Patient Service Representative (PSR) I - Vascular Medicine and Surgery Clinic

American Addiction Centers•Milwaukee, WI

1d•Onsite

About The Position

This full-time, benefits-eligible Patient Service Representative (PSR) I position in the Vascular Medicine and Surgery Clinic requires 40 hours per week, typically Monday through Friday with 8-hour shifts, predominantly 8:30 am-5:00 pm with occasional flexibility to 7:30 am-4:00 pm. The PSR I is responsible for greeting patients and visitors, managing telephone calls, and handling patient registration, which includes obtaining demographic and insurance information, verifying coverage, collecting co-pays, deductibles, and previous balances, posting payments, and securing prior authorizations when necessary. The role also involves scheduling patient appointments, coordinating cancellations, reschedules, and additions, and providing accurate, detailed information regarding test preparations, arrival times, and directional guidance. The PSR I will coordinate complex patient appointments, tests, and procedures, and instruct patients on pre- and post-procedure protocols. Additionally, the representative updates insurance and financial responsibility data, ensures the completeness and accuracy of patient information by applying knowledge of government and third-party payer requirements, and identifies, reports, and resolves registration or authorization problems. Monitoring patient flow, offering various assistance to patients (e.g., transportation, directions, wheelchairs), and performing visit closure tasks like checking out patients, scheduling follow-up appointments, and providing visit summaries are also key functions. The PSR I may also educate patients, staff, and providers on prior authorization requirements, payer coverage, eligibility guidelines, documentation, and insurance changes, and acts as a resource for patient services staff, assisting department leadership with orientation and training.

Requirements

High School Graduate.
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.

Nice To Haves

Previous PSR experience.
EPIC experience.

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

Comprehensive suite of Total Rewards: benefits and well-being programs, competitive compensation, generous retirement offerings, programs that invest in your career development and so much more.
Compensation Base compensation listed within the listed pay range based on factors such as qualifications, skills, relevant experience, and/or training.
Premium pay such as shift, on call, and more based on a teammate's job.
Incentive pay for select positions.
Opportunity for annual increases based on performance.
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.