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Advocate Aurora Health - Buffalo Grove, IL
posted 2 months ago
Full-time - Entry Level
Buffalo Grove, IL
1,001-5,000 employees
Hospitals
About the position
The Patient Services Representative is responsible for providing high-quality service to patients at Advocate Aurora Health. This role involves greeting and registering patients, coordinating appointments, answering inquiries, and ensuring accurate billing and medical record management. The representative plays a crucial role in enhancing patient experience and maintaining efficient operations within the healthcare facility.
Responsibilities
- Greets and accurately registers patients in the EMR system, verifying essential billing and demographic information.
- Coordinates scheduling of patient appointments (phone and in-person requests) accurately and efficiently.
- Answers multiple incoming telephone lines, determining the appropriate recipient of the call or message and referring them promptly.
- Distributes communications accurately based on practice protocol, including pagers, faxes, and emails.
- Resolves a variety of patient questions, including HMO referrals, billing inquiries, and queries about services and test results; refers complex issues to practice manager or clinical staff as appropriate.
- Schedules future appointments and requisitions for laboratory tests, radiology procedures, and other special diagnostic tests as needed.
- Notifies patient care area when a patient has arrived and is ready to be seen, attending to waiting patients in reception.
- Accurately identifies type of insurance from the card, understands different types of payers, and verifies eligibility if necessary.
- Performs other related duties as required.
Requirements
- High school diploma or equivalent.
- One to two years of related customer service experience.
- Experience handling difficult callers/customers/patients.
- CRT/PC experience in a customer service setting.
- Working knowledge of eClinicalWorks and scheduling sections of the eClinicalWorks system preferred.
- Strong communication skills.
- Ability to solve problems posed by callers seeking referrals, appointments, billing issues, and clinical information.
