Patient Service Representative (PSR) - OBGYN

American Addiction Centers

1d•$20 - $30•Onsite

About The Position

The Patient Service Representative (PSR) - OBGYN is responsible for creating the initial electronic health record, which serves as the foundation for the patient medical record used by all healthcare team members. This role is crucial for preventing duplicate medical records, ensuring treatment safety, and avoiding billing problems. The PSR must positively identify patients using identifiers to ensure patient safety, in compliance with the organization’s accrediting bodies. They will check in and register patients, obtain and verify demographic, guarantor, and insurance information, and collect co-pays and other patient responsibilities. Accurate registration information is vital for timely payment and preventing billing issues. The role requires maintaining patient confidentiality in accordance with HIPAA, understanding insurance basics, knowing which plans Advocate Health contracts with, and when a statement of financial responsibility is needed. The PSR must also understand and discuss financial information with patients and know when to refer them to Financial Advocates. They need to be knowledgeable about government agency compliance rules and forms, such as HIPAA, EMTALA, Consent for Treatment, Patient Rights and Responsibilities, Important Message from Medicare (IMM), Medicare Outpatient Observation Notice (MOON), Notice of Privacy Practices, Medicare Secondary Payer Questionnaire (MSPQ), and Advanced Beneficiary Notice (ABN), and obtain necessary signatures. Additionally, the PSR may schedule patient appointments (including virtual and procedural), coordinate cancellations, reschedules, and manage waitlist/recall requests. They will provide detailed information regarding test preparations, arrival times, medication guidelines, check-in procedures, and directions. The role may also involve visit closure, including checking out patients, scheduling follow-up appointments, and providing after-visit summaries. Maintaining excellent public relations, working collaboratively, and proactively communicating customer service issues and process improvement opportunities to management are key. The PSR will create a welcoming and professional environment, greet patients and visitors, answer telephones, screen calls, and take messages. They will offer assistance with transportation, directions, wheelchairs, and interpreter services. Advanced duties may include training new staff, patient dismissals, participating in committees or quality improvement projects, supporting clinician quality metrics, and editing clinician schedules. The PSR will monitor and work assigned electronic health record work queues according to department processes.

Requirements

High School Diploma or GED
Must be in the PSR I for 12 current months and meet promotion criteria
Demonstrate the Advocate Health purpose, values and behaviors.
Ability to work in a high profile and high stress area, working independently to set and meet deadlines, multitask and prioritize work.
Must be able to handle large workloads with many interruptions in a fast-paced environment without direct supervision.
May be cross-trained across various specialties and provide staffing support as needed.
Strong attention to detail and accuracy.
Excellent customer service skills in a variety of situations.
Must have excellent service recovery skills.
Demonstrated independent thinking and problem-solving skills, ability to exercise judgment to triage issues and concerns.
Champion of standardizing practices when new processes are implemented and help trouble shoot challenges.
Excellent communication (written & verbal), customer service and interpersonal skills, ability to effectively communicate with a variety of patients, visitors, staff and physicians in a pleasant professional demeanor.
Educate patients on the insurance coverage aspect of their care including managing the discussion for services that will not or may not be paid by their health plan.
Interact with physicians and their staff to resolve issues related to the patient care.
Collect and manage payments including cash payments, if applicable, and follow security related to cash handling.
Strong understanding and comfort level with computer systems.
Demonstrated technical proficiency including experience with insurance verification/eligibility tools, EPIC electronic medical record, patient liability estimation tools, electronic email, Microsoft Office, internet browser and phone technology.
Understanding of basic medical and insurance terms and abbreviations typically used in the patient scheduling and registration process.
HIPAA-compliant and knowledgeable of applicable state and federal rules/regulations.
Ability to handle sensitive and confidential information according to internal policies.
General understanding of health insurance: Medicare, Medicaid, managed care, and commercial payers.
Knowledge and ability to articulate explanations of Medicare/HIPAA/EMTALA rules and regulations and comply with updates on insurance pre-certification requirements.
Excellent organizational skills.
Demonstrated ability to effectively act as a resource to other teammates.

Responsibilities

Creates the initial electronic health record that serves as the foundation of the patient medical record that is utilized by all members of the healthcare team.
Prevents creation of duplicate medical records that can cause treatment safety issues and billing problems.
Follows and ensures compliance with the mandate of the organization’s accrediting bodies to use identifiers to positively identify a patient prior to the delivery of patient care to ensure patient safety.
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 the Health Insurance Portability and Accountability Act (HIPAA).
Knows insurance basics and recognizes commercial and government plans.
Understands which plans AAH contracts with and when a statement of financial responsibility is needed.
Understands and discusses financial information and obligations with patients.
Knows how and when to refer patients to Financial Advocates.
Has knowledge of which rules, forms and questions must be enforced to make sure AAH remains compliant with government agencies and regulations.
Obtains patient or guarantor signatures as required.
May schedule patient appointments, including virtual and procedural; may also coordinate 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, directions to facility, etc.
May perform visit closure, including checking out patients after their visit, scheduling follow-up appointment(s), and providing patients with the after-visit summary.
Maintains excellent public relations with patients, families, and clinical staff as well as demonstrates a willingness and ability to work collaboratively with others for concise and timely flow of information.
Proactively communicates issues involving customer service and process improvement opportunities to management.
Creates a welcoming and professional environment for our 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.
Offers various assistance to patients to include: arranging transportation needs, providing directions, locating a wheelchair, coordinating interpreter services, etc.
May assist with advanced duties, including but not limited to orientation and training for patient services staff; patient communications, including patient dismissals; participating in committees or quality improvement projects; supporting clinicians’ quality metrics; and editing of clinician’s schedules.
Monitors and works assigned electronic health record work queues, following the department’s approved process.