Patient Service Representative (PSR) - Urgent Care

Advocate Health; Mount Pleasant (WI); On-site; USD 36,000 - 52,000; Full time

Job summary

Advocate Health’s Aurora Urgent Care seeks a Patient Service Representative to support providers, engage with patients, and ensure a compassionate, seamless experience. This role focuses on front-line patient interactions, scheduling, and information delivery.

The PSR will assist in billing and medical record accuracy as part of an ambulatory care team in a busy walk-in clinic environment. Strong customer service and communication are essential to success.

Qualifications

• High school diploma or equivalent required.
• 1–2 years related customer service experience preferred.
• Experience handling difficult callers/customers/patients is desired.

Responsibilities

• Patient Services: provides efficient, high-quality service to patients for appointments, information, tests, procedures, bills, referrals, and other matters.
• Billing Services: ensures entry of billing information at time of service and accurate follow-up on missing information.
• Medical Record Services: maintains accurate and timely medical records in line with practice standards.

Skills

Customer service experience

Communication skills

Call handling

Education

High school diploma or equivalent

Job description

Job Description Summary:

To provide efficient, effective, quality customer service and practice support through a variety of general office duties including scheduling, coding, registration and billing. Maximize revenues by collecting payment at time of service and entering accurate and up-to-date billing information (address, insurance coverage, etc.) into the patient accounting system. Assists clinical staff in maintaining accurate medical records.

Where you will work:

Aurora Urgent Care offers in-person care for a variety of minor illnesses and injuries that need immediate attention but aren’t an emergency. Our walk-in clinic is open for extended hours, making it a convenient option to get care after hours or if you can’t get in to see your primary care provider.

We’re Looking For:

• High school diploma or equivalent.

• One to two years related customer service experience

• Experience handling difficult callers/customers/patients.

What You’ll Do:

As a Patient Service Representative (PSR), 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:

• 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:

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.

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.