Patient Service Representative (PSR) - Urgent Care Clinic

Advocate Health•Brookfield, WI

1d•$20 - $30

About The Position

The Patient Service Representative (PSR) supports patient registration and front-desk operations in an urgent care clinic. The role creates accurate initial electronic health records, verifies patient identity and registration details, handles insurance and financial information, and helps ensure required organizational and regulatory forms and signatures are completed. The representative maintains confidentiality and explains relevant financial responsibilities to patients, referring them to Financial Advocates when appropriate. The PSR provides welcoming, professional customer service to patients, visitors, families, and clinical staff. Duties may include answering phones, scheduling and coordinating appointments, helping patients with the portal or app, providing visit and test-preparation information, checking patients out, processing documents and messages, coordinating interpreter or transportation assistance, and monitoring electronic health record work queues. The representative may also help orient and train colleagues. This is a full-time position of 40 hours per week. The role follows a variable four-day schedule. During non-weekend rotation weeks, team members work four 10-hour shifts; every third weekend, they work Saturday and Sunday 12-hour shifts and three 9-hour shifts during the week. Team members work two holidays per year, one major and one minor. The position is in a normal office environment with significant patient and public contact and may involve exposure to ill or contagious patients. Travel may be required.

Requirements

High school diploma or GED.
No prior experience required.
No licensure, registration, or certification required.
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 manage high-volume work with interruptions and 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, verbal, customer-service, and interpersonal communication skills, with the ability to communicate professionally with patients, visitors, staff, and physicians.
Ability to explain insurance coverage and discuss services that may not be paid by a patient’s health plan.
Strong computer-system skills and typing proficiency, including experience with email, Microsoft Office, internet browsers, and phone technology.
Ability to handle sensitive and confidential information in accordance with internal policies.
Excellent organizational skills.
Ability to serve effectively as a resource to other teammates.
Ability to operate equipment necessary to perform the job.
Ability to transition frequently between sitting and standing, remain mobile during the workday, and sit or stand for extended periods.
Ability to frequently lift up to 10 pounds and occasionally lift 20 pounds or more.
Ability to push or pull up to 50 pounds with assistance.
Sensory abilities including vision, hearing, and touch; ability to speak clearly and use fine motor skills for keyboard data entry.
May be required to travel and be exposed to weather and road conditions.

Responsibilities

Create the initial electronic health record accurately and help prevent duplicate patient records.
Follow patient-identification procedures before patient care is delivered.
Check in and register patients; obtain and verify demographic, guarantor, and insurance information; and discuss and collect copayments and other out-of-pocket responsibilities.
Maintain confidentiality of patient, financial, and medical-record information in accordance with HIPAA and internal policies.
Understand insurance plans, organizational contracting, financial-responsibility requirements, and when to refer patients to Financial Advocates.
Ensure required forms, notices, questions, and signatures are completed in accordance with applicable organizational and government requirements.
Schedule appointments when assigned, including virtual and procedural appointments, and coordinate cancellations, rescheduling, wait-list requests, and recall requests.
Provide patients with accurate information about test preparation, arrival times, medication or food and beverage guidelines, check-in procedures, and directions.
Perform visit closure when assigned, including checking out patients, scheduling follow-up appointments, and providing after-visit summaries.
Educate and support patients in using the patient portal or app.
Greet patients and visitors, respond to routine requests, answer and screen telephone calls, and take messages.
Maintain effective working relationships and timely information flow with patients, families, clinical staff, and other colleagues.
Communicate customer-service issues and process-improvement opportunities to management.
Assist patients with needs such as transportation, directions, wheelchairs, and interpreter services.
Handle assigned document scanning, incoming and outgoing faxes, electronic health record inbasket messages, and clinical-team-directed emergent needs.
Monitor and work assigned electronic health record work queues according to department procedures.
Collect and manage payments, including cash where applicable, and follow cash-handling security procedures.
Interact with physicians and their staff to resolve issues related to patient care.
May assist department leadership with orientation and training.
May be cross-trained in other specialties and provide staffing support as needed.