Patient Service Representative

Progressive Community Health Centers•Milwaukee, WI

1d•Onsite

About The Position

Progressive Community Health Centers is an independent non-profit organization operating four clinic locations in Milwaukee, Wisconsin, with over 100 employees. Their mission is to improve community health and quality of life by providing culturally competent services, including family medicine, internal medicine, women's health, urgent care, dental, radiology, integrated behavioral health, case management, health education, and benefits enrollment, to approximately 16,000 low-income patients annually, ensuring no one is turned away based on insurance or ability to pay. The Patient Service Representative (PSR) is crucial for the early revenue cycle, impacting patient experience and revenue outcomes. The primary role involves optimizing registration, appointment scheduling, and supporting in-network referrals. PSRs perform cross-functional clerical and patient support duties, including telephone registration, scheduling, administrative tasks, and data entry. They are responsible for greeting and assessing patients, collecting data, providing patient education, directing patients and visitors, and assisting with patient flow.

Requirements

High School diploma or equivalent education
1 year of healthcare experience
Working knowledge of Medicaid, Medicare, and Commercial health plans
The ability to work with various cultural, ethnic, and socio-economic populations
Able to work in a fast-paced, team environment that requires accuracy and attention to detail
Mandatory vaccination for all employees, employed providers and volunteers, with proof of vaccination required prior to their orientation

Nice To Haves

Experience with Epic practice management system

Responsibilities

Greets patients and visitors and responds to routine requests for information.
Answers telephone, screen calls, and takes messages.
Registers patients; obtains demographic and insurance information; verifies insurance coverage, collects co-pays, deductibles, and previous balances; posts payments and updates demographic and insurance information.
Schedules patient appointments and coordinates cancellations, reschedules, and additions to schedules.
Provides accurate, detailed information regarding test preparations, time patient to arrive, and any other directional information needed by the patient.
Recommend the next best actions or cross-promotional opportunities to patients to educate them on appropriate additional services or health education campaigns.
Document and provide feedback from callers to the appropriate parties for follow-up and/or resolution.
Elevate the voice of patient opportunities to Trainers and Supervisors for implementation in training and/or centralized knowledgebase.
Assist patients in enrolling and increasing customer utilization of MyChart App (EPIC EMR).
Coordinates the scheduling of more complex patient appointments, tests, and procedures.
Instructs the patient on pre- and post-procedure protocols (i.e. medication guidelines, food/beverage consumption guidelines, check-in procedures, directions to facilities, etc.).
Updates insurance, financial responsibility, and other data when changes or additions occur, and communicates to patient as appropriate.
Ensures insurance and patient information obtained is complete and accurate, applying acquired knowledge of government and third-party payor requirements.
Identifies, reports, and resolves problems regarding registration or authorizations to appropriate individuals and departments.
Monitors patient flow to ensure they are cared for most efficiently and courteously.
Offers various assistance to patients including arranging transportation needs, providing directions, locating wheelchairs, etc.
Performs visit closure including checking out patients after visits, scheduling follow-up appointments, and providing patients with a visit summary.
Perform other job-related duties as may be assigned.