Patient Service Representative (PSR) - Clinic

Advocate Aurora Health • Two Rivers, WI

134d • $19 - $29

About The Position

The position is for part-time Front End Staff at the AMG Medical Office Building, requiring flexible hours with no weekends or holidays. The role is per diem/as needed, with a requirement to work 3 shifts per month and an opportunity to work more hours. The clinic operates from 8 am to 5 pm, and the pay range is $19.45 - $29.20.

Requirements

• High School Diploma or GED.
• Ability to work in a high profile and high stress area, working independently to set and meet deadlines.
• Must be able to manage high-volume workloads with many interruptions in a fast-paced environment without direct supervision.
• Strong attention to detail and accuracy.
• Excellent customer service skills in a variety of situations.
• Demonstrated independent thinking and problem-solving skills.
• Excellent communication (written & verbal), customer service and interpersonal skills.
• Strong understanding and comfort level with computer systems and proficient typing skills.
• Ability to handle sensitive and confidential information according to internal policies.
• Excellent organizational skills.

Nice To Haves

• Experience with electronic health records.
• Knowledge of insurance coverage and financial discussions with patients.
• Ability to educate patients on the insurance coverage aspect of their care.

Responsibilities

• Creates the initial electronic health record that serves as the foundation of the patient medical record utilized by all members of the healthcare team.
• Prevents creation of duplicate medical records that can cause treatment safety issues and billing problems.
• Ensures compliance with the organization's accrediting bodies to use identifiers to positively identify a patient prior to the delivery of patient care.
• Checks in and registers patients; obtains and verifies complete demographic, guarantor, and insurance information; discusses and collects co-pays and other out-of-pocket patient responsibilities.
• Maintains complete confidentiality regarding patient personal/financial information and medical records in accordance with HIPAA.
• Understands insurance basics and recognizes commercial and government plans.
• Discusses financial information and obligations with patients and refers them to Financial Advocates as needed.
• Obtains patient or guarantor signatures as required.
• Schedules patient appointments, including virtual and procedural; coordinates cancellations, reschedules, wait list requests, and recall requests.
• Provides accurate, detailed information regarding test preparations, patient arrival time, medication/food/beverage consumption guidelines, check-in procedures, and directions to the facility.
• Performs visit closure, including checking out patients after their visit, scheduling follow-up appointments, and providing patients with the after-visit summary.
• Educates and supports patients with the patient portal/app.
• Creates a welcoming and professional environment for patients and visitors by demonstrating extraordinary customer service.
• Greets patients and visitors and responds to routine requests for information.
• Answers telephone, screens calls, and takes messages.
• Maintains excellent public relations with patients, families, and clinical staff.
• Proactively communicates issues involving customer service and process improvement opportunities to management.
• Offers assistance to patients, including arranging transportation needs, providing directions, and coordinating interpreter services.
• May be responsible for e-scanning documents to Health Information Management (HIM) and addressing incoming/outgoing fax.
• Monitors and works assigned electronic health record work queues.
• May assist department leadership with orientation and training.

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: Entry Level
• Industry: Hospitals
• Education Level: High school or GED