Patient Service Representative (PSR) I

Advocate Health and Hospitals Corporation • Waukesha, WI

1d • Onsite

About The Position

The Patient Service Representative (PSR) I is responsible for creating the initial electronic health record, ensuring patient safety through positive identification, and managing patient check-in and registration. This role involves collecting demographic, guarantor, and insurance information, as well as co-pays. The PSR maintains patient confidentiality in accordance with HIPAA, understands insurance basics and AAH contracts, and discusses financial obligations with patients. They must be knowledgeable about compliance regulations such as HIPAA, EMTALA, and Medicare notices. The position may also involve scheduling appointments, providing patient information, performing visit closures, and educating patients on the patient portal. Additionally, the PSR creates a welcoming environment, handles routine requests, answers telephones, and maintains public relations. They may also be involved in scanning documents, managing faxes, handling in-basket messages, and assisting with orientation and training. This is a part-time position with the potential for increased hours and includes weekend, on-call, and holiday rotation.

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.

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.
• 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.
• 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.
• 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.
• 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.
• 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.

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