Patient Service Representative

Northwestern Memorial Hospital

Description

The Patient Service Representative reflects the mission, vision, and values of Northwestern Medicine, adheres to the organization’s Code of Ethics and Corporate Compliance Program, and complies with all relevant policies, procedures, guidelines, and all other regulatory and accreditation standards. The Patient Service Representative supports the service area by checking patients in and out of appointments. This role will consistently demonstrate exemplary customer service when assisting patients and guests.

Key Responsibilities

• Communicates with patients and guests, including greeting them upon arrival, confirming identity, and providing necessary information related to their visit.
• Completes check-in/out functions as directed.
• Confirms and updates patient identification and demographic/insurance information.
• Completes patient registration as needed.
• Obtains patient consents/authorizations.
• Collects co-payments, past due balances, and point of service payments.
• Posts payments, processes billing information, and performs “end of day” cash drawer closing.
• Keeps waiting area clean and comfortable.
• Informs patients of any delays or changes in appointment status.
• Schedules appointments as necessary.
• For PSRs in the Immediate Care Clinics (ICC), floats to other ICCs/departments.
• May perform other duties as assigned.

Requirements & Tech Stack

• High school diploma or GED equivalent.
• Zero (0) to two (2) years’ experience in a customer service position.

Preferred Qualifications

• Bachelor’s degree.
• Previous experience in a healthcare setting.
• Working knowledge of medical terminology.
• Bilingual.