Patient Service Representative Lead - OB/GYN - Full-Time - Park Ridge

Patient Service Representative Lead

When you join Advocate Aurora Health, you are joining one of the nation's largest nonprofit health systems, serving communities across Illinois and Wisconsin with a strong commitment to equity, excellence, and whole-person care.

At Advocate Aurora Health we are redefining how, when, and where care is deliveredbringing human kindness to every step of the health journey. Guided by our Purpose, "From discovery to everyday moments, we're redefining care for you, for us, for all," we are committed to lifting everyone up, thinking boldly together, and creating spaces where all belong and can thrive.

What Will You Do:

Schedule: Monday-Friday 8 hour shift 0645-530

As a Patient Service Representative Lead, you'll play a vital role on the care team supporting providers, connecting with patients, and helping ensure a seamless, compassionate experience every day.

As a key member of the ambulatory care team, you will:

• Oversees the daily activities of the patient service area to ensure department standards are met. Educates staff of any changes pertinent to their roles. Orders supplies according to budget guidelines and department needs.
• Identifies staffing needs and communicates those needs to leadership. Ensures all personnel department policies and procedures are followed.
• Acts as a resource to patient services staff, which includes training/orienting, providing day-to-day work direction, and giving input on performance. Assigns, monitors and reviews progress and accuracy of work, directs efforts and provides guidance on more complex issues/concerns.
• May generate daily staff work schedules to provide maximum efficiency and patient throughput (i.e. daily work assignments; break and lunch schedules; training and team meeting schedules.) Shifts staffing to accommodate peak patient volume hours.
• Assists with human resource responsibilities, which may include interviewing and selection of new employees, staff development, resolution of employee concerns, and employee engagement. Assists in interpreting department policies and procedures and advises and updates staff on procedural changes. May support payroll and time-keeping activities.
• Creates the initial electronic health record that serves as the foundation of the patient medical record that is 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 the Health Insurance Portability and Accountability Act (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 make sure AAH remains compliant with government agencies and regulations. Examples are: 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). Obtains patient or guarantor signatures as required.
• May schedule patient appointments; 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. May perform visit closure, including checking out patients after their visit, scheduling follow-up appointment(s), and providing patients with the after-visit summary.
• Maintains excellent public relations with patients, families, and clinical staff as well as demonstrates a willingness and ability to work collaboratively with others for concise and timely flow of information. Proactively communicates issues involving customer service and process improvement opportunities to management.
• Creates a welcoming and professional environment for our 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. Offers various assistance to patients to include: arranging transportation needs, providing directions, locating a wheelchair, coordinating interpreter services, etc.
• Monitors and works assigned electronic health record work queues, following the department's approved process.
• Assists in directing and coordinating the daily operations of the Patient Access Services function. Aids staff as necessary to ensure compliance with department policies and procedures. Assists leadership with staffing oversight, key performance and reporting analysis, QA process and other duties as assigned.

Where You Will Work:

• Location: Park Ridge, IL

We are Looking For:

Required Qualifications:

• High school diploma or equivalent.
• Two years of experience in either Patient Access or any of the following related experience; general physician office support or billing office, insurance office, customer service/hospitality, or call center (any industry).

Being Part of Something Bigger

At Advocate Health, your work mattersto patients, teammates, and the communities we serve. If you are passionate about care, teamwork, and making a meaningful difference every day, we would love to grow with you.

Apply today and help us redefine carefor all.