Patient Service Representative (PSR) - Immediate Care Clinic

Advocate Health•Milwaukee, WI

2d•$20 - $30•Onsite

About The Position

The Patient Service Representative (PSR) is responsible for creating the initial electronic health record, which serves as the foundation for the patient's medical record used by the entire healthcare team. This role is crucial for preventing duplicate medical records, ensuring patient safety, and facilitating accurate billing. The PSR registers patients, verifies demographic and insurance information, and collects co-pays and other patient responsibilities. They maintain strict confidentiality of patient information in accordance with HIPAA. The role requires knowledge of insurance basics, understanding of various commercial and government plans, and the ability to discuss financial obligations with patients, referring them to Financial Advocates when necessary. The PSR must also ensure compliance with government regulations such as HIPAA, EMTALA, and others, obtaining necessary signatures. Additionally, they may schedule appointments, provide detailed patient instructions, manage visit closures, and assist patients with the patient portal. A key aspect of the role is creating a welcoming environment through exceptional customer service, answering phones, and maintaining positive public relations. They may also be involved in scanning documents, managing faxes, handling in-basket messages, and assisting with emergent needs as directed by the clinical team. Monitoring electronic health record work queues and assisting with orientation and training are also part of the responsibilities.

Requirements

High School Diploma or GED.
Demonstrate the Advocate Health purpose, values and behaviors.
Ability to work in a high profile and high stress area, working independently to set and meet deadlines, multitask and prioritize work.
Must be able to manage high-volume workloads with many interruptions in a fast-paced environment without direct supervision.
May be cross-trained across various specialties and provide staffing support as needed.
Strong attention to detail and accuracy.
Excellent customer service skills in a variety of situations.
Must have 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 including managing the discussion for services that will not or may not be paid by their health plan.
Interact with physicians and their staff to resolve issues related to the 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

None explicitly mentioned, but the ability to be cross-trained across various specialties implies a willingness to learn and adapt.

Responsibilities

Creates the initial electronic health record that serves as the foundation of the patient medical record.
Prevents creation of duplicate medical records.
Ensures compliance with organizational mandates for positive patient identification.
Checks in and registers patients; obtains and verifies complete demographic, guarantor, and insurance information.
Discusses and collects co-pays and other out-of-pocket patient responsibilities.
Maintains complete confidentiality regarding patient personal/financial information and medical records in accordance with HIPAA.
Understands insurance basics, recognizes commercial and government plans, and knows which plans AAH contracts with.
Understands and discusses financial information and obligations with patients, and knows when to refer patients to Financial Advocates.
Ensures compliance with government agencies and regulations such as HIPAA, EMTALA, Consent for Treatment, Patient Rights and Responsibilities, Important Message from Medicare (IMM), Medicare Outpatient Observation Notice (MOON), Notice of Privacy Practices, Medicare Secondary Payer Questionnaire (MSPQ), and Advanced Beneficiary Notice (ABN).
Obtains patient or guarantor signatures as required.
May schedule patient appointments, including virtual and procedural; may also coordinate cancellations, reschedules, wait list requests, and recall requests.
May provide accurate, detailed information regarding test preparations, patient arrival time, medication/food/beverage consumption guidelines, check-in procedures, and directions to the facility.
May perform visit closure, including checking out patients after their visit, scheduling follow-up appointment(s), and providing patients with the after-visit summary.
May educate and support patients with the patient portal/app.
Creates a welcoming and professional environment for patients and visitors by demonstrating extraordinary customer service.
Greets patients and visitors and responds to routine requests for information.
Answers telephone, screens calls, and takes messages.
Maintains excellent public relations with patients, families, and clinical staff.
Demonstrates a willingness and ability to work collaboratively with others for concise and timely flow of information.
Proactively communicates issues involving customer service and process improvement opportunities to management.
Offers various assistance to patients to include: arranging transportation needs, providing directions, locating a wheelchair, coordinating interpreter services, etc.
May be responsible for e-scanning documents to Health Information Management (HIM), addressing incoming/outgoing fax, addressing in-basket messages via the electronic health record, and following direction from the clinical team for emergent needs.
Monitors and works assigned electronic health record work queues, following the department’s approved process.
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
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