Patient Service Representative; PSR

Overview

Advocate Health Care is seeking a Patient Service Representative to manage patient orders, billing, equipment tracking, and documentation processes. This role supports revenue recognition, customer service, and equipment maintenance.

• Completes patient order confirmations and modifications for equipment set up after initial ticket printing.
• Reviews paperwork for equipment setup packets to ensure all forms are complete, signed, and dated.
• Follows up on safety issues documented by drivers with patients, physicians, or management.
• Processes service maintenance tickets and schedules future service for rental equipment.
• Maintains knowledge of Medicare, Medicaid, HMO, managed care, and Advocate contract procedures.
• Verifies authorizations are in place for managed care clients for supplies and purchased items.
• Investigates sources of reimbursement.
• Proficient in computerized resources and data entry programs for patients with HME/RT needs (OnBase, Fastrack, Carenet, ERMA, Care Connection).
• Runs daily Confirmed Orders for Billing Report to identify and correct order entry errors.
• Direct bills entry for supply closet items dispensed at off‑site Advocate locations.
• Obtains diagnosis codes, reviews billing system, enters charges through Direct Billing entry.
• Completes monthly bulk billing to hospital cost centers for Direct Bill items not billed to insurance due to out‑of‑network payer.
• Works weekly Open Orders Report to investigate delays in confirmation and revenue collection.
• Confirms or deletes open orders after investigation and confirmation service was provided.
• Completes daily patient record retention and archive processes.
• Prepares documents for scanning, operates scanning equipment, indexes scanned documents, and stores or destroys per instructions.
• Prepares and works various reports to maintain accurate account information and status.
• Provides customer service support to internal and external customers resolving delivery, equipment, documentation, and reimbursement issues.
• Back‑up phone support for all AHCP departments and walk‑in patients.
• Other duties as assigned by manager.

• Education/Experience Required
• High School Diploma
• 3‑4 years office experience
• Understanding of third‑party payors, including Medicare, Medicaid, and private insurance companies
• Knowledge of medical terminology preferred
• Home‑care experience preferred
• Knowledge, Skills & Abilities Required
• Strong data entry ability
• Strong organization skills
• Strong detail orientation
• Strong customer service skills
• Able to work independently with minimal supervision