About the job
The Patient Services Representative embodies the mission, vision, and values of Northwestern Medicine (NM). This role requires adherence to NM's Code of Ethics and Corporate Compliance Program while ensuring compliance with all applicable policies, procedures, guidelines, and regulatory standards.
- Deliver exceptional customer service in the medical practice office, ensuring patients and company representatives receive the highest standard of care over the phone and in-person. Execute essential business office tasks.
Key Responsibilities:
- Warmly greet patients upon arrival, collect necessary patient information, and manage patient registration, including insurance verification and collection of co-pays and outstanding balances.
- Accurately gather and update patient demographic and company information.
- Answer phone inquiries and skillfully schedule appointments.
- Document and route patient calls as needed.
- Coordinate external testing schedules for patients.
- Act as a liaison between patients and the medical practice.
- Provide backup support for appointment scheduling.
- Conduct daily activities in a way that fosters patient safety and confidentiality.
- Complete daily reconciliation reports to ensure accurate charge entries.
- Prepare patient charts for upcoming appointments and file completed records daily.
- File test and procedure results in patient medical records after physician approval.
- Engage with company representatives to ensure appropriate services are delivered.
- Review Epic charts before patient visits to confirm that consents are current and insurance information is valid.
- Respond to medical record requests from patients, insurance companies, physician offices, subpoenas, and legal requests in accordance with established protocols.