Patient Services Representative

About DCHD:

Mission: To protect and promote healthier lifestyles through prevention and education.

As a certified health department, the Douglas County Health Department is responsible for several programs as well as many other public health services. Programs are grouped into divisions relating to either nursing, environmental health or health education. All programs have an educational component. The goal of this department is to increase the awareness and number of persons reached in this educational process.

Benefits:

• 13-15 Paid Holidays
• Vacation
• 3 days of Personal Time
• Accrual of 1 sick day per month (rollover)
• Employer paid employee health insurance premium
• Illinois Municipal Retirement Fund (IMRF)
• Dental/Vision
• Life Insurance

Compensation: The full salary range for this position is $16.00 to $21.00. The anticipated starting salary is $16.00 - $19.00, depending on the selected candidate’s directly related experience, education, licensure, certifications, and overall qualifications, as well as internal equity and available funding. An exceptionally qualified candidate may be considered above the anticipated starting range, but within the full approved salary range.

Position: Patient Services Representative

Working hours: 35 hours/week

Monday through Friday (flexibility within clinic hours)

Salary: Nonexempt $16.00-$19.00/hour

Job Summary:

The Patient Services Representative supports clinic operations by coordinating patient registration, insurance eligibility verification, checkout, and payment collection. This position uses Athena to maintain accurate patient and insurance information and support timely, accurate billing. The representative works closely with clinical and billing staff while providing welcoming, respectful, and confidential patient service.

Duties/Responsibilities:

Insurance Eligibility and Financial Assistance

• Verify insurance eligibility and benefits before appointments and update information as needed.
• Identify applicable copayments, deductibles, coinsurance, and coverage limitations.
• Identify referral or authorization requirements and communicate them to appropriate staff.
• Notify patients of coverage concerns and anticipated financial responsibilities before services whenever possible.
• Assist patients with financial assistance or sliding fee applications, including collecting required income documentation.

Medical Patient Checkout and Payment Collection

• Complete patient checkout and schedule follow-up appointments as directed; provide dental checkout coverage when assigned.
• Review account information and collect applicable copayments, patient payments, and outstanding balances according to department procedures.
• Explain account balances and payment expectations clearly and respectfully.
• Enter payments accurately in Athena and provide receipts.
• Communicate available payment options and refer requests for payment arrangements to appropriate staff.
• Reconcile daily collections and promptly report discrepancies.
• Document payments, collection attempts, and follow-up needs accurately.

Medical Billing Support

• Review registration and insurance information for completeness and accuracy to support timely billing.
• Monitor assigned Athena billing work queues and resolve missing or incorrect patient or insurance information in a timely manner.
• Correct demographic and insurance errors that delay claim processing.
• Respond to routine patient billing questions; refer complex account disputes, insurance denials. Aging balance, and unresolved claims to designated billing staff.
• Coordinate with clinical staff, Office Manager, and designated billing staff to resolve routine billing issues and support accurate, timely claim processing.

Patient Registration and Scheduling (Cross – Training/Secondary Responsibility)

• Greet patients, answer telephone calls, schedule appointments, and respond to routine questions as needed.
• Verify and update patient demographic, contact, and insurance information in Athena.
• Obtain required registration forms, signatures, insurance cards, and supporting documentation.
• Communicate scheduling changes, patient needs, and registration concerns appropriate staff.

Teamwork and Confidentiality

• Protect patient confidentiality and handle health and financial information according to department policies and applicable requirements.
• Collaborate with clinical, administrative, and billing staff to support efficient patient service.
• Participate in required training and maintain proficiency in assigned Athena workflows.
• Provide front desk coverage across department programs as assigned.
• Perform other related duties as assigned.

Qualifications and Requirements:

• Regular predictable attendance is required.
• Familiarity with insurance terminology and patient financial responsibility are preferred.
• Strong communication, organizational, and customer service skills.
• Accurate data entry, basic math, and payment-handling skills.
• Ability to discuss financial matters professionally and sensitively.
• Ability to manage competing priorities, maintain confidentiality, and follow through on unresolved issues.
• Ability to work independently and collaboratively with a multidisciplinary team.
• Bilingual preferred.

Performance and Accountability

• Complete assigned checkout and routine billing tasks accurately and within established timeframes.
• Balance and document daily patient collections, promptly escalating discrepancies to the Office Manager.
• Participate in training and performance reviews covering payment accuracy, assigned billing queues, and medical/dental cross-training.
• Maintain clear documentation of patient communications and account updates.

Education and Experience:

• High school diploma or equivalent required.
• Experience in customer service, a medical office, patient registration, insurance verification, or payment collection preferred.
• Experience with Athena or another electronic health record or practice management system preferred.

Physical Requirements and Working Conditions:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disability to perform the essential functions.

• DCHD is a smoke-free and drug-free workplace in compliance with federal guidelines.
• Indoor clinic setting with frequent patient interaction, interruptions, and potential exposure to communicable illnesses. Requires handling confidential information and assisting patients who may be ill or upset.
• Prolonged computer and telephone use; sitting, standing, and moving within the clinic; occasionally lifting up to 15 pounds. Essential functions may be performed with or without reasonable accommodation.

The Douglas County Health Department is committed to fostering, cultivating, and preserving a culture of diversity, equity, and inclusion. We embrace and encourage our employees' differences in age, color, disability, ethnicity, family or marital status, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion, sexual orientation, socio-economic status, veteran status, and other characteristics that make our employees unique.

Our employment practices are rooted in our dedication to equal opportunity for all individuals. We are proud to be an equal opportunity employer and do not discriminate in employment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, genetic information, or any other status protected by applicable federal, state, or local law.

All employment decisions at the Douglas County Health Department are based on business needs, job requirements, and individual qualifications, without regard to the above-listed characteristics. We provide a work environment free of harassment and retaliation and ensure compliance with all applicable laws that protect the rights of applicants and employees. Our policies reflect and affirm the department's commitment to the principles of fair employment and the elimination of all discriminatory practices.

If you require assistance or accommodation during the application process due to a disability, please contact the Human Resources Department at 217-253-4137 X 1207.