About the job
The Patient Services Representative embodies the mission, vision, and values of Northwestern Medicine, adhering to the organization's Code of Ethics and Corporate Compliance Program while complying with all relevant policies, procedures, and regulatory standards.
- Conducts customer service functions within the medical practice office, ensuring that the highest level of service is delivered to patients and company representatives both over the phone and in person. Engages in essential business office responsibilities.
Key Responsibilities:
- Welcomes patients upon arrival, collects necessary patient information, and manages patient registration, which includes verifying insurance details and collecting co-pays along with outstanding balances.
- Updates and maintains patient demographic and company information for all patients.
- Handles phone inquiries and schedules appointments efficiently.
- Directs and accurately documents patient calls as needed.
- Coordinates external testing appointments for patients.
- Acts as a liaison between the patient and the medical practice.
- Provides additional support for appointment scheduling as required.
- Performs daily tasks in a manner that fosters an environment of patient safety and confidentiality.
- Completes daily reconciliation reports to ensure accurate charge entries.
- Prepares patient charts for upcoming appointments and files completed records daily.
- Files test and procedure results in the patient's medical records following physician approval.
- Collaborates with company representatives or potential employees to ensure appropriate services are delivered.
- Reviews Epic charts prior to patient visits, confirming that consents are up to date and insurance cards are valid.
- Processes all medical record requests from patients, insurance companies, physician offices, subpoenas, and legal requests in accordance with established protocols.