Patient Service Representative

Job Description

Job Description

For over 35 years Fox Valley Pulmonary Medicine has been providing excellence in Pulmonary and Sleep Medicine to the Fox Valley and surrounding communities. We offer a full range of services in Pulmonary Medicine, Sleep Disorders, Intensive Care Medicine and Interventional Pulmonology.  Our physicians and providers are all Board Certified. 

“Service Comes First”   

These three words guide our choices, our behaviors, and our business practices so we can deliver on our mission to provide excellence in care, healing and health to the individuals and communities we serve. Our Code of Conduct ensures we are able to live up to our standards. The Code enables us to honor state and federal laws. The Code also embodies our core values, and each one of our values is associated with behavior standards for how to act ethically in any situation: 

• Compassion:  Not allowing interpersonal issues to interfere with patient care 
• Respect:                Not accepting, considering, or tolerating illegal and fraudulent behavior 
• Excellence:           Protecting confidential business practices and information from improper disclosure 
• Diversity:              Assisting patients with language and other communication barriers 
• Ownership:          Disclosing conflicts of interest, and disengaging in decisions when a conflict might be present 

About the Role:

The Patient Service Representative plays a critical role in ensuring a positive and efficient experience for patients within healthcare facilities. This position serves as the primary point of contact for patients, managing appointment scheduling, patient check-ins, and handling inquiries with professionalism and empathy. The role requires effective communication and organizational skills to coordinate between patients, healthcare providers, and administrative teams. By accurately managing patient information and facilitating smooth administrative processes, the Patient Service Representative contributes to the overall quality of care and patient satisfaction. Ultimately, this role supports the healthcare team by maintaining a welcoming environment and ensuring that patient services operate seamlessly.

Minimum Qualifications:

• High school diploma or equivalent.
• Previous experience in a customer service or administrative role, preferably in a healthcare setting.
• Basic knowledge of medical terminology and healthcare procedures.
• Proficiency with computer systems and electronic health record (EHR) software.
• Strong communication and interpersonal skills.

Preferred Qualifications:

• Associate degree or certification in healthcare administration or related field.
• Experience with insurance verification and billing processes.
• Familiarity with HIPAA regulations and patient privacy standards.
• Bilingual abilities, especially in Spanish or other commonly spoken languages in the community.
• Demonstrated ability to handle high-volume patient interactions efficiently.

Responsibilities:

• Greet and assist patients upon arrival, ensuring a welcoming and professional environment.
• Schedule, reschedule, and confirm patient appointments using electronic health record (EHR) systems.
• Collect and verify patient information, including insurance details and personal data, maintaining confidentiality and accuracy.
• Answer patient inquiries via phone, email, or in-person, providing clear and helpful information regarding services, policies, and procedures.
• Coordinate with healthcare providers and administrative staff to facilitate patient flow and resolve scheduling conflicts.
• Process patient check-ins and check-outs efficiently, including collecting co-pays and managing billing documentation.
• Maintain accurate records and update patient files in compliance with healthcare regulations and privacy standards.
• Assist with insurance verification and pre-authorization processes as needed.
• Handle patient complaints or concerns with empathy and escalate issues to appropriate personnel when necessary.

Skills:

The Patient Service Representative utilizes strong communication skills daily to interact effectively with patients, healthcare providers, and team members, ensuring clear and compassionate exchanges. Organizational skills are essential for managing appointment schedules, patient records, and administrative tasks accurately and efficiently. Proficiency with electronic health record (EHR) systems and other healthcare software enables the representative to update patient information and process billing seamlessly. Problem-solving skills are applied when addressing patient concerns or resolving scheduling conflicts, maintaining a smooth workflow. Additionally, knowledge of healthcare regulations and insurance processes supports compliance and enhances the quality of patient service delivery.