Patient Service Representative (PSR)

American Addiction Centers•Palos Hills, IL

1d•Onsite

About The Position

The Patient Service Representative (PSR) provides efficient, high-quality service to patients who arrive for appointments or who telephone or visit in person to request appointments or information on tests and procedures, bills and charges, referrals, and other matters. This role involves greeting and accurately registering patients in the EMR system, verifying essential billing and demographic information, and coordinating the scheduling of patient appointments both over the phone and in person. The PSR is responsible for managing multiple incoming telephone lines, accurately directing calls or messages, and distributing communications such as pagers, faxes, and emails according to practice protocol. They resolve a variety of patient questions, including those related to HMO referrals, billing, services, and test results, escalating complex issues to the practice manager or clinical staff as appropriate. Additionally, the PSR schedules future appointments, laboratory tests, radiology procedures, and other special diagnostic tests, and may coordinate hospital or outpatient admissions and surgery. They notify patient care areas of patient arrivals, ensure timely patient flow in reception, and accurately identify and verify insurance eligibility. In terms of billing, the PSR ensures accurate entry of billing information at the time of service, follows up on missing information, reviews encounter forms for completeness, enters patient charges into the EMR system, and batches and balances charges. For medical records, the PSR upholds standards for accurate and timely records, ensures the availability of properly prepared patient medical records and daily schedules, maintains medical records through filing, and pulls and prepares charts for appointments. Maintaining confidentiality of all patient information and releasing records only according to corporate policies are also key aspects of the role.

Requirements

High school diploma or equivalent.
One to two years related customer service experience.
Experience handling difficult caller/customers/patients.
CRT/PC experience in a customer service setting.
Strong communication skills.
Ability to solve problems posed by callers seeking referrals, appointments, billing issues and clinical information.

Nice To Haves

Working knowledge of eClinicalWorks and scheduling sections of the eClinicalWorks system.

Responsibilities

Provides efficient, high-quality service to patients who arrive for appointments or who telephone or visit in person to request appointments or information on tests and procedures, bills and charges, referrals, and other matters.
Greets and accurately registers patients in EMR system verifying essential billing and demographic information.
Coordinates scheduling of patient appointments (phone and in-person requests) accurately and efficiently.
Answers multiple incoming telephone lines, accurately determining the appropriate recipient of the call or message and referring them promptly and appropriately.
Distributes communications accurately, based on practice protocol. Includes pagers, faxes, emails.
Resolves a variety of patient questions, including HMO referrals, billing and queries about services and test results; refers complex issues to practice manager or a clinical staff member, as appropriate.
Schedules future appointments and requisitions, laboratory tests, radiology procedures and other special diagnostic tests as needed.
May coordinate with appropriate sections of hospital admission and/or outpatient admissions and surgery.
Notifies patient care area when patient has arrived and is ready to be seen.
Attends to waiting patients in reception and ensures that they are seen in a timely manner or are promptly notified of unexpected delays.
Accurately identifies type of insurance from card, understands different types of payers, and verifies eligibility if necessary.
Performs other related duties as required.
Ensures entry at time of service of billing information on the patient and payer and accurate follow-up on missing information.
Reviews encounter forms for accuracy and completeness, checks with physician for missing information.
Enters patient charges into the EMR system according to established policies and procedures.
Batches encounter forms and balances charges.
Upholds standards of the practice and of the medical group for accurate and timely medical records.
Ensures the availability of properly prepared patient medical records, daily schedules and related forms.
Maintains medical record including loose filing and re-filing of charts daily.
Pull and prepares charts for appointments.
Maintains confidentiality around all patient information, both in front of each patient being treated and around other patients in the area.
Releases information from records, only according to corporate policies and procedures.

Benefits

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