Patient Service Representative

Advocate Health•Aurora Medical Center Sheboygan County - 3400 Union Ave, WI

5d•$21 - $31

About The Position

A Patient Service Representative (PSR) is often a patient’s first impression of Advocate Health and is a starting point for Revenue Cycle functions. The role captures patient demographic, insurance coverage, and financial responsibility information accurately and promptly, helping prevent revenue loss and billing issues while supporting regulatory compliance and patient satisfaction. The PSR connects departments to support the patient experience and the organization’s financial success and often works without direct supervision. The position is part-time, 20 hours per week, with varying first- and second-shift schedules that may change based on department needs. Rotating holidays are part of the schedule. The listed pay range is $20.80–$31.20. The role works in an office environment with significant patient and public contact and may involve exposure to ill or contagious patients. Travel may be required, with exposure to weather and road conditions.

Requirements

High school graduate.
No prior experience required.
Demonstrate Advocate Health’s purpose, values, and behaviors.
Work independently in a high-profile, high-stress, fast-paced environment; set and meet deadlines, multitask, prioritize work, and manage interruptions and large workloads without direct supervision.
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, customer-service, and interpersonal communication skills, including the ability to communicate professionally with patients, visitors, staff, and physicians.
Ability to educate patients about insurance coverage, including services that may not be paid for by their health plan.
Strong computer skills and comfort using computer systems.
Understanding of basic medical and insurance terminology and abbreviations used in scheduling and registration.
Knowledge of HIPAA and applicable state and federal rules and regulations; ability to handle sensitive information according to internal policies.
General understanding of Medicare, Medicaid, managed care, and commercial insurance; ability to explain Medicare, HIPAA, and EMTALA rules and comply with updates to insurance pre-certification requirements.
Excellent organizational skills.
Ability to transition frequently between sitting and standing, remain mobile during the workday, and sit or stand for extended periods.
Ability to lift frequently up to 10 lbs. and occasionally 20 lbs. or more, and to push or pull up to 50 lbs. with assistance.
Ability to use vision, hearing, touch, clear speech, and fine motor skills for keyboard data entry.
Ability to operate equipment necessary to perform the job.
Ability to work a flexible schedule at times to meet department needs.

Nice To Haves

Experience with insurance verification or eligibility tools, EPIC electronic medical record, patient liability estimation tools, email, Microsoft Office, internet, and phone technology.
CPR certification may be required depending on service location.
Notary training or licensure may be required depending on service line or facility.

Responsibilities

Create initial electronic health records and help prevent duplicate records.
Identify patients using required identifiers and follow patient-safety and accrediting-body requirements.
Check in and register patients; obtain and verify demographic, guarantor, and insurance information; discuss and collect copays and other patient financial responsibilities.
Maintain confidentiality of patient and financial information in accordance with HIPAA.
Understand insurance plans and organizational contracts, explain financial obligations, and refer patients to Financial Advocates when appropriate.
Enforce applicable forms, questions, and processes required for compliance with government agencies and regulations; obtain patient or guarantor signatures as required.
Schedule appointments as needed and coordinate cancellations, rescheduling, wait-list, and recall requests.
Provide detailed information about test preparation, arrival times, medication and food or beverage guidelines, check-in procedures, and directions.
Welcome and assist patients and visitors, respond to routine information requests, answer and screen telephone calls, and take messages.
Assist patients with transportation arrangements, directions, wheelchairs, interpreter services, and other needs.
Monitor and work assigned electronic health record queues according to department-approved processes.
Communicate with physicians and their staff to resolve issues related to patient care.
Collect and manage payments, including cash, and follow cash-handling security procedures.
Respond to patient medical-status changes and emergencies occurring in clerical areas.
Escort patients to nursing units or outpatient departments as necessary.
Act as a resource to other staff.