Patient Service Representative II (PSR II) FLOAT - Level 1

Advocate Health and Hospitals Corporation • Spring Valley, WI

23d • Hybrid

About The Position

Join a dedicated team supporting patients across 13 Aurora Cancer Care clinics throughout the Greater Milwaukee area. This position plays a vital role in both reception/check-in operations and patient scheduling, ensuring a seamless experience for patients receiving oncology and hematology care. We are seeking a team member who is eager to learn the complexities of oncology and hematology scheduling, including treatment-related appointments, provider coordination, and referral workflows. The ideal candidate is adaptable, detail-oriented, and willing to learn the unique scheduling processes and operational nuances of multiple clinic locations. Clinic hours are Monday–Friday, 8:00 AM–5:00 PM. Scheduled shifts are 8:30 AM–5:00 PM. No weekends or holidays. A Level 1 PSR will float between 6 clinics within a specific region and a Level 2 PSR will float between all 13 clinics. Must have reliable transportation. Successful candidates will demonstrate flexibility, strong communication skills, exceptional customer service, and a desire to develop expertise in the specialized field of oncology and hematology scheduling while supporting patients and care teams across multiple clinic settings.

Requirements

• None Required (Licensure, Registration, and/or Certification)
• High School Graduate (Education)
• Typically requires 1 year of experience in providing customer service that includes experiences in patient scheduling, registration and department / medical clinic reception.
• Excellent customer service skills.
• Demonstrated ability to effectively act as a resource to other staff.
• Excellent communication (written and verbal) and interpersonal skills; ability to effectively communicate with a variety of patients, staff and physicians.
• Intermediate computer skills including experience in using personal computers; including Microsoft Office or similar applications, and electronic mail.
• Understanding of basic medical terms and abbreviations typically used in the patient scheduling and registration process.
• Training or experience in keyboarding/data entry with an emphasis on speed and accuracy.
• Excellent organizational skills.
• Ability to read and understand verbal and written instructions, and to sort and file information alphabetically and numerically.
• Ability to work in a fast paced environment with a strong attention to detail and accuracy.
• Must be able to sit for extended periods of time.
• Operates all equipment necessary to perform the job.

Nice To Haves

• Eager to learn the complexities of oncology and hematology scheduling, including treatment-related appointments, provider coordination, and referral workflows.
• Adaptable, detail-oriented, and willing to learn the unique scheduling processes and operational nuances of multiple clinic locations.
• Flexibility
• Desire to develop expertise in the specialized field of oncology and hematology scheduling while supporting patients and care teams across multiple clinic settings.

Responsibilities

• Greets patients and visitors and responds to routine requests for information.
• Answers telephone, screens calls, and takes messages.
• Registers patients; obtains demographic and insurance information; verifies insurance coverage, collects co-pays, deductibles, and previous balances; posts payments and updates demographic and insurance information; obtains prior authorizations when needed.
• Schedules patient appointments and coordinates cancellations, reschedules, and additions to schedules.
• Provides accurate, detailed information regarding test preparations, time patient to arrive, and any other directional information needed by patient.
• Coordinates the scheduling of more complex patient appointments, tests and procedures.
• Instructs the patient on pre and post-procedure protocols (i.e. medication guidelines, food / beverage consumption guidelines, check-in procedures, directions to facilities, etc.).
• Updates insurance, financial responsibility and other data when changes or additions occur, and communicates to patient as appropriate.
• Ensures insurance and patient information obtained is complete and accurate, applying acquired knowledge of government and third party payor requirements.
• Identifies, reports, and resolves problems regarding registration or authorizations to appropriate individuals and departments.
• Monitors patient flow to ensure they are cared for in the most efficient and courteous manner.
• Offers various assistance to patients to include: arranging transportation needs, providing directions, locating wheelchair, etc.
• Performs visit closure including checking out patients after visit, scheduling follow-up appointments, and providing patients with a visit summary.
• May educate patients, staff and providers regarding prior authorization requirements, payer coverage, eligibility guidelines, documentation requirements, and insurance changes or trends.
• Acts as a resource to patient services staff, resolving moderately complex patient concerns.
• Assists department leadership with orientation and training for patient services staff.

Benefits

• Paid Time Off programs
• Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability
• Flexible Spending Accounts for eligible health care and dependent care expenses
• Family benefits such as adoption assistance and paid parental leave
• Defined contribution retirement plans with employer match and other financial wellness programs
• Educational Assistance Program

What This Job Offers

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