Patient Service Rep

Schedule Details/Additional Information Monday - Friday 8:30 am‑6 pm rotation (20 hours per week) 1 Saturday a month from 7 – 12 Department 09122 AMG Summit – Front End Staff Status Part time Benefits Eligible Yes Hours Per Week 20 Pay Range $19.80 – $29.70 Major Responsibilities Creates the initial electronic health record that serves as the foundation of the patient medical record used 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 the rules, forms and questions that must be enforced to keep AAH compliant with government agencies and regulations (e.g., HIPAA, EMTALA, Consent for Treatment, Patient Rights and Responsibilities, IMM, MOON, Notice of Privacy Practices, MSPQ, ABN). Obtains patient or guarantor signatures as required. May schedule patient appointments, including virtual and procedural; may also 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, checking out patients after their visit, scheduling follow‑up appointments, and providing patients with the after‑visit summary. Educates and supports 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 and 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 and ability to work collaboratively for concise and timely flow of information. Proactively communicates issues involving customer service and process improvement opportunities to management. Offers assistance to patients to include arranging transportation needs, 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 on assigned electronic health record work queues, following the department’s approved process. May assist department leadership with orientation and training. Licensure, Registration, And/or Certification Required None required. Education Required High School Diploma or GED. Experience Required None required. Knowledge, Skills & Abilities Required 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 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 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, if applicable, and follow security related to cash handling. Strong understanding and comfort level with computer systems and proficient typing skills. Demonstrated technical proficiency with electronic email, Microsoft Office, internet browser and phone technology. Ability to handle sensitive and confidential information according to internal policies. Excellent organizational skills. Demonstrated ability to effectively act as a resource to other teammates. Physical Requirements And Working Conditions This position may require travel, therefore, will be exposed to weather and road conditions. Operates all equipment necessary to perform the job. Exposed to a normal office environment with significant patient and public contact. May be exposed to ill or contagious patients. 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 lb and occasionally lifts 20 lb or more. This occurs when moving equipment and supplies and when transporting patients and/or charts. Must be able to push/pull up to 50 lb with assistance. Sensory requirements include vision, hearing and touch. Must also be able to speak clearly. Must be able to use hands with fine motor skills for keyboard data entry. Disclaimer All responsibilities and requirements are subject to possible modification to reasonably accommodate individuals with disabilities. This job description in no way states or implies that these are the only responsibilities to be performed by an employee occupying this job or position. Employees must follow any other job‑related instructions and perform any other job‑related duties requested by their leaders. Our Commitment To You Advocate Health offers a comprehensive suite of Total Rewards: benefits and well‑being programs, competitive compensation, generous retirement offerings, programs that invest in your career development and so much more – so you can live fully at and away from work. Compensation Base compensation listed within the pay range based on qualifications, skills, relevant experience, and/or training Premium pay such as shift, on‑call, and other based on job role Incentive pay for select positions Opportunity for annual increases based on performance Benefits And More Paid Time Off programs Health and welfare benefits such as medical, dental, vision, life, and short- and long-term disability Flexible Spending Accounts for eligible health care and dependent care expenses Family benefits such as adoption assistance and paid parental leave Defined contribution retirement plans with employer match and other financial wellness programs Educational Assistance Program Eligibility for programs listed above may depend on your FTE or status (e.g., full‑time, part‑time, per diem, temporary); please ask a recruiter for more information during an interview. #J-18808-Ljbffr Hugh Chatham Health