Patient Service Representative (PSR)

Advocate Health • Burlington, WI

5d • $20 - $30

About The Position

The Patient Service Representative creates the initial electronic health record used by the healthcare team, helps prevent duplicate records, and follows patient-identification requirements to support patient safety. The role checks in and registers patients, verifies demographic, guarantor, and insurance information, discusses and collects patient payments, and protects confidential information in accordance with HIPAA. It also requires familiarity with insurance plans, financial responsibility, and referral processes for financial assistance.

The representative enforces applicable rules, forms, and questions required for compliance with government regulations and organizational policies, and obtains patient or guarantor signatures when required. Depending on department needs, the role may schedule and coordinate appointments, provide preparation and arrival instructions, complete visit checkout, schedule follow-ups, provide after-visit summaries, and support patients using the patient portal or app.

The position creates a welcoming, professional experience for patients and visitors by providing customer service, responding to routine requests, answering and screening telephone calls, and coordinating assistance such as transportation, directions, wheelchairs, and interpreter services. Additional duties may include document scanning, fax and electronic health record message handling, responding to emergent needs under clinical-team direction, monitoring assigned electronic health record work queues, and assisting with orientation and training.

This is a full-time position scheduled Monday through Friday, with hours varying between 7:30 and 6:30 and occasional Saturdays. It is based in a normal office environment with significant patient and public contact, and may involve exposure to ill or contagious patients, travel, and weather and road conditions.

Requirements

• High school diploma or GED.
• No prior experience required.
• No license, registration, or certification required.
• Demonstrate Advocate Health purpose, values, and behaviors.
• Ability to work independently in a high-profile, high-stress, fast-paced environment; manage deadlines, interruptions, multitasking, and priorities without direct supervision.
• Strong attention to detail and accuracy.
• Excellent customer service and service recovery skills.
• Independent thinking, problem-solving, and judgment to triage issues and concerns.
• Excellent written, verbal, customer service, interpersonal, and communication skills, with a pleasant and professional demeanor.
• Ability to educate patients about insurance coverage and discuss services that may not be covered by their health plan.
• Ability to interact with physicians and their staff to resolve patient-care-related issues.
• Strong computer-system skills and proficient typing; technical proficiency with email, Microsoft Office, internet browsers, and phone technology.
• Ability to handle sensitive and confidential information according to internal policies.
• Excellent organizational skills and ability to act effectively as a resource to teammates.
• Ability to be cross-trained across specialties and provide staffing support as needed.

Responsibilities

• Create the initial electronic health record and help prevent duplicate medical records.
• Positively identify patients before care and follow applicable patient-safety requirements.
• Check in and register patients; obtain and verify demographic, guarantor, and insurance information.
• Discuss and collect co-pays and other patient financial responsibilities while maintaining confidentiality.
• Recognize insurance plans, explain financial obligations, and refer patients to Financial Advocates when appropriate.
• Enforce applicable rules, forms, and questions for regulatory and organizational compliance; obtain required patient or guarantor signatures.
• As needed, schedule appointments and coordinate cancellations, reschedules, wait-list requests, and recall requests.
• Provide appointment preparation, arrival, medication, food and beverage, check-in, and facility direction information as applicable.
• As needed, complete visit closure, schedule follow-up appointments, provide after-visit summaries, and support use of the patient portal or app.
• Greet patients and visitors, respond to routine information requests, answer and screen calls, and take messages.
• Provide assistance such as arranging transportation, giving directions, locating wheelchairs, and coordinating interpreter services.
• Maintain professional relations and collaborate with patients, families, clinical staff, physicians, and other teammates; communicate service issues and process improvement opportunities to management.
• As assigned, scan documents for Health Information Management, handle incoming and outgoing faxes, address electronic health record inbasket messages, and follow clinical-team direction for emergent needs.
• Monitor and work assigned electronic health record work queues according to approved department processes.
• May assist department leadership with orientation and training.
• Collect and manage payments, including cash when applicable, and follow cash-handling security procedures.

Benefits

• Paid time off programs.
• Medical, dental, vision, life, and short- and long-term disability benefits.
• Flexible Spending Accounts for eligible health care and dependent care expenses.
• Adoption assistance and paid parental leave.
• Defined contribution retirement plans with employer match and other financial wellness programs.
• Educational Assistance Program.
• Competitive compensation, premium pay for select circumstances, incentive pay for select positions, and opportunity for annual performance-based increases.
• Career development and well-being programs.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED