Patient Service Representative

Overview

Work Location: 1660 Feehanville Drive, Suite 200, Mount Prospect, IL 60056

General Summary

Part Time – 20-24 hours per week. M-F. Compensation range: $18.00-$21.00

The Patient Service Representative I is responsible for providing customer service and ensuring the patient experience, either by phone or in person, is exemplary. The Patient Service Representative I will coordinate clerical tasks such as answering the phones, greeting patients and visitors, and scheduling appointments in a professional and timely manner. They are responsible for moving the patients through the intake and checkout process including patient registration, scanning and filing medical records, collecting co-payments, deductibles, and any outstanding balances.

The Patient Service Representative I must ensure that all procedures, from identifying correct patient files to verifying insurance information, are closely followed to create a seamless patient experience between clerical and clinical staff.

Responsibilities include but are not limited to:

• Welcomes and greets all patients and visitors, in person or over the phone.
• Keeps the front desk area clean and organized.
• Registers new patients and updates existing patient demographics by collecting detailed patient information including personal and financial information (e.g., co-payments and insurance cards).
• Collects outstanding patient balances.
• Obtains referrals and authorizations when required.
• Scans incoming faxes, consents, reports, and all other patient information into the patient chart.
• Generates batch transmittal reports for each day.
• Facilitates the patient flow by notifying the provider or other medical staff of the patients’ arrival, being aware of delays, and communicating with patients and clinical staff.
• Schedules follow-up services and office visits for patients.
• Responds to inquiries by patients, prospective patients, and visitors in a courteous manner.
• Keeps medical office supplies adequately stocked by anticipating inventory needs, placing orders, and monitoring office equipment.
• Protects patient confidentiality, ensuring PHI is secured by not leaving PHI in plain sight and logging off the computer before leaving it unattended.
• Ensures proper hand off of responsibilities once their task is completed.
• Meets established attendance criteria and starts work promptly. Punctual and dependable for assigned shifts.
• Respects and acknowledges the organization’s commitment to cultural diversity, expressed through behavior, language and actions.
• Consistently demonstrates good use of time and resources.
• Ensures that all medical records are accurate and complete.
• Performs other position-related duties as assigned.

• N/A

• Skill in using computer programs and applications including Microsoft Office. Knowledge in healthcare systems operations and experience in navigating EMRs.
• Ability to answer multiple incoming telephone calls.
• Demonstrate excellent organizational skills, multi-tasking abilities, and the ability to perform well in stressful situations.
• Customer-oriented with ability to remain calm in difficult situations.
• Ability to work independently and manage multiple deadlines.
• Ability to comprehend established office routines and policies.
• Ability to keep financial records and perform mathematical tasks.
• Knowledge of Medical Terminology.
• Excellent verbal and written communication skills.
• Proficient interpersonal relations skills.
• Basic knowledge of health insurance products (HMO, PPO, HSA, Commercial, Medicare, etc.).
• Ability to navigate online health insurance portals to verify benefits.
• Regularly adheres to and supports compliance and accreditation efforts as assigned, including OSHA, HIPAA & CMS guidelines for Parts C & D on General Compliance and Fraud, Waste & Abuse.
• Complies with HR confidentiality standards.

• High School Diploma or equivalent required.
• Some college work preferred.

• Minimum of 1-3 years’ customer service experience required. Experience in a medical office; specifically, urology, preferred.
• Basic knowledge and understanding of CPT procedure coding and ICD-10 diagnostic coding preferred.

• N/A

• Carrying Weight: 1-25 lbs. Frequent (34% to 66%); 26-50 lbs. Occasional (2% to 33%)
• Pushing/Pulling: 1-25 lbs. Seldom (up to 2%); 100+ lbs. Seldom (up to 2%)
• Lifting - Floor to Chest: 1-25 lbs. Occasional (2% to 33%); 26-50 lbs. Seldom (up to 2%)
• Lifting - Floor to Waist: 1-25 lbs. Occasional (2% to 33%); 26-50 lbs. Seldom (up to 2%)