Patient Service Representative (PSR)

American Addiction Centers • Libertyville, IL

1d • $20 - $30 • Onsite

About The Position

The Patient Service Representative (PSR) provides efficient, high-quality service to patients. This includes assisting patients who arrive for appointments, call, or visit in person to request appointments or information on tests, procedures, bills, charges, referrals, and other matters. The PSR is responsible for greeting patients, accurately registering them in the EMR system, and verifying essential billing and demographic information. They also coordinate patient appointments, handle multiple incoming telephone lines, distribute communications, and resolve patient questions regarding referrals, billing, services, and test results, referring complex issues as appropriate. Additionally, the PSR schedules future appointments and requisitions, coordinates with hospital admissions, notifies care areas of patient arrival, and manages waiting patients. They accurately identify insurance types, understand payer differences, and verify eligibility. The role also involves ensuring accurate entry of billing information, reviewing encounter forms, entering patient charges, and balancing charges. For Medical Record Services, the PSR upholds standards for accurate and timely medical records, ensures the availability of necessary documents, maintains medical records, and handles filing. Confidentiality of patient information is paramount, and information is released only according to corporate policies. The position requires the ability to function in a high-volume, multi-task environment, potentially in a crowded workspace, with exposure to ill patients and demanding customers. Physical requirements include the ability to lift up to 35 pounds without assistance, with specific protocols for heavier lifts.

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 preferred.

Responsibilities

• 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.
• 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.
• 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.
• Performs other related duties as required.

Benefits

• 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

What This Job Offers

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