Patient Service Representative (PSR) I

American Addiction Centers • Waukesha, WI

1d • 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 patient medical records used by the entire healthcare team. This role is crucial for preventing duplicate medical records that could lead to treatment safety issues and billing problems. The PSR I ensures patient safety by positively identifying patients before care delivery, adhering to organizational mandates and accrediting body requirements. They also handle patient check-in and registration, collecting and verifying comprehensive demographic, guarantor, and insurance information, as well as co-pays and other patient financial responsibilities. Accurate registration information is vital for timely payments and preventing billing complications. The role requires maintaining strict confidentiality of patient information in accordance with HIPAA. PSRs must understand insurance basics, recognize different plan types, know which plans the organization contracts with, and determine when a statement of financial responsibility is necessary. They are also responsible for discussing financial obligations with patients and referring them to Financial Advocates when appropriate. Additionally, PSRs must be knowledgeable about and ensure compliance with various government regulations and forms, 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), obtaining necessary signatures. Depending on the needs of the department, responsibilities may extend to scheduling patient appointments (including virtual and procedural), coordinating cancellations, reschedules, wait list requests, and recall requests. They may also provide detailed information about test preparations, arrival times, dietary/medication guidelines, check-in procedures, and directions. Other potential duties include performing visit closure, scheduling follow-up appointments, and providing after-visit summaries. PSRs may also educate and support patients in using the patient portal/app. A key aspect of the role is creating a welcoming and professional environment through exceptional customer service, greeting patients and visitors, responding to inquiries, answering and screening telephone calls, and taking messages. Maintaining excellent public relations and collaborating effectively with patients, families, and clinical staff for efficient information flow is essential. Proactive communication of customer service issues and process improvement opportunities to management is expected. Assistance may be offered to patients with transportation needs, directions, wheelchair access, and interpreter services. Some roles may involve e-scanning documents to HIM, managing faxes, addressing in-basket messages in the EHR, and responding to emergent needs as directed by the clinical team. Monitoring and working assigned EHR work queues according to departmental processes is also a responsibility. Finally, PSRs may assist department leadership 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.

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.
• 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, contracts, and financial responsibilities.
• Ensures compliance with government agencies and regulations (e.g., HIPAA, EMTALA, IMM, MOON, MSPQ, ABN).
• Obtains patient or guarantor signatures as required.
• May schedule patient appointments, including virtual and procedural.
• May 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, and directions.
• May perform visit closure, including checking out patients, scheduling follow-up appointments, and providing after-visit summaries.
• 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 in-basket 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
• 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
• Number of Employees: 1-10 employees