Patient Service Representative (PSR)

Advocate Health and Hospitals Corporation•Burlington, WI

About The Position

The Patient Service Representative (PSR) supports front-end patient services by creating accurate electronic health records, registering and checking in patients, verifying demographic, guarantor, and insurance information, and collecting applicable copayments and other patient financial responsibilities. The role helps prevent duplicate medical records and supports patient safety by using required identifiers before care is delivered. It also maintains the confidentiality of patient and financial information in accordance with HIPAA. The PSR explains insurance and financial obligations, recognizes commercial and government insurance plans, and refers patients to Financial Advocates when appropriate. The position enforces required forms, signatures, and processes to support compliance with government regulations and organizational requirements, including HIPAA, EMTALA, Medicare notices, and patient rights and consent requirements. Depending on departmental needs, the representative may schedule and coordinate appointments, provide preparation and arrival instructions, complete visit checkouts, support use of the patient portal, and handle patient communications and service requests. The role also works electronic health record queues, may process documents and messages, and may assist with orientation and training. The PSR contributes to a welcoming, professional environment and works collaboratively with patients, visitors, clinical staff, and physicians. This full-time position is scheduled Monday through Friday, with varying hours between 7:30 and 6:30 and occasional Saturdays. It involves significant patient and public contact in a normal office environment, with possible exposure to ill or contagious patients and, when travel is required, weather and road conditions. The role requires frequent transitions between sitting and standing, mobility throughout the workday, occasional lifting and assisted pushing or pulling, and keyboard and other fine motor use.

Requirements

High school diploma or GED.
Demonstrate Advocate Health's purpose, values, and behaviors.
Ability to work independently in a high-profile, high-stress area, set and meet deadlines, multitask, and prioritize work.
Ability to manage high-volume workloads and interruptions in a fast-paced environment without direct supervision.
Strong attention to detail and accuracy.
Excellent customer service and service recovery skills.
Independent thinking and problem-solving skills, with the judgment to triage issues and concerns.
Excellent written and verbal communication, customer service, and interpersonal skills, including a pleasant and professional demeanor with patients, visitors, staff, and physicians.
Ability to educate patients about insurance coverage and discuss services that may not be paid by their health plan.
Ability to interact with physicians and their staff to resolve issues related to patient care.
Strong understanding of and comfort with computer systems, proficient typing skills, 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 act effectively as a resource to teammates.
Ability to operate all equipment necessary to perform the job.
Ability to transition frequently between sitting and standing, remain seated or standing for extended periods, and be 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.
Ability to meet sensory requirements involving vision, hearing, and touch, speak clearly, and use fine motor skills for keyboard data entry.

Responsibilities

Create accurate initial electronic health records and help prevent duplicate records.
Use required patient identifiers before the delivery of patient care.
Check in and register patients; obtain and verify demographic, guarantor, and insurance information.
Discuss and collect copayments and other applicable out-of-pocket patient responsibilities.
Maintain confidentiality of patient personal, financial, and medical information in accordance with HIPAA.
Explain insurance coverage and financial obligations, recognize insurance plans, and refer patients to Financial Advocates when appropriate.
Enforce required rules, forms, questions, and signatures to support compliance with government and organizational requirements.
As needed, schedule appointments, including virtual and procedural appointments, and coordinate cancellations, reschedules, wait-list requests, and recall requests.
As needed, provide accurate instructions about test preparation, arrival times, medication or food and beverage guidelines, check-in procedures, and facility directions.
As needed, check patients out, 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.
Provide assistance such as arranging transportation, giving directions, locating wheelchairs, and coordinating interpreter services.
Communicate and collaborate with patients, families, clinical staff, and physicians to support timely information flow and resolve patient-care-related issues.
Proactively communicate customer service issues and process improvement opportunities to management.
As needed, scan documents to Health Information Management, handle incoming and outgoing faxes, address electronic health record inbox messages, and follow clinical-team direction for emergent needs.
Monitor and work assigned electronic health record queues according to department-approved processes.
Collect and manage payments, including cash when applicable, and follow cash-handling security procedures.
May assist department leadership with orientation and training.
May be cross-trained across specialties and provide staffing support as needed.

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, such as shift or on-call pay, based on the teammate's job.
Incentive pay for select positions.
Opportunity for annual increases based on performance.
Career development and well-being programs.