Patient Service Representative (PSR) - Family Medicine Clinic

American Addiction Centers•Muskego, WI

1d•$20 - $30•Onsite

About The Position

The Patient Service Representative (PSR) 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, ensuring patient safety, and facilitating accurate billing. The PSR registers patients, verifies demographic and insurance information, collects co-pays, and maintains patient confidentiality in accordance with HIPAA. They must understand insurance basics, identify contracted plans, and discuss financial obligations with patients, referring them to Financial Advocates when necessary. The role also involves ensuring compliance with various government regulations and patient rights. Additionally, the PSR may schedule appointments, provide detailed information about preparations and procedures, perform 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, managing inquiries, and maintaining positive public relations. Proactive communication of customer service and process improvement opportunities to management is expected. The PSR may also assist with administrative tasks such as scanning documents, 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.
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.
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.

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 organizational mandates for positive patient identification.
Checks in and registers patients, obtaining and verifying demographic, guarantor, and insurance information.
Discusses and collects co-pays and other out-of-pocket patient responsibilities.
Maintains complete confidentiality of patient information in accordance with HIPAA.
Understands insurance basics, contracted plans, and when a statement of financial responsibility is needed.
Understands and discusses financial information and obligations with patients.
Knows and enforces rules, forms, and questions to ensure 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 required patient or guarantor signatures.
May schedule patient appointments, including virtual and procedural, and coordinate cancellations, reschedules, wait list requests, and recall requests.
May provide accurate, detailed information regarding test preparations, arrival times, 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 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 and demonstrates a willingness to work collaboratively.
Proactively communicates issues involving customer service and process improvement opportunities to management.
Offers various assistance to patients, such as arranging transportation, providing directions, locating wheelchairs, and coordinating interpreter services.
May be responsible for e-scanning documents, addressing incoming/outgoing faxes, managing in-basket messages, and following directions for emergent needs.
Monitors and works assigned electronic health record work queues.
May assist department leadership with orientation and training.