Patient Service Representative (PSR)

American Addiction Centers•Libertyville, IL

1d•Onsite

About The Position

The Patient Service Representative (PSR) provides efficient, high-quality service to patients. This role involves greeting and registering patients in the EMR system, verifying demographic and billing information, and coordinating patient appointments. The PSR also manages incoming telephone lines, distributes communications, and resolves patient inquiries regarding referrals, billing, services, and test results. They schedule future appointments and necessary tests, coordinate with hospital admissions when needed, and notify care areas of patient arrival. Additionally, the PSR attends to waiting patients, ensuring timely service or prompt notification of delays. They identify insurance types, understand different payers, and verify eligibility. The role also includes ensuring accurate billing information is entered, reviewing encounter forms, entering patient charges, and balancing charges. For medical records, the PSR upholds standards for accuracy and timeliness, ensures the availability of necessary documents, maintains medical records, and prepares charts for appointments. Confidentiality of patient information is paramount, and information is released strictly according to policy.

Requirements

High school diploma or equivalent.
One to two years related customer service experience.
Experience handling difficult caller/customers/patients.
CRT/PC experience in a customer service setting.
Strong communication skills.
Ability to solve problems posed by callers seeking referrals, appointments, billing issues and clinical information.

Nice To Haves

Working knowledge of eClinicalWorks and scheduling sections of the eClinicalWorks system preferred.

Responsibilities

Provides efficient, high-quality service to patients who arrive for appointments or who telephone or visit in person to request appointments or information on tests and procedures, bills and charges, referrals, and other matters.
Greets and accurately registers patients in EMR system verifying essential billing and demographic information.
Coordinates scheduling of patient appointments (phone and in-person requests) accurately and efficiently.
Answers multiple incoming telephone lines, accurately determining the appropriate recipient of the call or message and referring them promptly and appropriately.
Distributes communications accurately, based on practice protocol. Includes pagers, faxes, emails.
Resolves a variety of patient questions, including HMO referrals, billing and queries about services and test results; refers complex issues to practice manager or a clinical staff member, as appropriate.
Schedules future appointments and requisitions, laboratory tests, radiology procedures and other special diagnostic tests as needed.
May coordinate with appropriate sections of hospital admission and/or outpatient admissions and surgery.
Notifies patient care area when patient has arrived and is ready to be seen.
Attends to waiting patients in reception and ensures that they are seen in a timely manner or are promptly notified of unexpected delays.
Accurately identifies type of insurance from card, understands different types of payers, and verifies eligibility if necessary.
Ensures entry at time of service of billing information on the patient and payer and accurate follow-up on missing information.
Reviews encounter forms for accuracy and completeness, checks with physician for missing information.
Enters patient charges into the EMR system according to established policies and procedures.
Batches encounter forms and balances charges.
Upholds standards of the practice and of the medical group for accurate and timely medical records.
Ensures the availability of properly prepared patient medical records, daily schedules and related forms.
Maintains medical record including loose filing and re-filing of charts daily.
Pull and prepares charts for appointments.
Maintains confidentiality around all patient information, both in front of each patient being treated and around other patients in the area.
Releases information from records, only according to corporate policies and procedures.
Performs other related duties as required.