Patient Service Representative (PSR) I

American Addiction Centers • Waukesha, WI

3d • $20 - $30 • Onsite

About The Position

The Patient Service Representative (PSR) I is responsible for creating the initial electronic health record, which serves as the foundation for the patient's medical record used by the entire healthcare team. This role is crucial for preventing duplicate medical records, which can lead to treatment safety issues and billing problems. The PSR ensures patient safety by positively identifying patients prior to care delivery, adhering to organizational mandates and accrediting body requirements. They also handle patient check-in and registration, collecting and verifying demographic, guarantor, and insurance information, and collecting co-pays and other patient financial responsibilities. Accurate registration information is vital for timely payment and preventing billing issues. The PSR must maintain patient confidentiality in accordance with HIPAA, understand insurance basics, and know which plans Advocate Health Care contracts with. They are responsible for discussing financial obligations with patients, referring them to Financial Advocates when necessary, and ensuring compliance with government regulations and agency requirements 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). The role may also involve scheduling appointments, coordinating cancellations and reschedules, providing information about test preparations, and performing visit closure tasks. Additionally, the PSR may educate patients on the patient portal/app, create a welcoming environment, answer telephones, screen calls, and maintain positive public relations with patients, families, and staff. They are expected to proactively communicate customer service issues and process improvement opportunities to management and offer various forms of patient assistance, such as arranging transportation or coordinating interpreter services. Responsibilities may also include e-scanning documents, managing faxes and in-basket messages, and assisting with orientation and training.

Requirements

• High School Diploma or GED.
• Demonstrate the Advocate Health purpose, values and behaviors.
• Ability to work in a high profile and high stress area.
• Ability to work independently to set and meet deadlines.
• Ability to multitask and prioritize work.
• Must be able to manage high-volume workloads with many interruptions in a fast-paced environment without direct supervision.
• 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.
• 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.
• Strong understanding and comfort level with computer systems and proficient typing skills.
• Demonstrated technical proficiency including experience with electronic email, Microsoft Office, internet browser and phone technology.
• Ability to handle sensitive and confidential information according to internal policies.
• Excellent organizational skills.
• Demonstrated ability to effectively act as a resource to other teammates.
• Must be able to transition from sitting to standing frequently.
• Must be able to stand and sit for extended periods of time and be physically mobile throughout the workday.
• Frequently lifts to 10 lbs. and occasionally lifts 20 lbs. or more.
• Must be able to push/pull up to 50 lbs. with assistance.
• Sensory requirements include vision, hearing and touch.
• Must also be able to speak clearly.
• Must be able to use hands with fine motor skills for keyboard data entry.

Nice To Haves

• May be cross-trained across various specialties and provide staffing support as needed.

Responsibilities

• Creates the initial electronic health record that serves as the foundation of the patient medical record.
• Prevents the creation of duplicate medical records.
• Ensures compliance with mandates 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 HIPAA.
• Understands 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.
• Ensures compliance with government agencies and regulations (e.g., HIPAA, EMTALA, Consent for Treatment, Patient Rights and Responsibilities, IMM, MOON, Notice of Privacy Practices, MSPQ, 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.
• May provide 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.
• May educate and support patients with the patient portal/app.
• Creates a welcoming and professional environment for 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.
• Maintains excellent public relations with patients, families, and clinical staff.
• 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.
• Offers various assistance to patients to include: arranging transportation needs, providing directions, locating a wheelchair, coordinating interpreter services, etc.
• May be responsible for e-scanning documents to Health Information Management (HIM), addressing incoming/outgoing fax, addressing inbasket messages via the electronic health record, and following direction from the clinical team for emergent needs.
• Monitors and works assigned electronic health record work queues, following the department’s approved process.
• May assist department leadership with orientation and training.
• Collects and manages payments including cash payments, if applicable, and follows security related to cash handling.

Benefits

• Paid Time Off programs
• medical, dental, vision, life, and Short- and Long-Term Disability
• 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

What This Job Offers

• Job Type: Part-time
• Career Level: Entry Level
• Education Level: High school or GED