Patient Service Representative (PSR) - Pediatrics

American Addiction Centers•Greenfield, WI

3d•Onsite

About The Position

The Patient Service Representative (PSR) in Pediatrics is responsible for creating the initial electronic health record, which is fundamental for the entire healthcare team. This role is crucial for preventing duplicate medical records, ensuring patient safety, and avoiding billing complications. The PSR registers patients, verifies demographic and insurance information, and collects co-pays. They maintain patient confidentiality in accordance with HIPAA, understand insurance basics, and know which plans Advocate Health (AAH) contracts with. This position also involves ensuring compliance with various government regulations and healthcare acts, such as EMTALA and HIPAA, by obtaining necessary signatures and documentation. Additionally, the PSR may schedule appointments, provide detailed patient information, manage visit closures, and educate patients on using the patient portal. A key aspect of this role is creating a welcoming environment through exceptional customer service, answering phones, and maintaining positive public relations with patients, families, and staff. They proactively identify and communicate customer service and process improvement opportunities. The role may also involve assisting with e-scanning, managing faxes and in-basket messages, and supporting department leadership with 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, working independently to set and meet deadlines, 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.
Collect and manage payments including cash payments, if applicable, and follow security related to cash handling.
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 creation of duplicate medical records.
Follows and ensures compliance with the mandate of the organization’s accrediting bodies 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.
Knows 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.
Has knowledge of which rules, forms and questions must be enforced to make sure AAH remains compliant with government agencies and regulations.
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 our 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 as well as 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.