Patient Service Representative (PSR) - Women's Health Clinic

Advocate Health•Franklin, WI

4d•$20 - $30•Onsite

About The Position

The Patient Service Representative supports front-end operations for a Women's Health Clinic, rotating between the West Allis and Franklin, Wisconsin sites. The role creates and maintains accurate patient records, registers patients, verifies demographic and insurance information, discusses financial responsibilities, and collects applicable payments. It also supports appointment coordination, patient check-in and checkout, communication, and other administrative workflows while maintaining confidentiality and compliance with applicable requirements. The PSR helps provide a welcoming, professional patient experience by responding to routine questions, communicating with patients and visitors, coordinating assistance such as transportation or interpreter services, and collaborating with clinical staff. The position works assigned electronic health record queues and may help with document scanning, faxes, inbasket messages, and orientation or training. The schedule is Monday through Friday, primarily 8:30 a.m. to 5:00 p.m., with hours that may vary between 7:30 a.m. and 5:30 p.m. This is a full-time, 40-hour-per-week position.

Requirements

High school diploma or GED.
Demonstrate the Advocate Health purpose, values, and behaviors.
Ability to work independently, set and meet deadlines, multitask, and prioritize in a high-volume, fast-paced, high-stress environment with interruptions and without direct supervision.
Strong attention to detail and accuracy.
Excellent customer service and service recovery skills.
Independent thinking and problem-solving skills, including judgment to triage issues and concerns.
Excellent written, verbal, customer-service, and interpersonal communication skills, with a pleasant and professional demeanor when interacting with patients, visitors, staff, and physicians.
Ability to educate patients about insurance coverage and discuss services that may not be covered by their health plan.
Ability to interact with physicians and their staff to resolve patient-care-related issues.
Strong comfort with computer systems and proficient typing skills, including technical proficiency with email, Microsoft Office, internet browsers, and phone technology.
Ability to handle sensitive and confidential information according to internal policies.
Excellent organizational skills.
Ability to act effectively as a resource to teammates.
Ability to rotate between the West Allis and Franklin sites; the position may require travel.

Responsibilities

Create accurate initial electronic health records, prevent duplicate records, and use identifiers to positively identify patients before care.
Check in and register patients; obtain and verify demographic, guarantor, and insurance information; and discuss and collect copayments and other patient financial responsibilities.
Maintain confidentiality of patient, financial, and medical information in accordance with HIPAA.
Recognize insurance plans, explain financial obligations, determine when a statement of financial responsibility is needed, and refer patients to Financial Advocates when appropriate.
Enforce applicable forms, rules, and questions required for organizational and government compliance, and obtain patient or guarantor signatures as required.
As needed, schedule appointments, coordinate cancellations and reschedules, manage wait-list and recall requests, and provide instructions about preparations, arrival times, check-in, and directions.
As needed, check out patients, schedule follow-up appointments, provide after-visit summaries, and support patients with the patient portal or app.
Create a welcoming and professional environment by greeting patients and visitors, responding to routine information requests, answering and screening telephone calls, and taking messages.
Maintain positive working relationships with patients, families, and clinical staff; communicate customer-service concerns and process-improvement opportunities to management.
Arrange patient assistance such as transportation, directions, wheelchairs, and interpreter services.
As needed, scan documents to Health Information Management, handle incoming and outgoing faxes, address electronic health record inbasket messages, and follow clinical-team direction for emergent needs.
Monitor and work assigned electronic health record queues according to the department's approved process.
May assist department leadership with orientation and training.
Collect and manage payments, including cash where applicable, and follow cash-handling security procedures.

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.
Premium pay such as shift or on-call pay, based on teammate role.
Incentive pay for select positions.
Opportunity for annual increases based on performance.
Career development programs.