Position Highlights:

• Position: Patient Service Representative

• Location: Swedish Hospital, Chicago, IL

• Full Time

• Hours: Monday-Friday

• Required Travel: None

What you will do:

Assists in the delivery of health care and patient care management by performing various office duties.  Provides scheduling and registration service for providers, patients within the department, needing services, procedures, tests and appointments. Ensures appropriate reimbursement for services.  Provides outstanding customer service and satisfaction ensuring all patients feel welcome. Enables easy, convenient access to the services they need in a friendly, efficient and timely manner.

RESPONSIBILITIES

Essential Functions

Demonstrates a commitment to the mission of Swedish Hospital and demonstrates a patient service orientation that adheres to all responsibilities and standards of the hospital and Swedish Medical Associates.

Primary Duties

• Demonstrates professional and customer service focused behavior at all times, including manner of communication, responsibility, and appearance. 

• Answers high volume of incoming calls promptly, courteously, and in a caring friendly manner, ensuring outstanding customer service at all times.

• Conveys messages, coordinates provider and patient schedules and other related information to others as appropriate to maintain effective working relationships in the delivery of patient care.

• Greets all patients friendly, courteously and respectfully; registers patients, obtains copyof insurance cards – front and back, instructs patients on filling out patient registration forms, verifies insurance information and communicates financial policy.

• Accurately, appropriately and efficiently schedules appointments, tests, procedures and other services.

• Uses appropriate etiquette and telephone procedure when placing, receiving andtransferring calls. 

• Maintains a clean and neat workstation/environment.

• Maintains the strictest patient and personal confidentiality.

• Floats to other provider offices as needed.

• Responsible for medical record maintenance and front office record keeping procedures.  Maintains patient files, records and other information; files all incoming patient record documents in designated location in patient records. Create new charts for patients according to specifications, pull charts for appointments, forms when necessary, check charts for neatness and completeness. Copies medical records for release and appropriately documents the release following proper policy and procedures.

• Responsible for directing all incoming mail.

• Advises patient of any insurance authorization and referral requirements. Ensures timely transfer of registration information to ensure financial clearance and appropriate reimbursement.

• Responsible for front end billing operations and cash management.  Advises patients of the financial policy.  Collect payments and co-pays, deductibles and communicates/counsels patients, with an attempt to collect, on outstanding patient balances at the time of service.  Enters charges into system.  Issues systems generated receipts for money collected at the time of service. Follows guidelines for payment plans on outstanding balances.

• Responsible for closing the cash drawer at the end of the day.  Balancing the money collected at the end of the night and balancing the collection sheet.

• Responsible for entering physician charges.   

• Observes department policies and procedures, environment and infection control standards.  Communicates policies, regulations, standard to other staff, patients and visitors to ensure compliance.  Observes OSHA regulations including principles of standard precautions.  Ensures waiting room, bathrooms, medical record area, and other non-clinical patient areas are free of refuse and potentially hazardous items.

• Performs other duties as requested by supervisor.

PATIENT CARE/AGE SPECIFIC RESPONSIBILITIES AND QUALIFICATIONS

The incumbent must possess the ability to deal effectively all age groups from newborns to the elderly.

What you will need:

Education:

• High school diploma or equivalent required prefer two or more years of college courses.

Experience:

• Experience 1-2 years in a provider’s office or an ambulatory care setting.

• Minimum six months experience in clinical front office setting, knowledge of hospital scheduling, or one year in physician office scheduling.

• Excellent interpersonal communication and public relation skills.

• Expert knowledge of medical terminology.

• Knowledge of clinical office or department general policies and practices.

• Keyboarding at 45 wpm.

• Working knowledge of computers.

• Knowledge of third-party payers and managed care contract reimbursement requirements.

• Ability to interact positively and effectively with multiple departments.

• Ability to use good judgment and utilize independent decision-making skills to effectively problem solve, resolve issues and facilitate department efficiency and productivity.

• Ability to prioritize and organize tasks and to maintain flexibility in response to constantly changing demands.

LICENSE/CERTIFICATION

• N/A

MANAGEMENT RESPONSIBILITY

• N/A

INTERNAL AND EXTERNAL CONFLICTS

• Frequent contact with patients and patient’s family, visitors, employers, providers, nurses, and insurance companies.

ENVIRONMENT

• Requires full range of body motion including handling and lifting of patients, manual and finger dexterity and eye-hand coordination 100% of the time.

• Involves standing and walking 50% of the time. Sitting 50% of the time.

• Occasionally lifts and carries items weighing up to 40 lbs. 5% of the time.

• Requires normal visual acuity and hearing 100% of the time.

• Potential Risk to blood borne exposure 100% of the time.

Benefits:

• Career Pathways to Promote Professional Growth and Development

• Various Medical, Dental, and Vision options

• Tuition Reimbursement

• Wellness Program Savings Plan

• Health Savings Account Options

• Retirement Options with Company Match

• Paid Time Off and Holiday Pay

• Community Involvement Opportunities