Aurora Health Care · 4 hours ago
Patient Service Representative Lead
Lake Geneva, WI
Full-time
Onsite
Entry, Mid Level
$21/hr - $32/hr
2+ years expAurora Health Care is a healthcare organization seeking a Patient Service Representative Lead. This role oversees daily activities in the patient service area, ensuring compliance with department standards and policies while providing leadership and support to the patient services staff.
Health Care
Responsibilities
Oversees the daily activities of the patient service area to ensure department standards are met
Educates staff of any changes pertinent to their roles
Orders supplies according to budget guidelines and department needs
Identifies staffing needs and communicates those needs to leadership
Ensures all personnel department policies and procedures are followed
Acts as a resource to patient services staff, which includes training/orienting, providing day-to-day work direction, and giving input on performance
Assigns, monitors and reviews progress and accuracy of work, directs efforts and provides guidance on more complex issues/concerns
May generate daily staff work schedules to provide maximum efficiency and patient throughput (i.e. daily work assignments; break and lunch schedules; training and team meeting schedules)
Shifts staffing to accommodate peak patient volume hours
Assists with human resource responsibilities, which may include interviewing and selection of new employees, staff development, resolution of employee concerns, and employee engagement
Assists in interpreting department policies and procedures and advises and updates staff on procedural changes
May support payroll and time-keeping activities
Creates the initial electronic health record that serves as the foundation of the patient medical record that is utilized by all members of the healthcare team
Prevents creation of duplicate medical records that can cause treatment safety issues and billing problems
Follows and ensures compliance with the mandate of the organization’s accrediting bodies to use identifiers to positively identify a patient prior to the delivery of patient care to ensure patient safety
Checks in and registers patients; obtains and verifies complete demographic, guarantor, and insurance information; discusses and collects co-pays and other out-of-pocket patient responsibilities
Obtaining accurate information at the point of registration helps ensure timely payment to the organization and prevents billing issues and patient complaints
Maintains complete confidentiality regarding patient personal/financial information and medical records in accordance with the Health Insurance Portability and Accountability Act (HIPAA)
Knows insurance basics and recognizes commercial and government plans
Understands which plans AAH contracts with and when a statement of financial responsibility is needed
Understands and discusses financial information and obligations with patients
Knows how and when to refer patients to Financial Advocates
Has knowledge of which rules, forms and questions must be enforced to make sure AAH remains compliant with government agencies and regulations
Obtains patient or guarantor signatures as required
May schedule patient appointments; may also coordinate cancellations, reschedules, wait list requests, and recall requests
Provides accurate, detailed information regarding test preparations, patient arrival time, medication/food/beverage consumption guidelines, check-in procedures, directions to facility, etc
May perform visit closure, including checking out patients after their visit, scheduling follow-up appointment(s), and providing patients with the after-visit summary
Maintains excellent public relations with patients, families, and clinical staff as well as demonstrates a willingness and ability to work collaboratively with others for concise and timely flow of information
Proactively communicates issues involving customer service and process improvement opportunities to management
Creates a welcoming and professional environment for our patients and visitors by demonstrating extraordinary customer service
Greets patients and visitors and responds to routine requests for information
Answers telephone, screens calls, and takes messages
Offers various assistance to patients to include: arranging transportation needs, providing directions, locating a wheelchair, coordinating interpreter services, etc
Monitors and works assigned electronic health record work queues, following the department’s approved process
Assists in directing and coordinating the daily operations of the Patient Access Services function
Aids staff as necessary to ensure compliance with department policies and procedures
Assists leadership with staffing oversight, key performance and reporting analysis, QA process and other duties as assigned
Qualification
Required
High school diploma or GED
Two years of experience in either Patient Access or any of the following related experience; general physician office support or billing office, insurance office, customer service/hospitality, or call center (any industry)
Demonstrates the Advocate Health purpose, values and behaviors
Demonstrated ability to effectively act as a resource to other teammates
Ability to effectively communicate policies and procedures and provide coaching to teammates
Demonstrated leadership skills such as delegation, team building, managing multiple priorities, problem solving, and decision making
Analytical skills including the ability to facilitate data collection to be used for current operations and future planning
Demonstrated ability to lead a team by motivating and facilitating teammate professional growth and development
Ability to work in a high profile and high stress area, working independently to set and meet deadlines, multitask and prioritize work. Must be able to handle large workloads with many interruptions in a fast-paced environment without direct supervision
Strong attention to detail and accuracy
Excellent customer service skills in a variety of situations. Must have excellent service recovery skills
Excellent communication (written & verbal), customer service and interpersonal skills, ability to effectively communicate with a variety of patients, visitors, staff and physicians in a pleasant professional demeanor
Ability to collaborate with physicians and clinical team members to ensure all patient needs are met
Educate patients on the insurance coverage aspect of their care including managing the discussion for services that will not or may not be paid by their health plan
Interact with physicians and their staff to resolve issues related to the patient care
Collect and manage payments including cash payments and follow security related to cash handling
Strong understanding and comfort level with computer systems. Demonstrated technical proficiency including experience with insurance verification/eligibility tools, EPIC electronic medical record, patient liability estimation tools, electronic email, Microsoft Office, internet browser and phone technology
Understanding of basic medical and insurance terms and abbreviations typically used in a patient scheduling and registration process
HIPAA-compliant and knowledgeable of applicable state and federal rules/regulations. Ability to handle sensitive and confidential information according to internal policies
General understanding of health insurance: Medicare, Medicaid, managed care, and commercial payers. Knowledge and ability to articulate explanations of Medicare/HIPAA/EMTALA rules and regulations and comply with updates on insurance pre-certification requirements
Excellent organizational skills
Preferred
May assist with additional duties, including but not limited to orientation and training for patient services teammates; patient communications, including patient dismissals; participating in committees or quality improvement projects; supporting clinicians' quality metrics; and editing of clinicians' schedules
Company
Aurora Health Care
At Aurora Health Care, helping people live well is what drives us – it’s our purpose and what we do every day.
10001+ employees
H1B Sponsorship
Aurora Health Care has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2024 (1)
2023 (1)
2022 (2)
2021 (1)
2020 (1)
Funding
Current Stage
Late StageLeadership Team
Kristie Geil DNP, RN, CENP
Area VP/CNO Aurora Health Care, South Wisconsin, VP/CNO Aurora Medical Center Kenosha
Carla LaFever
Chief Clinical Services Officer
Recent News
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