Bilingual Patient Service Representative (English/Spanish)

American Addiction Centers•Milwaukee, WI

1d•$20 - $30•Onsite

About The Position

The Patient Service Representative creates the initial electronic health record, ensuring accurate patient identification and preventing duplicate records. They register patients, verify demographic and insurance information, and collect co-pays. This role requires knowledge of insurance basics, compliance with regulations like HIPAA and EMTALA, and the ability to discuss financial obligations with patients. Responsibilities may include scheduling appointments, providing patient education on procedures and the patient portal, and maintaining a welcoming environment. The representative also handles phone calls, manages electronic health record work queues, and may assist with training. Bilingual proficiency in English and Spanish is required.

Requirements

High School Diploma or GED.
Bilingual proficiency in English and Spanish.
Ability to work in a high profile and high stress area.
Ability to work independently to set and meet deadlines, 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.
Interact with physicians and their staff to resolve issues related to 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 and ensures accurate patient identification.
Registers patients, obtains and verifies demographic, guarantor, and insurance information.
Discusses and collects co-pays and other out-of-pocket patient responsibilities.
Maintains confidentiality of patient information in accordance with HIPAA.
Understands insurance basics, contracted plans, and when a statement of financial responsibility is needed.
Ensures compliance with government regulations and obtains necessary patient signatures.
May schedule patient appointments, including virtual and procedural, and manage cancellations/reschedules.
May provide information regarding test preparations, arrival times, and check-in procedures.
May perform visit closure, including checking out patients and scheduling follow-up appointments.
May educate and support patients with the patient portal/app.
Creates a welcoming and professional environment, demonstrating excellent customer service.
Answers telephone, screens calls, and takes messages.
Maintains public relations with patients, families, and staff, and collaborates effectively.
Proactively communicates customer service and process improvement opportunities to management.
Offers various assistance to patients, such as arranging transportation or coordinating interpreter services.
May be responsible for e-scanning documents, addressing faxes, and managing in-basket messages.
Monitors and works assigned electronic health record work queues.
May assist department leadership with orientation and training.

Benefits

Comprehensive suite of Total Rewards: benefits and well-being programs
Competitive compensation
Generous retirement offerings
Programs that invest in your career development
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