Patient Service Representative

Progressive Community Health Centers•Milwaukee, WI

27d

About The Position

The Patient Service Representative (PSR) performs tasks early in the revenue cycle, helping optimize patient registration, appointment scheduling, and in-network referrals. The role includes cross-functional clerical and patient-support duties such as telephone registration, scheduling, administrative work, and data entry. PSRs greet and assess patients seeking services, collect information, provide patient education, direct patients and visitors, and support patient flow. The position is full-time in Milwaukee, Wisconsin. Progressive Community Health Centers is an independent nonprofit founded in 1999, operating four clinics in Milwaukee. Its more than 100 employees support a mission to improve community health and quality of life through culturally competent services. The organization provides comprehensive care to approximately 16,000 patients annually, including many low-income patients, and does not turn patients away based on insurance status or ability to pay. Services include family and internal medicine, women's health, urgent care, dental, radiology, integrated behavioral health, case management, health education, and benefits enrollment. Employees, employed providers, and volunteers are required to be vaccinated. Hired candidates must submit proof of vaccination before orientation. The stated purpose of this requirement is to minimize workplace influenza exposure and transmission and protect employees and the community served.

Requirements

High school diploma or equivalent education.
One year of healthcare experience.
Working knowledge of Medicaid, Medicare, and commercial health plans.
Ability to work with people from various cultural, ethnic, and socioeconomic populations.
Ability to work in a fast-paced team environment requiring accuracy and attention to detail.
Vaccination is mandatory; hired candidates must submit proof before orientation.

Nice To Haves

Experience with the Epic practice management system.

Responsibilities

Greet patients and visitors and respond to routine information requests.
Answer telephone calls, screen calls, and take messages.
Register patients and obtain demographic and insurance information.
Verify insurance coverage; collect copays, deductibles, and prior balances; post payments; and update demographic and insurance information.
Schedule appointments and coordinate cancellations, rescheduling, and additions to schedules.
Provide accurate information about test preparations, arrival times, and directions or other instructions patients need.
Recommend appropriate additional services or health education campaigns to patients.
Document caller feedback and provide it to appropriate parties for follow-up or resolution.
Share patient-service opportunities with trainers and supervisors for possible use in training or a centralized knowledge base.
Assist patients with enrolling in and using the MyChart app (EPIC EMR).
Coordinate scheduling for complex appointments, tests, and procedures.
Instruct patients on pre- and post-procedure protocols, including medication and food or beverage guidelines, check-in procedures, and directions.
Update insurance, financial responsibility, and other information when it changes, and communicate relevant information to patients.
Ensure insurance and patient information is complete and accurate, applying knowledge of government and third-party payer requirements.
Identify, report, and resolve registration or authorization problems with appropriate individuals and departments.
Monitor patient flow to support efficient and courteous care.
Assist patients with needs such as transportation arrangements, directions, and locating wheelchairs.
Complete visit closure by checking out patients, scheduling follow-up appointments, and providing visit summaries.
Perform other job-related duties as assigned.