Patient Service Representative I

Ann & Robert H. Lurie Children’s Hospital of Chicago provides superior pediatric care in a setting that offers the latest benefits and innovations in medical technology, research and family-friendly design. As the largest pediatric provider in the region with a 140-year legacy of excellence, kids and their families are at the center of all we do. Ann & Robert H. Lurie Children’s Hospital of Chicago is ranked in all 10 specialties by the U.S. News & World Report.

Location

Outpatient Center in Lake Forest

Job Description

Hours are M-F, 8 hour shifts, 5 days one week and 4 days one week of the pay

K.S.A.'s:

• High school diploma required. Some college preferred.
• Some knowledge of medical terminology, third party billing, and managed care requirements strongly preferred.
• Some knowledge of electronic medical record. 
• Proficient in Microsoft Word applications such as Outlook  and other computer skills preferred.
• Demonstrates a high level of customer service and interpersonal skills to effectively work with pediatric patients, families, physicians, nursing and other allied health and medical center personnel. Excellent communication/listening skills needed.
• Problem solving skills and ability to handle multiple priorities in fast paced environment.
• Ability to manage stressful situations appropriately.
   

Job Duties:

• Completes pre-registration as well as full registration as needed for families.
• Ensures eligibility information accurate.
• Obtain   patient/family Consents for Care, HIPPA, state & federal mandatory forms , Plain Language Summary as well as  any additional forms identified and enters them into Epic. 
• Queries for MyChart and Care Everywhere, as well as utilizing the Epicecare Link functionality as appropriate.
• Check system to see if referral is attached for  visit and is  appropriate for  visit.  If  able  assist familiy with referral for same same day service.
• Inform as well as collects payments as appopriate (estimates, copays, outstanding balances,  self pay etc) via CCF as well as  Health Fusion where applicable.
• Makes copies of insurance cards as appropriate.
• Ensure families receive appropriate intake forms and instructions to complete for visit. Print labels for clinical use and documents to be scanned. 
• Provides ID Band to patients as appropriate.
• Informs patient/families of any wait times or delays in service.
• Schedules appointments,(new, return, same day as well as  ancillary appointments) as needed.
• May be required to enter patient information in additional electronic systems.
• Adheres to organizational Power all principles.  
• Maintains confidentiality and HIPPA rules.
• Completes check-out procedures; prepares required forms for distribution. 
• Communicates with other Patient Service Representative staff and department team members to coordinate activities.
• Other job functions as assigned.
• Specific to Area Job Functions:
•  Patient Service Representatives that are scheduled in areas where ancillary testing is a part of the work flow, the below process should be included as part of the check-in process:
• Outpatient Lab:
• Requirement to enter and or  release lab orders
• Follow Epicare link process for orders 
• Ensures all paper orders are appropriate/ acceptable
• Enter  orders via written orders mode when presented with paper order
• Maintain all written orders as per process for scanning 
• Contacts referring provider when appropriate
• Enter notes in Epic regarding # of test and specific instructions
• Follow process for Research, Drop off, Miscellaneous Orders 
• Medical Imaging:
• Follow process for checking in patient
• Follow the Epice Care Link process
• Create and/or collect patient payment estimates 
• If paper order follow Written Order process
• Schedule appointment from  the order
• Contact referring physician when appropriate
• Outpatient Surgery:
• Follow process for patient admission via Optime workflow
• Collect co-payments  or deductibles for outpatient surgeries
• LCPC-TCP:
• Answers backline and patient phone lines (department specific), handles according to needs of caller
• Creates Recalls and Waitlist notifications when appropriate
• Completes daily No Show documentation and communicates with family to reschedule
• Documents and sends patient messages to providers via Epic in-basket
• Other job functions as assigned
   

Education

High School Diploma/GED (Required)