Patient Services Representative (PSR)

Department: 10259 Enterprise Revenue Cycle - Illinois Masonic IL ED Arrival Status: Full time Benefits Eligible: Yes Hours Per Week: 40 Schedule Details/Additional Information: 2nd Shift position: M-F 3pm-11:30pm 2-3 Weekends, Saturday and Sunday 3pm-11:30pm **Training will be full time 7am-3:30pm and 8am-4:30pm on site, 40hrs for approximately four weeks** Pay Range $20.80 - $31.20 Major Responsibilities: Responsible for performing all job duties in a way that conforms to our customer service philosophy and consistent with our "AIDET" standards 1)Greet and Acknowledge all patients and family members in a welcoming and prompt manner. 2)Introduce the patient to our services, what they can expect while under our care. Utlize appropriate etiquette in all communications. 3)Provide the patient with information on the likely time spent in the service area (duration) including time in registration and time in clinical service. 4)Explain the nature of our work, why we ask for demographic, socio-economic, and financial information. Explain how we safeguard their information and use it to provide better care for them. 5)Hand-patients off to the next area with a clear "thank you." When creating new registrations for walk-in patients, responsible for the identifying insurance coverage, the benefits available, patient out-of-pocket expenses, and collecting co-insurance and co-payments. 4)Collecting appropriate out of pocket expenses in accordance with policy. 1)Uses electronic systems to confirm coverage while patient is present and discussing the findings with the patient. Follow established department policies to resolve issues related to patient's eligiblity for coverage or issues in in-network status for the patient using Advocate's network. 2)When working uninsured patients, screen for urgent status cases and follow charity procedure. Refer as appropriate for additional financial counseling. Engage leaders to resolve questions on urgent versus non-urgent/elective care. 3)When assisting walk-in patients, screen orders for compliance with policy. Work with physicians, Care Coordinators, and clinical department leaders to communicate and resolve issues related to order quality and acceptable standards. Responsible for security authorization and precertification of inpatient and outpatient services. 5)Notify Financial Counseling, physicians, Care Coordinators, and Utilization Management on cases were patients are found to be uninsured, or where the only insurance is Third Party Liability or Workers Compensation 1)Maintains knowledge of all stand-alone computer software programs to verify eligibility. 6)Identify at risk balances related to Medicare co-days, lifetime reserve days and other Medicare coverage limits and communicate to Financial Counseling, UM and physicians 7)Identify at risk balances relate to Medicaid eligibility rules and communicate to Financial Counseling, UM and physicians 8)Initiates communication to patient when authorization is not obtained and explain the potential financial impact and the patient responsibility for unauthorized services 9)Accurately collects and analyzes clinical data in support of prior authorization, and precertification as required by payor guidelines 10)Acquires and maintains current knowledge of all insurance requirements as it relates to patient/hospital responsibility and hospital billing. 2)Stays current of all Federal and State regulations regarding billing. 3)Ensures completion of all established policies and procedures for identification and notification of the Primary Care Physician in the case of HMO coverage plans. 4)Informs Financial counseling, physicians, Care Coordinators and Utilization Management of out of network or noncovered service limitations of managed care/commercial insurance where benefits are at risk Responsible the pre-registration and registration accuracy. 6)Maintains knowledge of State & Federal regulations governing Medicare, Medicaid and Mental Health registrations. 1)Ensure accurate entry of patient demographic, insurance information in the ADT system with special attention to carrier code assignment, complete benefit, eligibility record and authorization data 2)Pre-registers and registers patients using established procedures for computer entry for all ancillary and nursing units, keeping current with their specialized needs and preparing necessary documents/records when necessary. 3)During the pre-registration or registration encounter, provide detailed education to the patient the contents of documents and forms requiring patient signature. 4)Manage incoming and outgoing calls in order to complete pre-registrations with patients 5)Generates, assembles and processes all required documents for completion of each registration. Participates in departmental team building activities and in-services and other miscellaneous duties as assigned by leader. 1)Contributes to the quality initiatives and mission by participating in team projects. 2)Attends all required departmental in-services to stay current of all job changes and responsibilities. 3)Assist leader in special assignments as may be needed to fulfill the mission of the department and the organization. Education/Experience Required: High School Diploma with 2 years of experience in either Patient Access or any of the following related experience; general physician office support or billing office, insurance office, hospitality, or call center (any industry) Intermediate math skills acquired through classroom work or through work experience Knowledge, Skills & Abilities Required: Typing 25 WPM Basic understanding of web-based systems, proficiency in data entry N/A Physical Requirements and Working Conditions: Ability to prioritize and organize workload Sophisticated interviewing, communication and negotiation skills Independent decision making Ability to work hours that verify based on needs of the organization including evenings, weekends and holidays. Ability to work as a team member Must be able to sit, stand, walk, lift, carry, squat, and bend frequently as well as twist, rotate, and kneel occasionally throughout the workday. Frequently lifts up to 10 lbs. and occasionally lifts between 20 lbs. 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 lbs. with assistance. Must have functional speech and hearing. Must be able to use hands with fine motor skills for keyboard data entry. Exposed to a normal office environment. Operates all equipment necessary to perform the job. Must be able to work a flexible schedule to support the needs of the department. Addendum: In addition to the Accountabilities and Job Activities outlined in Sects. I. A. – I. D. of the Position Description for Patient Access Registrar the following accountabilities and job activities are applicable for registrars staffed at offsite imaging centers: E. Performs additional activities that facilitate patient flow and transition from registration to the clinical testing area including: 1. Performs Computerized Provider Order Entry (CPOE) for exams accurately and completely to transcribe written physician orders. Seeks clarification from technician and physician if needed. 2. Performs light duty cleaning of changing areas as needed. 3. Prints patient’s results CDs when required and distributes finished exam results CD to patient while complying with application HIPAA considerations. 4. Escorts patients to changing areas as needed. This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent may be required to perform other related duties. 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, including: Compensation Base compensation listed within the listed pay range based on factors such as qualifications, skills, relevant experience, and/or training Premium pay such as shift, on call, and more based on a teammate's job 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 Note: Eligibility for programs listed above may depend on your FTE or status (e.g., full-time, part-time, per diem, temporary, etc.); please ask a Recruiter for more information during an interview. About Advocate Health Advocate Health is the third-largest nonprofit, integrated health system in the United States, created from the combination of Advocate Aurora Health and Atrium Health. Providing care under the names Advocate Health Care in Illinois; Atrium Health in the Carolinas, Georgia and Alabama; and Aurora Health Care in Wisconsin, Advocate Health is a national leader in clinical innovation, health outcomes, consumer experience and value-based care. Headquartered in Charlotte, North Carolina, Advocate Health services nearly 6 million patients and is engaged in hundreds of clinical trials and research studies, with Wake Forest University School of Medicine serving as the academic core of the enterprise. It is nationally recognized for its expertise in cardiology, neurosciences, oncology, pediatrics and rehabilitation, as well as organ transplants, burn treatments and specialized musculoskeletal programs. Advocate Health employs 155,000 teammates across 69 hospitals and over 1,000 care locations, and offers one of the nation’s largest graduate medical education programs with over 2,000 residents and fellows across more than 200 programs. Committed to providing equitable care for all, Advocate Health provides more than $6 billion in annual community benefits. This is Transformation One shared purpose brought us together. Now, as one of the 10 largest not-for-profit, integrated health systems in the United States, our combined strength and stability drives us forward. Starting with You Caring for nearly 3 million people has inspired a transformation. One in which the patient’s experience guides our vision and empowers us to offer new possibilities in our communities. Reshaping Access What is access? It’s offering more sites of care than any other health system in the Midwest. But there’s a new frontier. Access is exploring the latest technologies to deliver care to patients exactly where they are and exactly when they need it Inspiring Professionals With our dynamically inclusive workforce and strong connections to the places where we live and work, we’ll touch more lives and contribute to stronger and more vibrant communities. Transforming Care We’re redefining the standard for care with world-class doctors and caregivers, innovative solutions, outstanding outcomes, and leading-edge research and clinical trials. Combined, Advocate and Aurora are recognized for clinical excellence in: Cardiovascular Care Neurosciences Gynecology Oncology Pediatrics Primary Care Neurology Geriatrics Trauma Care