Patient Service Representative

The Patient Service Representative II (PSR II) plays a key role in delivering excellent customer service and administrative support within a clinic or physician office environment. This position is responsible for managing patient registration, handling escalated issues, and ensuring smooth clinic operations. The PSR II will also serve as a mentor to less experienced Patient Service Representatives and assist in the development of standard operating procedures. The role requires excellent communication, problem-solving skills, and the ability to work under pressure while interacting with pediatric patients, families, and healthcare staff.

Key Responsibilities

• Patient Registration & Service:

  • Perform pre-registration and full registration tasks for patients.
  • Handle patient inquiries and escalate or resolve complicated issues related to workflows.
  • Serve as a resource and mentor for Patient Service Representative staff, ensuring consistency in department operations.

• Operational Support:

  • Assist in quality improvement activities and monitor front-end collections.
  • Reconcile the Epic cash drawer and process deposits for collections as appropriate.
  • Prepare physicians' session logs and track time-in/time-out for billing purposes.
  • Monitor staffing levels and assist with addressing variances in daily staffing.
  • Order and manage supplies within your scope of responsibilities.

• Epic System & Documentation:

  • Serve as an Epic Super User and tester, ensuring the proper use of the system.
  • Help develop and implement Standard Operating Procedures (SOPs).
  • Maintain the Physicians Sessions log to track and document session hours for billing.
  • Ensure accurate collection data is entered on the Collection Dashboard for HB/PB optimization.

• Collaboration & Communication:

  • Work closely with the Manager and PSR III on staffing issues and daily operations.
  • Coordinate information distribution to practice plans and other departments as needed.

• Additional Duties:

  • Other administrative duties as assigned by the department.

Education & Qualifications

• Required:

  • High School Diploma or GED.
  • Minimum two years of experience in a clinic or physician office environment.
  • Knowledge of insurance coverages and managed care requirements.

• Preferred:

  • Some college coursework.
  • Experience with Epic software and administrative functions in healthcare settings.

• Skills:

  • Strong communication and listening skills.
  • Ability to handle multiple decision-making tasks.
  • Proficient in Microsoft applications, especially Outlook.
  • Ability to work effectively in high-pressure environments and manage stressful situations.
  • Strong interpersonal skills to interact with pediatric patients, families, and healthcare professionals.

Benefits

For full-time and part-time employees who work 20 or more hours per week, the following benefits are offered:

• Medical, dental, and vision insurance
• Employer-paid group term life and disability insurance
• Employer contributions to Health Savings Accounts
• Flexible Spending Accounts
• Paid Time Off (PTO), paid holidays, and paid parental leave
• 403(b) retirement plan with 5% employer match
• Voluntary benefits including supplemental life, AD&D, critical illness, accident, and hospital indemnity coverage
• Tuition assistance and student loan support
• Adoption benefits and backup childcare/eldercare
• Employee Assistance Program (EAP) and specialized behavioral health services
• Discounts on services at Lurie Children's facilities