Patient Service Representative (PSR) - Family Care Clinic

Advocate Health•Milwaukee, WI

3d•$20 - $30•Onsite

About The Position

The Patient Service Representative (PSR) supports patient access and clinic operations by creating accurate electronic health records, preventing duplicate records, and positively identifying patients before care. The role registers patients, verifies demographic, guarantor, and insurance information, discusses financial responsibilities, collects payments, and protects confidential information in accordance with HIPAA. The PSR applies knowledge of insurance plans, organizational contracts, financial responsibility requirements, and applicable regulations. The position enforces required rules and forms, obtains signatures, and refers patients to Financial Advocates when appropriate. Duties may also include scheduling and coordinating appointments, providing visit-preparation information, checking patients out, arranging follow-up appointments, sharing after-visit summaries, and helping patients use the patient portal or app. The role provides a welcoming, professional experience for patients and visitors; answers calls and routine questions; coordinates support such as transportation, directions, wheelchairs, and interpreter services; and collaborates with clinical staff. Additional duties may include handling documents and messages, working assigned electronic health record queues, supporting urgent clinical-team needs, and assisting leadership with orientation and training. The position requires managing a high-volume, frequently interrupted workload while maintaining accuracy, confidentiality, and responsive customer service.

Requirements

High school diploma or GED.
No prior experience required.
No licensure, registration, or certification required.
Demonstrate Advocate Health's purpose, values, and behaviors.
Ability to work independently, set and meet deadlines, multitask, prioritize, and manage frequent interruptions in a high-stress, high-volume environment.
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, 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 skills, proficient typing, and 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 serve as a resource to teammates.
Ability to operate 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

Create accurate initial electronic health records and help prevent duplicate medical records.
Positively identify patients before care and follow organizational safety and accreditation requirements.
Check in and register patients; obtain and verify demographic, guarantor, and insurance information.
Discuss and collect copays and other out-of-pocket responsibilities, including cash when applicable, following cash-handling security procedures.
Maintain confidentiality of patient, financial, and medical information in accordance with HIPAA and internal policies.
Apply knowledge of insurance plans, organizational contracts, and financial responsibility requirements; refer patients to Financial Advocates when appropriate.
Enforce required rules and forms related to regulations and organizational policies, and obtain patient or guarantor signatures as required.
May schedule appointments, including virtual and procedural appointments, and coordinate cancellations, rescheduling, wait-list requests, and recalls.
May provide test-preparation, arrival-time, medication or dietary, check-in, and facility-directions information.
May complete visit closure, schedule follow-up appointments, provide after-visit summaries, and educate or support patients with the patient portal or app.
Greet patients and visitors, respond to routine information requests, answer and screen telephone calls, and take messages.
Maintain professional relationships with patients, families, clinical staff, physicians, and visitors; collaborate to support timely information flow.
Proactively communicate customer-service issues and process-improvement opportunities to management.
Assist patients with needs such as transportation, directions, wheelchairs, and interpreter services.
May scan documents to Health Information Management, handle incoming and outgoing faxes, address electronic health record inbox messages, and follow clinical-team directions for emergent needs.
Monitor and work assigned electronic health record queues according to department processes.
May assist department leadership with orientation and training.
Manage a high-volume workload, prioritize tasks, multitask, meet deadlines, and work independently in a fast-paced environment.
Use judgment and problem-solving skills to triage issues and concerns and act as a resource to teammates.

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.
Premium pay, including shift and on-call pay, based on the role.
Incentive pay for select positions.
Opportunity for annual performance-based increases.
Career-development programs.