Patient Service Representative (PSR) - Orthopedics

Advocate Health • West Allis, WI

2d • $20 - $30

About The Position

The Patient Service Representative (PSR) supports orthopedic clinic operations by creating and maintaining accurate electronic health records, registering patients, verifying demographic and insurance information, and collecting copayments and other patient financial responsibilities. The role follows patient identification, privacy, and regulatory requirements and helps prevent duplicate records, billing issues, and patient safety risks.

The representative provides administrative and customer-service support throughout the patient visit. Duties may include scheduling appointments, coordinating changes and wait lists, sharing preparation and arrival instructions, checking patients out, arranging follow-up appointments, and assisting patients with the patient portal. The role also answers calls, responds to routine questions, coordinates practical assistance such as transportation or interpreter services, and communicates with patients, visitors, clinicians, and staff.

This position monitors assigned electronic health record work queues and may handle scanning, faxing, and in-basket messages or assist with orientation and training. It is a full-time, 40-hour-per-week role with weekday schedules that may vary according to clinic needs. The listed schedule options are 7:00–3:30, 7:30–4:00, 8:00–4:30, and 8:30–5:00; weekends and holidays are not required. The listed pay range is $19.80–$29.70.

Requirements

• High school diploma or GED.
• No prior experience required.
• No licensure, registration, or certification required.
• Demonstrate Advocate Health’s purpose, values, and behaviors.
• Ability to work independently, set and meet deadlines, multitask, prioritize, and manage a high-volume workload with interruptions in a fast-paced, high-stress setting without direct supervision.
• Strong attention to detail and accuracy.
• Excellent customer-service and service-recovery skills.
• Independent thinking and problem-solving skills, with sound judgment to triage issues and concerns.
• Excellent written and verbal communication and interpersonal skills, including the ability to communicate professionally with patients, visitors, staff, and physicians.
• Ability to handle sensitive and confidential information in accordance with internal policies.
• Strong understanding of computer systems, proficient typing, and technical proficiency with email, Microsoft Office, internet browsers, and phone technology.
• Excellent organizational skills.
• Demonstrated ability to act effectively as a resource to teammates.
• Ability to work collaboratively and potentially cross-train across specialties and provide staffing support as needed.

Responsibilities

• Create accurate initial electronic health records and help prevent duplicate medical records.
• Follow patient identification procedures before care is delivered.
• Check in and register patients; obtain and verify demographic, guarantor, and insurance information.
• Discuss and collect copayments and other out-of-pocket patient responsibilities while protecting confidential information.
• Understand insurance plans, contracted plans, financial responsibility requirements, and when to refer patients to Financial Advocates.
• Enforce applicable rules, forms, and questions required for regulatory compliance and obtain patient or guarantor signatures as required.
• Schedule appointments when assigned, including virtual and procedural appointments, and coordinate cancellations, reschedules, wait lists, and recall requests.
• Provide information about test preparation, arrival times, medication and food or beverage guidelines, check-in procedures, and directions to facilities.
• Perform visit closure as assigned, including checking out patients, scheduling follow-up appointments, and providing after-visit summaries.
• Educate and support patients using the patient portal or app.
• Create a welcoming, professional environment; greet patients and visitors and respond to routine information requests.
• Answer telephones, screen calls, and take messages; maintain effective communication and collaboration with patients, families, clinical staff, and others.
• Proactively communicate customer-service issues and process-improvement opportunities to management.
• Assist patients with needs such as transportation, directions, wheelchairs, and interpreter services.
• Perform assigned administrative tasks such as scanning documents to Health Information Management, handling incoming and outgoing faxes, addressing electronic health record in-basket messages, and following clinical-team direction for emergent needs.
• Monitor and work assigned electronic health record work queues according to department-approved processes.
• May assist department leadership with orientation and training.
• Educate patients about insurance coverage and discuss services that may not be covered by their health plan.
• Interact with physicians and their staff to resolve issues related to patient care.
• Collect and manage payments, including cash when 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.
• Competitive compensation, premium pay where applicable, incentive pay for select positions, and opportunity for annual performance-based increases.
• Career development programs and well-being programs.

What This Job Offers

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