Patient Service Representative II

Hourly Pay Range:

$ $ The hourly pay rate offered is determined by a candidate's expertise and years of experience, among other factors.

Position Highlights:

• Position: Patient Service Representative II - Surgical Oncology
• Location: Edward Hospital - Naperville, IL, Elmhurst Hospital - Elmhurst, IL and Plainfield Clinic
• Full Time | 40 hours/week
• Hours: Monday-Friday, 8am - 4:30pm, no weekends or holidays.

A Brief Overview:

• Under general supervision and according to established policies and procedures, responsible for providing the cancer center patients with timely and accurate pre-registrations, registrations, scheduled appointments, way finding, greeting, pre-certification, and medical information systems.
• Ensures that the appropriate demographic, clinical and third party reimbursement is accurately documented for all patients and ensures that all patients have appropriately scheduled appointments prior to ending phone call or patient departing the center.
• Assists with a variety of processes that include the patient referral process, physician and staff call schedule, preparation of tumor board cases and transcribing and distributing committee meeting minutes.

What you will do:

• Performs reception duties by welcoming patients and families with a smile, directing to appropriate areas and escorting when necessary and enters patients into the system upon arrival, notifying appropriate staff.
• Keeps lines of communication open and keeps patients and families updated on their flow in the care process.
• Ensures waiting rooms are kept neat and clean and ensures coffee, snacks, and reading materials are available.
• Diffuses tense situations and problem solves, keeps situations from escalating and has a calming effect on patients and families.
• Performs patient registration functions according to established policies and procedures:
• Pre-registers and registers patients into the hospital computer system by interviewing patients in person or over the telephone to obtain required registration information such as name, address, age, insurance information, etc.
• Secures all necessary signatures on consents, ABN, and other required forms and ensures all information recorded is complete and accurate.
• Scans insurance cards, IDs, insurance referrals, diagnostic orders, consents and authorizations in order to ensure correct billing and maximize reimbursement.
• Ensures timely entry of accurate and thorough demographic and insurance data into the hospital computer system.
• Performs insurance verification on all new patients and pre-certification prior to all new treatment starts according to protocol.
• Responds to patient's requests for information regarding billing and refers patient to financial counselors appropriately.
• Performs central scheduling duties which includes:
• Schedules physician consult, follow up and treatment appointments based on available time slots. If a need to overbook arises, must clear with leadership and physician prior to scheduling appointment.
• Schedules outpatient tests based on available time slots, patients' availability, physicians' orders, and type and length of time required to perform procedures and/or tests.
• Contacts physicians and physicians' offices to clarify orders for outpatient tests and resolves all discrepancies between Physician's Office, Oncologists and Therapists.
• Coordinates special tests with other hospital departments according to established procedures.
• Informs patients of required protocol prior to outpatient treatments according to established procedures.
• Organize patients to prevent delays and to ensure quality patient care and assists in patient care activities.
• Monitors the physician, nursing, and treatment schedule and room availability. Explains reasons for delay and offers options. Follows up promptly with patient and notifies appropriate staff when there is a backlog of patients and when patient complaints arise.
• Assists and contributes to the training of new employees.
• Organizes work load to comply with deadlines and priorities, works independently to complete routine department or unit duties and prepare routine correspondence, reports, forms and the like as assigned by management.
• Assists with the patient referral process for Genetic Counselor.
• Contacts providers' offices to request orders/referrals/records and follow-up on prior requests
• May call insurance companies to verify benefits for specific tests
• Arranges meetings and conferences, schedules appointments as requested.
• Records, transcribes and distributes minutes for committees as assigned.
• Prepares radiation physician and department staff call schedules.
• Prepares tumor board cases for radiation oncology physicians as requested.
• Conducts research on office products, vendors, articles, etc.
• Partners with the Administrative Assistant to coordinate volunteer schedules.

What you will need:

• Education: High School Diploma/GED, required.
• Experience: 1 year of registration or customer service experience in a healthcare setting, required.
• Skills: Strong computer proficiency, excellent telephone etiquette, ability to prioritize and be a multiple task oriented employee, knowledge of medical terminology and anatomy with keyboarding skills of 35-40wpm, and ability to take and transcribe meeting minutes.
• Certification: CPR through American Heart Association (AHA), required

Benefits (For full time or part time positions):

• Premium pay for eligible employees
• Career Pathways to Promote Professional Growth and Development
• Various Medical, Dental, Pet and Vision options
• Tuition Reimbursement
• Free Parking
• Wellness Program Savings Plan
• Health Savings