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.

Principal Responsibilities

The Patient Services Representative:

1. 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.
2. Facilitates the check-in process including registration of patients, verifying insurance information, collecting demographic data, and checking registration forms for completeness and accuracy.
3. Identifies and resolves patient and family issues including follow through to ensure resolution.
4. Posts patient payments, issue receipts, and completes necessary cash reports for daily and monthly accounting.
5. Schedules patient follow-up appointments.
6. Allocates patients into available time slots as dictated by the clinician template and protocols.
7. Scan and fax patient documents.
8. Perform all other duties that may be assigned in the best interest of the Shirley Ryan AbilityLab.

Required Skills Required Experience

1. High school diploma or equivalent.  College or post-high school technical training desired.
2. Bilingual- English & Spanish fluency
3. Minimum 3 years of experience in a general office environment with gradually increasing responsibility.
4. Understanding of healthcare operations and the crucial role this position plays for delivering world-class access.
5. Understanding of basic guidelines related to health insurance, including HMO’s.
6. Exceptional customer service, communication and interpersonal skills necessary to interact on a daily basis with internal/external customers in various circumstances.
7. Effective communication skills focusing on consistent email communication and follow up as well as relaying appropriate information in a timely, comprehensive and accurate manner.
8. Ability to solve problems diplomatically and efficiently.
9. Demonstrate strong organizational skills, high level of attention to detail, follow through and active listening.
10. Proficiency in Microsoft applications: intermediate level skills in the use of Outlook, Word, and Excel; basic level skills in the use of PowerPoint.
11. 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.).

Reporting Relationships

Reports directly to the Business Support Manager

Working Conditions

Normal office environment with little or no exposure to dust or extreme temperature.

About Shirley Ryan AbilityLab

Shirley Ryan AbilityLab is the first-ever "translational" research hospital where clinicians, scientists, innovators and technologists work together to advance Human Ability.

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.

Shirley Ryan 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.

EDUCATION:

• Pursuing a Bachelor’s degree in Mechanical or Industrial Engineering, Computer Engineering or a financial degree with a minimum GPA of 3.0.
• Junior or Senior Level status as of September 2020.

EXPERIENCE:   

• Previous co-op or internship experience preferred.
• Demonstrated proficiency in MS Office Suite. (Microsoft Access a plus)
• Interpret drawings and basic understanding of GD&T.
• Knowledge of working with databases of multiple formats (Oracle and/or File Maker Pro preferred).
• Understanding of internal combustion engine construction preferred.

REQUIREMENTS:

• Excellent verbal and written communication and presentation skills.
• Interest in Mechanical, Industrial or Manufacturing Engineering career path in automotive industry.
• Interest in automotive tier 1 component industry.
• Strong motivation to drive results.
• Ability to establish and manage multiple priorities in a dynamic environment.
• Strong analytical skills necessary to plan and prioritize own work and complete work on schedule.
• Ability and drive to solve problems and suggest proactive solutions.
• Permanent work authorization in the U.S.