Patient Service Representative I Hospital

Advocate Health • Oshkosh, WI

5d • $21 - $31

About The Position

A Patient Service Representative (PSR) is often a patient’s first impression of Advocate Health and supports the foundation of Revenue Cycle functions. The role accurately captures patient demographic, insurance coverage, and financial responsibility information, helping prevent revenue loss, support operating margins, meet regulatory requirements, and optimize patient satisfaction. The PSR connects departments to support the patient experience and the organization’s financial success and often works without direct supervision.

The position checks in and registers patients, verifies information, discusses and collects patient payments, supports scheduling when needed, provides information and assistance to patients and visitors, and monitors assigned electronic health record work queues. The role maintains confidentiality and follows applicable organizational, state, and federal requirements. It is a casual, as-needed position requiring at least three shifts per month, with weekend availability, holiday rotation, and flexibility to work first, second, or third shifts.

The work takes place in a normal office environment with significant patient and public contact, and possible exposure to ill or contagious patients. The role may require travel and exposure to weather and road conditions. Physical demands include frequent transitions between sitting and standing, extended periods of sitting or standing, mobility throughout the workday, lifting, pushing and pulling, escorting patients, and fine motor keyboard use. CPR certification or notary training/licensure may be required depending on location or service line.

Requirements

• High school graduate.
• No prior experience required.
• Demonstrate Advocate Health’s purpose, values, and behaviors.
• Ability to work independently in a high-profile, high-stress area, set and meet deadlines, multitask, prioritize, and handle a large workload with frequent interruptions and limited direct supervision.
• Strong attention to detail and accuracy.
• Excellent customer service and service recovery skills.
• Independent thinking and problem-solving skills, including judgment to triage issues and concerns.
• Excellent written, verbal, communication, customer service, and interpersonal skills; ability to communicate professionally with patients, visitors, staff, and physicians.
• Ability to educate patients about insurance coverage, including discussing services that may not be covered by their health plan.
• Strong computer-system understanding and comfort, with technical proficiency in relevant registration and office tools.
• Understanding of basic medical and insurance terms and abbreviations used in scheduling and registration.
• HIPAA-compliant handling of sensitive and confidential information, with knowledge of applicable state and federal rules and regulations.
• General understanding of Medicare, Medicaid, managed care, and commercial health insurance; ability to explain Medicare, HIPAA, and EMTALA rules and comply with updates to insurance pre-certification requirements.
• Excellent organizational skills and ability to act effectively as a resource to other staff.
• Ability to work a flexible schedule when needed to meet department needs.
• Ability to transition frequently between sitting and standing, remain mobile, stand and sit for extended periods, and use fine motor skills for keyboard data entry.
• Ability to frequently lift up to 10 pounds, occasionally lift 20 pounds or more, and push or pull up to 50 pounds with assistance.
• Ability to escort patients and operate equipment necessary for the job.
• Ability to meet sensory requirements involving vision, hearing, touch, and clear speech.
• CPR certification may be required depending on service location; notary training or licensure may be required depending on service line or facility.
• Availability for weekend work and holiday rotation; minimum of three shifts per month.

Nice To Haves

• Experience with insurance verification or eligibility tools, EPIC electronic medical record, patient liability estimation tools, electronic email, Microsoft Office, internet, and phone technology.

Responsibilities

• Create initial electronic health records, avoid duplicate medical records, and use required patient identifiers before care is delivered.
• Check in and register patients; obtain and verify demographic, guarantor, and insurance information; discuss and collect copays and other patient financial responsibilities.
• Maintain confidentiality of patient personal, financial, and medical information in accordance with HIPAA.
• Recognize commercial and government insurance plans, understand contracted plans and financial responsibility requirements, discuss patient financial obligations, and refer patients to Financial Advocates when appropriate.
• Enforce applicable rules, forms, and questions required for compliance; obtain patient or guarantor signatures as required.
• Schedule appointments when needed and coordinate cancellations, rescheduling, wait-list requests, and recall requests.
• Provide accurate information about test preparations, arrival times, medication and food or beverage guidelines, check-in procedures, and directions to facilities.
• Welcome patients and visitors, provide professional customer service, answer routine information requests, answer and screen telephone calls, and take messages.
• Assist patients with transportation arrangements, directions, wheelchairs, interpreter services, and other needs.
• Monitor and work assigned electronic health record work queues according to the department’s approved process.
• Collect and manage payments, including cash, and follow cash-handling security procedures.
• Interact with physicians and their staff to resolve issues related to patient care.
• Respond quickly to patient medical status changes and emergencies in clerical areas.
• Escort patients to nursing units or outpatient departments as necessary.

Benefits

• Paid Time Off programs.
• Medical, dental, vision, life, and short- and long-term disability benefits, subject to eligibility.
• Flexible Spending Accounts for eligible health care and dependent care expenses.
• Adoption assistance and paid parental leave, subject to eligibility.
• Defined contribution retirement plans with employer match and other financial wellness programs.
• Educational Assistance Program.
• Competitive compensation, with premium pay such as shift or on-call pay for eligible positions and incentive pay for select positions.
• Opportunity for annual increases based on performance.
• Career development programs.

What This Job Offers

• Job Type: Part-time
• Career Level: Entry Level
• Education Level: High school or GED