Patient Service Representative (PSR) - Clinic Imaging Services

Advocate Health•Wauwatosa, WI

2d•$20 - $30

About The Position

The Patient Service Representative (PSR) provides efficient, effective, quality customer service and practice support through general office duties such as scheduling, coding, registration, and billing. The role supports revenue collection by collecting payments at the time of service and entering accurate, current billing information—including address and insurance coverage—into the patient accounting system. The PSR also helps clinical staff maintain accurate medical records. As part of the ambulatory care team, the PSR supports providers and connects with patients to help ensure a seamless, compassionate experience. The position serves patients in person and by phone, assists with appointment and information requests, handles billing and insurance discussions, and supports accurate and timely medical records. The role is based in an office environment with significant patient and public contact and may involve cross-training across specialties and providing staffing support as needed.

Requirements

High school diploma or equivalent.
One to two years of related customer service experience.
Experience handling difficult callers, customers, or patients.
Ability to work independently in a high-profile, high-stress area, set and meet deadlines, multitask, prioritize work, and manage high-volume workloads with interruptions 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 and verbal communication and interpersonal skills, with the ability to communicate professionally with patients, visitors, staff, and physicians.
Ability to discuss insurance coverage and payment considerations with patients.
Strong computer-system knowledge and comfort, proficient typing skills, and technical proficiency with email, Microsoft Office, internet browsers, and phone technology.
Excellent organizational skills.
Ability to operate the equipment necessary to perform the job.
Ability to transition frequently between sitting and standing, sit and stand for extended periods, and remain physically mobile throughout the workday.
Ability to frequently lift up to 10 pounds and occasionally lift 20 pounds or more, and 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.

Responsibilities

Provide efficient, high-quality service to patients arriving for appointments or contacting the practice by phone or in person for appointments or information about tests, procedures, bills, charges, referrals, and other matters.
Enter patient and payer billing information at the time of service and follow up accurately on missing information.
Collect payments at the time of service, including cash when applicable, and follow cash-handling security procedures.
Maintain accurate and timely medical records in accordance with practice and medical group standards.
Educate patients about insurance coverage, including services that may not be covered by their health plan.
Interact with physicians and their staff to resolve issues related to patient care.
Work independently to set and meet deadlines, multitask, prioritize work, and manage high-volume workloads with interruptions in a fast-paced environment.
Triage issues and concerns, exercise judgment, and provide problem-solving support.
Handle sensitive and confidential information according to internal policies.
Act as a resource to other teammates and provide staffing support across specialties as needed.