Bilingual Patient Services Representative

Howard Brown Health is a nationally recognized leader in LGBTQ+ health and wellness. Our commitment to inclusive and affirming care has made us a cornerstone of the Chicago community. At Howard Brown, we believe in providing holistic, patient-centered care that empowers individuals and enriches lives.

Why Join Us?

• Be part of a mission-driven organization dedicated to health equity and social justice.
• Work in a supportive, inclusive, and culturally competent environment.
• Access to continuous learning opportunities and professionaldevelopment.
• Comprehensive benefits package.
• Contribute to groundbreaking health initiatives and research.

• Employer-sponsored health, dental, and vision insurance with two PPO plans and an HMO plan.
  
  • BCBS HMO, PPO, and PPO Select Plans
  • BCBS Dental

• • BCBS Vision
  
  
• Paid Time Off:
• • 3-weeks paid vacation and 1-week of personal time
  • 12 accrued sick days per year
  • 10 paid holidays, including Juneteenth
  • PTO Exchange allows employees to turn unused PTO into liquid assets
• 401k program with up to 5% employer match after 90 days
• Employer-paid basic life insurance valued at one times the annual salary
• Voluntary Life and AD&D, and Short-term and Long-term disability
• Pre-tax commuter and parking benefit account
• Flexible Spending Accounts for healthcare and dependent care
• Tuition Reimbursement and Student Loan Forgiveness Programs; NHSC & PSLF
• Employee Assistance Program with 5 employer-paid counseling sessions
• 50% off at Brown Elephant Resale Shops and discounts at local businesses

• Greets and provides guidance to all Howard Brown Health (HBH) visitors with professionalism and creates customer loyalty.
• Notifies HBH staff of all visitors, takes messages, and provides basic referral information within the scope of knowledge and training.
• Screens patients and visitors for COVID-19, Monkeypox (MPV) and any other emerging infectious diseases by taking temperatures and asking appropriate screening questions.
• Records demographic, billing, and insurance information into the electronic medical records (EMR) system.
• Conducts financial assessments for patients applying for Sliding Fee, as described in the policy and procedures.
• Verifies insurance benefits for all new patients, and current patients on an annual basis and/or upon change of insurance coverage.
• Collects payments on patient account balances in the EMR, co-payments, and all applicable fees at time of patient/client visit.
• Schedules appointments for client/patient care including all follow-up appointments.
• Ensures that all patients and visitors follow appropriate PPE regulations and guidelines when entering the building and throughout their visit.
• Provides excellent customer service and answers all client, patient, and visitor questions and/or refers them to appropriate parties.
• Checks all patients in and out using the EMR system.
• Distributes and receives registration packets for clients and patients.
• Identifies uninsured patients and facilitates patient access to support services in collaboration with other HBH departments and troubleshoots insurance-related issues.
• Reviews, scans, and uploads identification and insurance cards for all visits.
• Ensures patient compliance with an agreed payment plan.
• Develops familiarity with Howard Brown Health's program and funding sources and communicates and enforces eligibility requirements to clients.
• Participates in agency-wide quality assurance and improvement, as needed.
• Maintains an efficient flow and timeliness of client/patient appointments and moves patients through each step using the EMR system.
• Maintains balanced cash banks for collection of patient payments in cash.
• Monitors claims error work queues related to missing/erroneous patient registration data to improve claims submission rate and collections.
• Maintains established department and billing policies, procedures, objectives, quality assurance, safety, environmental, and infection control and suggests revisions for process improvements.
• Participates as a team member with Medical Services staff and attends Medical Services meetings and continuing education in-services.
• Participates in the emergency preparedness plan as indicated in policies and procedures.
• Performs related duties as assigned.

• High school diploma/GED or equivalent is required, and 0-2 years of experience working in a customer service-related role.

• High school diploma/GED or equivalent is required, and 2-4 years of experience working in a customer service-related role. A Bachelor's degree or higher in a medical/ healthcare or related field may substitute the required experience on a year-for-year basis

• High school diploma/GED or equivalent is required, and 4-6 years of experience working in a customer service-related role. A Bachelor's degree or higher in a medical/ healthcare or related field may substitute the required experience on a year-for-year basis
• Experience with Microsoft Office and/or data entry is required for all levels.

• Ability to safeguard the confidentiality of medical charts/records, and comply with all local, state, and federal laws pertaining to medical records and protected health information
• Knowledge of and ability to comply with all HIPAA and other privacy and security regulations
• Excellent oral and written communication skills
• Ability to adhere to Howard Brown Health core values and customer service expectations
• Ability to travel between centers is required

• Basic knowledge of health insurance terms and concepts is preferred.
• Experience in electronic medical records and/or medical data entry is preferred.
• Knowledge and experience working with clients living with HIV and with diverse communities is preferred.
• Experience in linkage to care or case management is preferred.

• Requires ability to speak audibly and listen actively.
• Requires ability to use computers, telephones, and other office equipment.
• Requires ability to sit for extended periods of time.
• May require occasional bending and lifting up to 25 pounds.
• May require periodic travel.