Patient Service Representative

About the Role:


Seeking a detail-oriented Care Specialist. This position requires experience in accurately greeting and processing high volumes of patients, handling phone queues, managing insurance verification, and ensuring a seamless clinic flow. The ideal candidate will have a strong understanding of high-volume front desk operations, Athena 1, patient scheduling, and a high warmth factor for on-the-spot problem-solving.


Type: Full Time


Location: On-site in Des Plaines, IL


Shift: Rotating shifts Monday - Friday 6:30AM - 5:30PM (Plus 1 Saturday every ~6 weeks)


Pay: $21.00 - $24.00/hr


Qualifications:

• Experience: 1 year of medical or dental office experience.
  
  
• Must understand the difference between HMO/PPO and know terms like co-pay, co-insurance, and insurance verification portals (Availity).
  
  
• Experience needs to be at least within the last 2 years
  
  
• Education: High school diploma or equivalent.
  
  
• Technical Skills: Ability to learn or previous experience with EMR systems (Athena 1 preferred) and computer literacy.
  
  
• Knowledge: High proficiency in insurance verification to ensure accurate collections at check-in and handling strict phone metrics.

Key Responsibilities:

• Greet and process 60-100+ patients daily across a high-volume Surgery Center.
  
  
• Handle high-volume phone queues (900-1,000 calls/week) with a goal of answering in under 15-30 seconds.
  
  
• Verify insurance eligibility (HMO, PPO), check network status via Availity, and collect co-pays, self-pay payments, and balances.
  
  
• Rotate every 3 months between front-facing stations and back-office tasks like voicemails, emails, medical records, and sorting documents.
  
  
• Utilize Athena 1 EMR for accurate patient registration, documentation, and scheduling.
  
  
• Act as a "concierge" to solve patient issues on the spot without unnecessary callbacks.
  
  
• Maintain a high "warmth factor" by smiling through the phone and demonstrating professional verbal and written communication.
  
  
• Monitor and manage the flow of patients through the waiting area in a fast-paced environment.
  
  
• Embody core organizational values including unshakable positivity, a grab-a-mop mentality, and a drive to build a career in healthcare.

* We will consider for employment all qualified Applicants, including those with criminal histories, in a manner consistent with the requirements of applicable federal, state, and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance (FCIHO), Los Angeles Fair Chance Ordinance for Employers (ULAC), The San Francisco Fair Chance Ordinance (FCO), and the California Fair Chance Act (CFCA).


* As a job position within our Allied division, a successful completion of a background check may be required as a condition of employment. This requirement is directly related to essential job functions including but not limited to: providing direct patient care, accessing medical and confidential records, accessing and administering prescription medication or other drugs, working within a clinical setting, handling sharp instruments, conducting medical procedures, and working within departments that care for vulnerable populations, such as, minors, elderly and those with physical or mental disabilities. Due to these job duties, this position has a significant impact on the business operations and reputation, as well as the safety and well-being of individuals who may be cared for as part of the job position or who may interact with staff or clients.