Patient Service Representative (PSR) Lead - Clinic

Advocate Health and Hospitals Corporation • New Franken, WI

2d • Onsite

About The Position

The Patient Service Representative (PSR) Lead supports providers and patients as a key member of the ambulatory care team, helping deliver a seamless, compassionate experience. The role provides lead support to patient services staff across five clinic locations: New Franken, two Green Bay locations, Denmark, and Sturgeon Bay. The schedule is Monday through Friday, with hours varying between 6:30 a.m. and 5:30 p.m.; shifts are typically eight hours. The position is based in a high-volume, multiple-task environment and may involve a crowded or closely shared workspace, exposure to ill patients, and stressful situations with demanding customers.

Aurora Medical Group is part of Advocate Health, a nonprofit health system with locations across Illinois and Wisconsin. The job posting describes a full-time, benefits-eligible position with a pay range of $21.85 to $32.80.

Requirements

• High school diploma or equivalent.
• Three years of related customer service experience and/or experience providing leadership.
• Experience handling difficult callers, customers, or patients.
• Ability to function in a high-volume, multiple-task environment and in a crowded or closely shared workspace.
• Ability to work under stressful conditions with demanding customers.
• Ability to lift up to 35 pounds without help.
• For patient lifts over 35 pounds, or when a patient cannot assist with the lift, use patient handling equipment with at least one other associate when available; unique patient lifting or movement situations are assessed case by case.

Responsibilities

• Serve as a resource to patient services staff, including training and orienting staff, providing day-to-day work direction, scheduling staff, and giving input on performance.
• Assign, monitor, and review the progress and accuracy of work; direct efforts and provide guidance on complex issues or concerns.
• Provide efficient, high-quality service to patients arriving for appointments or contacting the clinic by telephone or in person to request appointments or information about tests and procedures, bills and charges, referrals, and other matters.
• Ensure billing information for patients and payers is entered at the time of service and follow up accurately on missing information.
• Uphold medical practice and medical group standards for accurate and timely medical records.

Benefits

• Paid time off programs.
• Medical, dental, vision, life, and short- and long-term disability benefits.
• Flexible spending accounts for eligible health care and dependent care expenses.
• Adoption assistance and paid parental leave.
• Defined contribution retirement plans with employer match and other financial wellness programs.
• Educational Assistance Program.
• Competitive compensation, premium pay for eligible work, incentive pay for select positions, and opportunity for annual performance-based increases.
• Career development programs.

What This Job Offers

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