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

Advocate Health and Hospitals Corporation•Franklin, WI

3d•Onsite

About The Position

The Patient Service Representative (PSR) supports front-end operations at Advocate Aurora Health’s 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, guarantor, and insurance information; discusses and collects patient payments; and protects confidential information in accordance with HIPAA and organizational requirements. The PSR helps ensure compliance with applicable regulations and required forms and signatures. Depending on department needs, the PSR may schedule and coordinate appointments, provide visit-preparation information, check patients out and arrange follow-up appointments, support use of the patient portal or app, and handle documents, faxes, electronic health record messages, and work queues. The position provides welcoming, professional service to patients, visitors, families, and clinical staff, responds to inquiries, and helps coordinate practical needs such as directions, transportation, wheelchairs, and interpreter services. 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. The role is 40 hours per week and may require travel between sites.

Requirements

High school diploma or GED.
No prior experience required.
No licensure, registration, or certification required.
Demonstrate Advocate Health’s purpose, values, and behaviors.
Strong attention to detail and accuracy.
Excellent customer-service and service-recovery skills.
Independent thinking, problem-solving, and judgment to triage issues and concerns.
Excellent written and verbal communication and interpersonal skills, including a pleasant and professional demeanor with patients, visitors, staff, and physicians.
Ability to educate patients about insurance coverage and discuss services that may not be paid by their health plan.
Ability to collect and manage payments, including cash when applicable, and follow cash-handling security procedures.
Comfort with computer systems and proficient typing skills; 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 and ability to act effectively as a resource to teammates.
Ability to work independently without direct supervision in a high-volume, fast-paced, high-stress environment and manage interruptions and competing priorities.
Ability to collaborate with others and provide staffing support across specialties as needed.
Ability to travel between work sites and tolerate exposure to weather and road conditions.
Ability to operate equipment necessary to perform the job.
Ability to transition frequently between sitting and standing, remain seated or standing for extended periods, and be physically mobile throughout the workday.
Frequently lift up to 10 pounds and occasionally lift 20 pounds or more; push or pull up to 50 pounds with assistance.
Vision, hearing, touch, clear speech, and fine motor skills for keyboard data entry.

Responsibilities

Create initial electronic health records and help prevent duplicate patient records.
Use patient identifiers before care is delivered and follow applicable patient-safety requirements.
Check in and register patients; obtain and verify demographic, guarantor, and insurance information.
Discuss and collect copayments and other out-of-pocket patient responsibilities, including cash when applicable, following cash-handling security procedures.
Maintain confidentiality of patient personal, financial, and medical information in accordance with HIPAA and internal policies.
Understand insurance plans, organizational contracts, and financial responsibility requirements; explain financial obligations and refer patients to Financial Advocates when appropriate.
Ensure required rules, forms, notices, questions, and signatures are completed to support compliance with government agencies and regulations.
Schedule appointments as assigned, including virtual and procedural appointments; coordinate cancellations, rescheduling, wait-list requests, and recall requests.
Provide patients with accurate information about test preparation, arrival times, medication, food and beverage guidelines, check-in procedures, and directions.
Perform visit closure as assigned, including checking out patients, scheduling follow-up appointments, and providing after-visit summaries.
Educate and support patients in using the patient portal or app.
Greet patients and visitors, respond to routine information requests, answer and screen telephone calls, and take messages.
Provide customer service and assistance such as arranging transportation, giving directions, locating wheelchairs, and coordinating interpreter services.
Work collaboratively with patients, families, clinical staff, physicians, and physician-office staff to support timely information flow and resolve patient-care issues.
Communicate customer-service issues and process-improvement opportunities to management.
As assigned, scan documents to Health Information Management, handle incoming and outgoing faxes, address electronic health record inbox messages, and follow clinical-team direction for emergent needs.
Monitor and work assigned electronic health record work queues according to approved departmental processes.
Assist department leadership with orientation and training as needed.
Work independently to set and meet deadlines, multitask, prioritize, and manage high-volume work with interruptions in a fast-paced environment.
May cross-train across specialties and provide staffing support as needed.