Patient Service Representative

Advocate Health • Two Rivers, WI

5d • $21 - $31

About The Position

The Patient Service Representative (PSR) is often a patient’s first impression of Advocate Health and provides a foundation for Revenue Cycle functions. The role captures accurate patient demographic, insurance coverage, and financial responsibility information, helping prevent revenue loss and billing problems while supporting regulatory compliance and patient satisfaction. The PSR connects departments to support the patient experience and the organization’s financial success and often works without direct supervision.

The position checks in and registers patients, verifies demographic, guarantor, and insurance information, discusses and collects patient payments, and maintains confidentiality of personal, financial, and medical information. It may include scheduling and coordinating appointments, communicating preparation and arrival instructions, answering phones, responding to routine requests, and assisting patients and visitors. The PSR also monitors assigned electronic health record work queues.

This is a per diem, as-needed position with varying shifts and a flexible schedule. The work takes place in a normal office environment with significant patient and public contact and may involve exposure to ill or contagious patients. Travel may be required, with exposure to weather and road conditions. The role involves frequent transitions between sitting and standing, extended periods of sitting or standing, mobility throughout the workday, lifting and pushing/pulling items or equipment, and escorting patients as needed.

Requirements

• High school graduate.
• Demonstrate Advocate Health’s purpose, values, and behaviors.
• Ability to work independently in a high-profile, high-stress, fast-paced environment; set and meet deadlines, multitask, prioritize, and handle interruptions and large workloads without direct supervision.
• Strong attention to detail and accuracy.
• Excellent customer-service and service-recovery skills.
• Independent thinking and problem-solving skills, including judgment to triage issues and concerns.
• Excellent written and verbal communication and interpersonal skills, with the ability to communicate professionally with patients, visitors, staff, and physicians.
• Ability to educate patients about insurance coverage and discuss services that may not be paid for by their health plan.
• Strong computer-system comfort and technical proficiency, including electronic health records, insurance verification and eligibility tools, patient liability estimation tools, email, Microsoft Office, internet browsers, and phone technology.
• Understanding of basic medical and insurance terms and abbreviations used in scheduling and registration.
• HIPAA knowledge and ability to handle sensitive and confidential information according to internal policies and applicable state and federal rules.
• General understanding of Medicare, Medicaid, managed care, and commercial health insurance; ability to explain applicable Medicare, HIPAA, and EMTALA rules and comply with insurance pre-certification updates.
• Excellent organizational skills.
• Ability to operate equipment necessary for the job.
• Ability to transition frequently between sitting and standing, remain mobile through the workday, and stand or sit for extended periods.
• Ability to frequently lift up to 10 pounds and occasionally lift 20 pounds or more, and to push or pull up to 50 pounds with assistance.
• Ability to use vision, hearing, touch, clear speech, and fine motor skills for keyboard data entry.
• Flexibility to work varying shifts and, at times, a flexible schedule to meet departmental needs.
• No prior experience required.
• No licensure, registration, or certification required; CPR certification may be required depending on service location, and notary training or licensure may be required where appropriate.

Nice To Haves

• Experience with insurance verification or eligibility tools, EPIC electronic medical record, patient liability estimation tools, email, Microsoft Office, internet, and phone technology.

Responsibilities

• Create accurate initial electronic health records and help prevent duplicate records.
• Use patient identifiers before care is delivered to support patient safety and comply with organizational requirements.
• Check in and register patients; obtain and verify demographic, guarantor, and insurance information.
• Discuss and collect co-pays and other patient financial responsibilities while maintaining confidentiality in accordance with HIPAA.
• Recognize insurance plans, explain financial obligations, and refer patients to Financial Advocates when appropriate.
• Apply applicable organizational, government, and regulatory rules; obtain patient or guarantor signatures as required.
• Schedule appointments when needed and coordinate cancellations, rescheduling, wait-list requests, and recall requests.
• Provide accurate information about test preparation, arrival times, medication and food or beverage guidelines, check-in procedures, and facility directions.
• Create a welcoming and professional environment; greet patients and visitors and respond to routine information requests.
• Answer and screen telephone calls and take messages.
• Assist patients with needs such as transportation arrangements, directions, wheelchairs, and interpreter services.
• Monitor and work assigned electronic health record work queues according to the department’s approved process.
• Respond quickly to patient medical status changes and emergencies occurring in clerical areas.
• Escort patients to nursing units or outpatient departments as necessary.
• Collect and manage payments, including cash, and follow cash-handling security procedures.
• Interact with physicians and their staff to resolve patient-care-related issues.
• Act as a resource to other staff when needed.

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 for select shifts or on-call work, incentive pay for select positions, and potential annual performance-based increases.
• Career development programs and well-being programs.

What This Job Offers

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