Patient Service Representative (PSR) Clinic- Imaging

American Addiction Centers•Germantown, WI

2d•$20 - $30•Onsite

About The Position

The Patient Service Representative (PSR) in the Imaging Clinic 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 that can lead to safety and billing issues. The PSR ensures patient safety by positively identifying patients before care delivery, adhering to organizational mandates. They also handle patient check-in and registration, verifying demographic, guarantor, and insurance information, and collecting co-pays and other patient responsibilities to ensure timely payment and prevent billing problems. Maintaining patient confidentiality in accordance with HIPAA is paramount. The role requires knowledge of insurance basics, contracted plans, and when financial responsibility statements are needed. Additionally, the PSR must understand and discuss financial information with patients, referring them to Financial Advocates when necessary. They ensure compliance with government regulations and agencies by enforcing rules, forms, and questions related to HIPAA, EMTALA, Consent for Treatment, Patient Rights and Responsibilities, and various Medicare notices. The PSR may also schedule appointments, coordinate cancellations and reschedules, provide information about test preparations, and manage visit closure, including providing after-visit summaries and educating patients on the patient portal. A key aspect of the role is creating a welcoming environment through exceptional customer service, answering phones, screening calls, and maintaining positive public relations with patients, families, and staff. They proactively communicate customer service issues and process improvement opportunities to management and offer assistance with transportation, directions, wheelchairs, and interpreter services. Responsibilities may also include e-scanning documents, managing faxes, addressing in-basket messages, and following directions for emergent needs. The PSR monitors electronic health record work queues and may assist with orientation and training.

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.
Ability to work independently to set and meet deadlines.
Ability to multitask and prioritize work.
Must be able 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.
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.
Must be able to transition from sitting to standing frequently.
Must be able to stand and sit for extended periods of time and be physically mobile throughout the workday.
Frequently lifts to 10 lbs. and occasionally lifts 20 lbs. or more.
Must be able to push/pull up to 50 lbs. with assistance.
Sensory requirements include vision, hearing and touch.
Must also be able to speak clearly.
Must be able to use hands with fine motor skills for keyboard data entry.

Nice To Haves

May be cross-trained across various specialties and provide staffing support as needed.

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 mandates to use identifiers to positively identify a patient prior to the delivery of patient care.
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, contracted plans, and when a statement of financial responsibility is needed.
Understands and discusses financial information and obligations with patients, and refers patients to Financial Advocates when appropriate.
Ensures compliance with government agencies and regulations (e.g., HIPAA, EMTALA, Consent for Treatment, Patient Rights and Responsibilities, Medicare notices).
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

Compensation 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