Patient Service Representative (PSR), Urgent Care

Advocate Health and Hospitals Corporation•West Allis, WI

4d•Onsite

About The Position

The Patient Service Representative (PSR) is responsible for creating the initial electronic health record, which serves as the foundation for the patient's medical record. This role is crucial for ensuring patient safety by preventing duplicate records and adhering to organizational mandates for positive patient identification. The PSR also handles patient check-in and registration, verifying demographic and insurance information, and collecting co-pays. Maintaining patient confidentiality in accordance with HIPAA is paramount. The role requires knowledge of insurance basics, contracted plans, and financial obligations, with the ability to refer patients to Financial Advocates when necessary. Additionally, the PSR must be knowledgeable about various government regulations and forms, such as HIPAA, EMTALA, and Medicare notices, and obtain necessary patient signatures. The position may involve scheduling appointments, providing detailed patient information, performing visit closures, and educating patients on the patient portal. A key aspect of the role is creating a welcoming and professional environment through exceptional customer service, including greeting patients, answering phones, and maintaining public relations. The PSR may also assist with e-scanning documents, managing faxes, and addressing in-basket messages. Monitoring electronic health record work queues and assisting with training are also part of the responsibilities. This is a part-time position requiring availability for evenings, weekends, and holidays, with a schedule typically consisting of 12-hour and 8-hour shifts, and every other weekend 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.
Ability to work independently to set and meet deadlines.
Ability to multitask and prioritize work.
Ability 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.
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 creation of duplicate medical records.
Ensures compliance with organizational 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, recognizes commercial and government plans, and knows which plans AAH contracts with.
Understands and discusses financial information and obligations with patients, and knows how and when to refer patients to Financial Advocates.
Ensures 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) and obtains necessary 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, and directions to the facility.
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 with patients, families, and clinical staff 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 a wheelchair, and coordinating interpreter services.
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

Base compensation listed within the listed pay range based on factors such as qualifications, skills, relevant experience, and/or training
Premium pay such as shift, on call, and more based on a teammate's job
Incentive pay for select positions
Opportunity for annual increases based on performance
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