PSR- OBGYN

American Addiction Centers

About The Position

This role, a Patient Service Representative (PSR) in OBGYN, is a part-time position responsible for creating and maintaining accurate electronic health records, ensuring patient identification, and preventing duplicate records. The PSR handles patient check-in and registration, verifies demographic and insurance information, and collects co-pays and other patient responsibilities. A key aspect of the role involves understanding and discussing financial obligations with patients, including knowledge of various insurance plans (commercial and government) and when to refer patients to Financial Advocates. The PSR must ensure compliance with regulations like HIPAA, EMTALA, and Medicare guidelines, obtaining necessary patient signatures. Additionally, the role involves scheduling appointments, managing cancellations and reschedules, and providing detailed patient information regarding preparations and procedures. The PSR also performs visit closure tasks, maintains excellent public relations, and provides extraordinary customer service by greeting patients, answering calls, and offering assistance such as arranging transportation or interpreter services. Advanced duties may include training staff, participating in quality improvement projects, and supporting clinicians' quality metrics. The position requires monitoring and working assigned electronic health record work queues.

Requirements

Must be in the PSR I for 12 current months and meet promotion criteria.
High School Diploma or GED.
Demonstrate the Advocate Health purpose, values and behaviors.
Ability to work in a high profile and high stress area, working independently to set and meet deadlines, multitask and prioritize work.
Ability to handle large workloads with many interruptions in a fast-paced environment without direct supervision.
Strong attention to detail and accuracy.
Excellent customer service skills in a variety of situations.
Excellent service recovery skills.
Demonstrated independent thinking and problem-solving skills, ability to exercise judgment to triage issues and concerns.
Champion of standardizing practices when new processes are implemented and help trouble shoot challenges.
Excellent communication (written & verbal), customer service and interpersonal skills, ability to effectively communicate with a variety of patients, visitors, staff and physicians in a pleasant professional demeanor.
Ability to educate patients on the insurance coverage aspect of their care including managing the discussion for services that will not or may not be paid by their health plan.
Ability to interact with physicians and their staff to resolve issues related to the patient care.
Ability to collect and manage payments including cash payments, if applicable, and follow security related to cash handling.
Strong understanding and comfort level with computer systems.
Demonstrated technical proficiency including experience with insurance verification/eligibility tools, EPIC electronic medical record, patient liability estimation tools, electronic email, Microsoft Office, internet browser and phone technology.
Understanding of basic medical and insurance terms and abbreviations typically used in the patient scheduling and registration process.
HIPAA-compliant and knowledgeable of applicable state and federal rules/regulations.
Ability to handle sensitive and confidential information according to internal policies.
General understanding of health insurance: Medicare, Medicaid, managed care, and commercial payers.
Knowledge and ability to articulate explanations of Medicare/HIPAA/EMTALA rules and regulations and comply with updates on insurance pre-certification requirements.
Excellent organizational skills.
Demonstrated ability to effectively act as a resource to other teammates.

Responsibilities

Create the initial electronic health record, serving as the foundation of the patient medical record.
Prevent the creation of duplicate medical records to avoid treatment safety and billing issues.
Follow and ensure compliance with organizational mandates for patient identification to ensure patient safety.
Check in and register patients, obtaining and verifying complete demographic, guarantor, and insurance information.
Discuss and collect co-pays and other out-of-pocket patient responsibilities.
Maintain complete confidentiality regarding patient personal/financial information and medical records in accordance with HIPAA.
Know insurance basics, recognize commercial and government plans, and understand AAH contracts.
Understand and discuss financial information and obligations with patients, and refer to Financial Advocates when needed.
Ensure compliance with government agencies and regulations (e.g., HIPAA, EMTALA, Consent for Treatment, Patient Rights, IMM, MOON, Notice of Privacy Practices, MSPQ, ABN).
Obtain patient or guarantor signatures as required.
Schedule patient appointments (virtual and procedural), coordinate cancellations, reschedules, wait list requests, and recall requests.
Provide accurate, detailed information regarding test preparations, patient arrival time, medication/food/beverage consumption guidelines, check-in procedures, and directions.
Perform visit closure, including checking out patients, scheduling follow-up appointments, and providing after-visit summaries.
Maintain excellent public relations with patients, families, and clinical staff, and work collaboratively for timely information flow.
Proactively communicate customer service issues and process improvement opportunities to management.
Create a welcoming and professional environment by demonstrating extraordinary customer service.
Greet patients and visitors and respond to routine requests for information.
Answer telephone, screen calls, and take messages.
Offer various assistance to patients, including arranging transportation, providing directions, locating wheelchairs, and coordinating interpreter services.
Assist with advanced duties such as orientation and training for patient services staff, patient communications, participating in committees or quality improvement projects, supporting clinicians’ quality metrics, and editing clinician’s schedules.
Monitor and work assigned electronic health record work queues.

Benefits

Compensation Base compensation listed within the listed pay range based on factors such as qualifications, skills, relevant experience, and/or training
Premium pay such as shift, on call, and more based on a teammate's job
Incentive pay for select positions
Opportunity for annual increases based on performance
Paid Time Off programs
Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability
Flexible Spending Accounts for eligible health care and dependent care expenses
Family benefits such as adoption assistance and paid parental leave
Defined contribution retirement plans with employer match and other financial wellness programs
Educational Assistance Program