Patient Service Representative (PSR) Lead - Clinic

Advocate Health; New Franken (WI); On-site; USD 22,000 - 33,000; Full time

Job summary

Aurora Medical Group, part of Advocate Health, is hiring a Patient Service Lead to support providers, connect with patients, and ensure a compassionate, seamless experience.

In this role, you will lead patient services staff, ensure timely information, and support billing and medical records processes within the ambulatory care team at our New Franken location in Wisconsin.

Qualifications

• High school diploma or equivalent required.
• Three years of related customer service experience and/or leadership.
• Experience handling difficult callers or patients.

Responsibilities

• Lead patient services staff, including training, scheduling, and performance guidance.
• Provide high-quality patient service for appointments, information, and referrals.
• Ensure accurate billing information is entered at the point of service.
• Maintain accurate medical records according to policies.

Skills

Customer service

Leadership

Communication

Conflict resolution

Education

High school diploma or equivalent

Job description

Where You Will Work:

Aurora Medical Group (AMG) is part of Advocate Health, one of the nation’s largest nonprofit health systems. With more than 350 locations across Illinois and Wisconsin, AMG offers a wide range of specialties and services, including primary care, medical and surgical care, pediatrics, women’s health, behavioral health, and more. Our team is dedicated to delivering exceptional care and improving health outcomes in the communities we serve. Joining AMG means being part of a collaborative, patient-focused environment where innovation and quality care thrive.

We’re Looking For:

• High school diploma or equivalent.
• Three years related customer service experience and/or in providing leadership
• Experience handling difficult caller/customers/patients.

What You’ll Do:

Schedule: Monday - Friday, between 6:30am-5:30pm (typically an 8 hr shift)

As a Patient Service Representative (PSR) Lead, you’ll play a vital role in the care team – supporting providers, connecting with patients, and helping ensure a seamless, compassionate experience every day.

As a key member of the ambulatory care team, you will:

• Lead: Acts as a resource to patient services staff, which includes training/orienting, providing day-to-day work direction, scheduling of staff, and giving input on performance. Assigns, monitors, and reviews progress and accuracy of work, directs efforts and provides guidance on more complex issues/concerns.
• Patient Services: Provides efficient, high-quality service to patients who arrive for appointments or who telephone or visit in person to request appointments or information on tests and procedures, bills and charges, referrals, and other matters.
• Billing Services: Ensures entry at time of service of billing information on the patient and payer and accurate follow-up on missing information.
• Medical Record Services: Upholds standards of the practice and of the medical group for accurate and timely medical records.

About This Location:

Our primary care physicians at Aurora Family Medicine in New Franken, WI, provide the high-quality, personalized care you deserve.Primary careis the first point of contact in health care and our family doctors in New Franken are here to care for your entire family. The team at our 4070 Equestrian Rd, New Franken, family practice is committed to your health and wellness. We provide comprehensive preventive care, such as annual physical exams and vaccinations. We're also well trained in the diagnosis and treatment of acute illnesses and chronic diseases and can refer you to specialists if needed.

Your feedback matters. Every teammate’s voice is vital in shaping our culture and improving care. We value your insights and experiences because they help us grow stronger together.

Physical Requirements and Working Conditions:

• Ability to function in a high volume, multiple-task environment, and in a crowded or closely shared workspace.
• Exposure to ill patients.
• Ability to work under stressful conditions with demanding customers.
• Must lift up to 35 pounds without help. For patient lifts of over 35 pounds, or when patient is unable to assist with the lift, patient handling equipment is expected to be used, with at least one other associate, when available. Unique patient lifting/movement situations will be assessed on a case-by-case basis.

This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent may be required to perform other related duties.