By joining our team, you’ll be part of our life-changing Mission and Vision. You’ll work in a truly inclusive environment where diversity and equity are championed through words and actions. You’ll contribute to an innovative culture that is second to none, one that embraces curiosity, discovery and compassion. You’ll play a role in something that’s never been done before as we integrate science and clinical care to help patients achieve better, faster outcomes — as we Advance Human Ability, together.

Job Description Summary

The Patient Services Representative greets and responds to the needs of incoming patients and families. The Patient Services Representative facilitates the flow of patient volume including patient check-in, check-out, scheduling appointments, and other Front Desk operations. The Patient Services Representative collects patient demographic and insurance information from patients.
The Patient Services Representative will consistently demonstrate support of the Shirley Ryan AbilityLab statement of Vision, Mission and Core Values by striving for excellence, contributing to the team efforts and showing respect and compassion for patients and their families, fellow employees, and all others with whom there is contact at or in the interest of the institute.
The Patient Services Representative will demonstrate Shirley Ryan AbilityLab Core Attributes: Communication, Accountability, Flexibility/Adaptability, Judgment/Problem Solving, Customer Service and Core Values (Hope, Compassion, Discovery, Collaboration, & Commitment to Excellence) while fulfilling job duties.

Job Description

The Patient Services Representative:

• Performs the daily operations of the clinic and Front Desk duties including: answering inbound calls, placement of outbound calls, monitoring of voicemail, scheduling initial and continuing appointments, registration and monitoring outpatient schedule to insure maximum capacity.

• Facilitates the check-in process including registration of patients, verifying insurance information, collecting demographic data, and checking registration forms for completeness and accuracy.

• Identifies and resolves patient and family issues including follow through to ensure resolution.

• Posts patient payments, issue receipts, and completes necessary cash reports for daily and monthly accounting.

• Schedules patient follow-up appointments.

• Allocates patients into available time slots as dictated by the clinician template and protocols.

• Scan and fax patient documents.

• Perform all other duties that may be assigned in the best interest of the Shirley Ryan AbilityLab.

Reporting Relationships
Reports directly to the Business Support Manager
Knowledge, Skills & Abilities Required

• High school diploma or equivalent. College or post-high school technical training desired.

• Minimum 3 years of experience in a customer service role/general office environment with gradually increasing responsibility preferred

• Understanding of healthcare operations and the crucial role this position plays for delivering world-class access.

• Understanding of basic guidelines related to health insurance, including HMO’s.

• Exceptional customer service, communication and interpersonal skills necessary to interact on a daily basis with internal/external customers in various circumstances.

• Effective communication skills focusing on consistent email communication and follow up as well as relaying appropriate information in a timely, comprehensive and accurate manner.

• Ability to solve problems diplomatically and efficiently.

• Demonstrate strong organizational skills, high level of attention to detail, follow through and active listening.

• Proficiency in Microsoft applications: intermediate level skills in the use of Outlook, Word, and Excel; basic level skills in the use of PowerPoint.

• Application of a variety of a variety of moderately complex computer PC software and office equipment (photocopier, printer, fax machine, scanner, calculator, multi-line phone, etc.).

Working Conditions
Normal office environment with little or no exposure to dust or extreme temperature.
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

Equal Employment Opportunity

ShirleyRyan AbilityLab is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.