes, addressing inbasket messages via the electronic health record, and following direction from the clinical team for emergent needs.
• Monitors and works assigned electronic health record work queues, following the department’s approved process.
• May assist department leadership with orientation and training.