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Job Summary
As a Patient Service Representative at Advocate Health, you will play a vital role in ensuring the smooth operation of our medical office. Your primary responsibility will be to provide exceptional patient service, ensuring that patients receive timely and efficient care.
Key Responsibilities
• Greet and register patients accurately, verifying essential billing and demographic information.
• Coordinate scheduling of patient appointments, answering multiple incoming telephone lines and determining the appropriate recipient of the call or message.
• Distribute communications accurately, based on practice protocol, including pagers, faxes, and emails.
• Resolve patient questions and concerns, referring complex issues to practice management or clinical staff as needed.
• Schedule future appointments and requisitions, laboratory tests, radiology procedures, and other special diagnostic tests as required.
• Notify patient care areas when patients have arrived and are ready to be seen, ensuring timely and efficient care.
Billing Services
• Ensure accurate entry of billing information at the time of service, following established policies and procedures.
• Review encounter forms for accuracy and completeness, checking with physicians for missing information.
• Enter patient charges into the EMR system, batching encounter forms and balancing charges.
Medical Record Services
• Maintain accurate and timely medical records, upholding standards of the practice and medical group.
• Release information from records according to corporate policies and procedures, ensuring confidentiality and security.
• Ensure the availability of properly prepared patient medical records, daily schedules, and related forms.
Requirements
• High school diploma or equivalent required.
• One to two years of related customer service experience preferred.
• Experience handling difficult callers, customers, or patients required.
• Strong communication skills and ability to solve problems posed by callers seeking referrals, appointments, billing issues, and clinical information.
Working Conditions
• Ability to function in a high-volume, multiple-task environment, possibly in a crowded or closely shared workspace.
• Exposure to ill patients and ability to work under stressful conditions with demanding customers.
• Ability to lift up to 35 pounds without assistance, with patient handling equipment available for heavier lifts or patient assistance.
