Patient Service Representative - Family Medicine

Major Responsibilities

Creates the initial electronic health record that serves as the foundation of the patient medical record 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. Obtaining accurate information at the point of registration helps ensure timely payment to the organization and prevents billing issues and patient complaints. Maintains complete confidentiality regarding patient personal/financial information and medical records in accordance with 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. Understands and 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 keep AAH compliant with government agencies and regulations. Examples include:

• HIPAA
• Emergency Medical Treatment and Active Labor Act (EMTALA)
• Consent for Treatment
• Patient Rights and Responsibilities
• Important Message from Medicare (IMM)
• Medicare Outpatient Observation Notice (MOON)
• Notice of Privacy Practices
• Medicare Secondary Payer Questionnaire (MSPQ)
• Advanced Beneficiary Notice (ABN)

Makes sure patient or guarantor signatures are obtained as required.

May schedule patient appointments, including virtual and procedural; 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 facility, etc. Performs visit closure, including checking out patients after their visit, scheduling follow‑up appointment(s), and providing patients with the after‑visit summary. Educates and supports patients with the patient portal/app.

Creates a welcoming and professional environment by demonstrating extraordinary customer service. Greets patients and visitors, responds to routine requests for information, answers telephone, screens calls, and takes messages. Maintains excellent public relations with patients, families, and clinical staff and demonstrates a willingness to work collaboratively for concise and timely flow of information. Proactively communicates issues involving customer service and process improvement opportunities to management.

Offers assistance 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 fax, addressing in‑basket 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.

None Required.

High School Diploma or GED.

None Required.

Demonstrate the Advocate Health purpose, values and behaviors.

Ability to work in a high‑profile, high‑stress area independently, set and meet deadlines, multitask, and prioritize work. Must manage high‑volume workloads with many interruptions in a fast‑paced environment without direct supervision. May be cross‑trained across various specialties and provide staffing support as needed.

Strong attention to detail and accuracy.

Excellent customer service skills in a variety of situations. Must perform excellent service recovery.

Demons…