Patient Service Representative (PSR) - Call Center, Urology

Advocate Aurora Health; Pleasant Prairie (WI); On-site; USD 30,000 - 40,000; Full time

Job summary

A leading healthcare provider in Pleasant Prairie is seeking a dedicated individual to join their Urology department. This full-time role involves creating patient records, ensuring accurate registrations, and providing exceptional customer service. The ideal candidate will have a high school diploma and strong communication skills. Join a team that values patient care and service excellence.

Benefits

Benefits Eligible

Qualifications

• Ability to work independently in a high-pressure environment.
• Strong attention to detail and accuracy.
• Excellent customer service and service recovery skills.

Responsibilities

• Creates initial electronic health record for patients.
• Checks in and registers patients, ensuring accurate information.
• Provides excellent customer service and supports patient needs.

Skills

Customer Service

Attention to Detail

Problem Solving

Effective Communication

Education

High School Diploma or GED

Tools

Microsoft Office

Job description

Department:

02380 AMG Pleasant Prairie - Urology

Status:

Full time

Benefits Eligible:

Yes

Hours Per Week:

40

Schedule Details/Additional Information:

Schedule varies, start as early as 7:45am, ending no later than 4:30pm Monday-Friday.

Major Responsibilities:

Creates the initial electronic health record that serves as the foundation of the patient medical record used by the healthcare team. Prevents duplicate medical records to ensure treatment safety and billing accuracy. Ensures compliance with organizational and accrediting bodies' mandates for patient identification to ensure safety.

Checks in and registers patients; verifies demographic, guarantor, and insurance information; discusses and collects co-pays and out-of-pocket responsibilities. Accurate registration helps ensure timely payment and prevents billing issues. Maintains confidentiality per HIPAA regulations.

Knows insurance basics, recognizes commercial and government plans, and understands when a financial responsibility statement is needed. Discusses financial obligations with patients and refers to Financial Advocates when necessary.

Familiar with compliance rules, forms, and questions related to regulations like HIPAA, EMTALA, Patient Rights, Medicare notices, and others. Obtains necessary signatures.

May schedule patient appointments, including virtual and procedural, and coordinate cancellations, reschedules, and follow-ups. Provides detailed instructions on test preparations, arrival times, and directions. Performs visit closure tasks, including follow-up scheduling and providing after-visit summaries. Supports patient portal/app education.

Creates a welcoming environment with excellent customer service. Greets patients, responds to inquiries, answers calls, screens messages, and maintains good public relations. Communicates proactively with management regarding customer service and process improvements. Assists patients with transportation, directions, wheelchair needs, and interpreter services. May handle document scanning, faxing, and electronic messages as directed.

Monitors electronic health record work queues according to department procedures.

May assist with orientation and training of new staff.

Licensure, Registration, and/or Certification Required:

None Required.

Education Required:

High School Diploma or GED.

Experience Required:

None Required.

Knowledge, Skills & Abilities Required:

• Aligns with Advocate Health’s purpose, values, and behaviors.
• Ability to work independently in a high-pressure environment, multitask, prioritize, and meet deadlines.
• Strong attention to detail and accuracy.
• Excellent customer service and service recovery skills.
• Independent thinking, problem-solving, and judgment skills.
• Effective communication with patients, visitors, staff, and physicians.
• Educates patients on insurance coverage and manages discussions on unpaid services.
• Interacts with physicians and staff to resolve care-related issues.
• Handles payments securely, including cash, if applicable.
• Proficient with computer systems, typing, email, Microsoft Office, internet, and phone technology.
• Maintains confidentiality and demonstrates organizational skills.
• Acts as a resource to team members.

Physical Requirements and Working Conditions:

• May require travel and exposure to weather and road conditions.
• Operates necessary equipment.
• Works in a typical office environment with patient contact; may encounter contagious patients.
• Must be able to sit, stand, and move physically throughout the day.
• Frequently lifts up to 10 lbs., occasionally more; can push/pull up to 50 lbs. with assistance.
• Visual, auditory, touch, and speech abilities required for communication and data entry.

DISCLAIMER:

Responsibilities and requirements are subject to modification to accommodate individuals with disabilities. Employees must follow additional instructions and duties as assigned by leadership.