Patient Service Representative (PSR) - Clinic

Aurora Health Care; Shawano (WI); On-site; USD 30,000 - 40,000; Full time

Job summary

A healthcare organization in Shawano, Wisconsin is seeking a patient services representative. The role involves managing electronic health records, registering patients, and providing exceptional customer service. Candidates should have a High School Diploma and strong attention to detail, as well as excellent interpersonal and problem-solving skills. This position is crucial for ensuring a positive patient experience in a high-volume healthcare setting.

Qualifications

• Demonstrates strong attention to detail and accuracy in a busy environment.
• Excellent customer service and communication skills are essential.
• Ability to multitask and prioritize effectively.

Responsibilities

• Creates and manages patient health records ensuring compliance with regulations.
• Registers patients, collects payments, and provides information regarding services.
• Offers support and resolves issues related to patient care with physicians.

Skills

Customer service skills

Interpersonal skills

Attention to detail

Problem-solving skills

Computer proficiency

Education

High School Diploma or GED

Tools

Microsoft Office

Electronic health records systems

Job description

Major Responsibilities

Creates the initial electronic health record that serves as the foundation of the patient medical record utilized by all members of the healthcare team. Prevents creation of duplicate medical records that can cause treatment safety issues and billing problems. Follows and ensures compliance with the mandate of the organization’s accrediting bodies to use identifiers to positively identify a patient prior to the delivery of patient care to ensure patient safety.

Checks in and registers patients; obtains and verifies complete demographic, guarantor, and insurance information; discusses and collects co‑pays and other out‑of‑pocket patient responsibilities. Obtaining accurate information at the point of registration helps ensure timely payment to the organization and prevents billing issues and patient complaints. Maintains complete confidentiality regarding patient personal/financial information and medical records in accordance with HIPAA.

Knows insurance basics and recognizes commercial and government plans. Understands which plans AAH contracts with and when a statement of financial responsibility is needed. Understands and discusses financial information and obligations with patients. Knows how and when to refer patients to Financial Advocates.

Has knowledge of which rules, forms and questions must be enforced to keep AAH compliant with government agencies and regulations. Examples include:

• HIPAA
• Emergency Medical Treatment and Active Labor Act (EMTALA)
• Consent for Treatment
• Patient Rights and Responsibilities
• Important Message from Medicare (IMM)
• Medicare Outpatient Observation Notice (MOON)
• Notice of Privacy Practices
• Medicare Secondary Payer Questionnaire (MSPQ)
• Advanced Beneficiary Notice (ABN)

Makes sure patient or guarantor signatures are obtained as required.

May schedule patient appointments, including virtual and procedural; coordinate cancellations, reschedules, wait‑list requests, and recall requests. Provides accurate, detailed information regarding test preparations, patient arrival time, medication/food/beverage consumption guidelines, check‑in procedures, directions to facility, etc. Performs visit closure, including checking out patients after their visit, scheduling follow‑up appointment(s), and providing patients with the after‑visit summary. Educates and supports patients with the patient portal/app.

Creates a welcoming and professional environment by demonstrating extraordinary customer service. Greets patients and visitors, responds to routine requests for information, answers telephone, screens calls, and takes messages. Maintains excellent public relations with patients, families, and clinical staff and demonstrates a willingness to work collaboratively for concise and timely flow of information. Proactively communicates issues involving customer service and process improvement opportunities to management. Offers assistance including arranging transportation, providing directions, locating a wheelchair, coordinating interpreter services, etc.

May be responsible for e‑scanning documents to Health Information Management (HIM), addressing incoming/outgoing fax, addressing in‑basket messages via the electronic health record, and following direction from the clinical team for emergent needs.

Monitors and works assigned electronic health record work queues, following the department’s approved process.

May assist department leadership with orientation and training.

Licensure, Registration, and/or Certification Required

None Required.

Education Required

High School Diploma or GED.

Experience Required

None Required.

Knowledge, Skills & Abilities Required

Demonstrate the Advocate Health purpose, values and behaviors.

Ability to work in a high‑profile, high‑stress area independently, set and meet deadlines, multitask, and prioritize work. Must manage high‑volume workloads with many interruptions in a fast‑paced environment without direct supervision. May be cross‑trained across various specialties and provide staffing support as needed.

Strong attention to detail and accuracy.

Excellent customer service skills in a variety of situations. Must perform excellent service recovery.

Demonstrated independent thinking and problem‑solving skills, ability to exercise judgment to triage issues and concerns.

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.

Educate patients on insurance coverage aspects of their care, including managing discussions for services that may not be paid by their health plan.

Interact with physicians and their staff to resolve issues related to patient care.

Collect and manage payments, including cash payments if applicable, and follow security related to cash handling.

Strong understanding and comfort with computer systems and proficient typing skills. Demonstrated technical proficiency with electronic email, Microsoft Office, internet browser, and phone technology.

Ability to handle sensitive and confidential information according to internal policies.

Excellent organizational skills.

Demonstrated ability to effectively act as a resource to other teammates.

Physical Requirements and Working Conditions

This position may require travel, thereby exposing the employee to weather and road conditions.

Operates all equipment necessary to perform the job.

Exposed to a normal office environment with significant patient and public contact and may be exposed to ill or contagious patients.

Must transition from sitting to standing frequently, stand and sit for extended periods, and be physically mobile throughout the workday.

Frequently lifts up to 10 lbs. and occasionally lifts 20 lbs. or more, such as moving equipment, supplies or transporting patients/charts.

Must be able to push/pull up to 50 lbs. with assistance.

Sensory requirements include vision, hearing and touch; must speak clearly.

Must be able to use hands with fine motor skills for keyboard data entry.

All responsibilities and requirements are subject to possible modification to accommodate individuals with disabilities.

This job description in no way states or implies that these are the only responsibilities to be performed by an employee occupying this job or position. Employees must follow any other job‑related instructions and perform any other job‑related duties requested by their leaders.