Patient Service Representative (PSR)

American Addiction Centers•Village of Germantown, WI

5d•$20 - $31•Onsite

About The Position

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. Obtaining accurate information at the point of registration helps ensure timely payment to the organization and prevents billing issues and patient complaints. 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. Examples are: HIPAA, Emergency Medical Treatment and Active Labor Act (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), Advanced Beneficiary Notice (ABN). 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.

Requirements

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
High School Diploma or GED

Responsibilities

Creates the initial electronic health record
Prevents creation of duplicate medical records
Ensures compliance with the mandate of the organization’s accrediting bodies
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
May assist with advanced duties
Monitors and works assigned electronic health record work queues

Benefits

Advocate Health offers a 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 – so you can live fully at and away from work, including:
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
Benefits and more 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

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