Patient Service Representative (PSR) - Women's Health Clinic

Carolinas Medical Center; West Allis (WI); Presencial; USD 27.000 - 41.000; Jornada completa

Descripción de la vacante

Advocate Health in West Allis, WI is seeking a Front End Staff member for Womens Care. This role involves patient check-in, data collection, and coordinating appointments at our West Allis and Franklin sites. The PSR will handle insurance information, co-pays, and customer service while maintaining HIPAA compliance.

The position requires a High School Diploma or GED with ability to multitask in a busy front desk environment and rotate between sites as needed.

Formación

• High School Diploma or GED.
• None Required.
• Ability to multitask and manage high-volume workloads in a fast-paced setting.

Responsabilidades

• Check in and register patients, collecting demographic, guarantor, and insurance information.
• Discuss and collect co-pays and other patient responsibilities.
• Obtain accurate information at point of registration to aid timely payments.
• Maintain confidentiality per HIPAA and related regulations.
• Explain insurance basics and financial obligations to patients; refer to Financial Advocates when needed.
• Schedule patient appointments, including virtual and procedural visits; handle reschedules and recalls.

Conocimientos

Patient registration

HIPAA compliance

Customer service

Front desk

Educación

High School Diploma or GED

Descripción del empleo

Department:

09122 AAH West Allis: Womens Care - Front End Staff

Status:

Full time

Benefits Eligible:

Yes

Hou rs Per Week:

40

Schedule Details/Additional Information:

Monday - Friday, primarily 8:30am-5:00pm - hours could vary between 07:30am-5:30pm. The PSR in this role will rotate between our 2 main sites at West Allis and Franklin, WI - 4202 W Oakwood Park Ct covering front desk and other duties as assigned.

Pay Range:

$19.80 - $29.70

Major Responsibilities:

Creates the initial electronic health record that serves as the foundation of the patient medical record that is 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 the Health Insurance Portability and Accountability Act (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 make sure AAH remains compliant with government agencies and regulations . Examples are: 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) . Obtains patient or guarantor signatures as required .

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

Creates a welcoming and professional environment for our patients and visitors by demonstrating extraordinary customer service . Greets patients and visitors and responds to routine requests for information . Answers telephone, screens calls, and takes messages. Maintains excellent public relations with patients, families, and clinical staff as well as demonstrates a willingness and ability to work collaboratively with others for concise and timely flow of information. Proactively communicates issues involving customer service and process improvement opportunities to management. Offers various assistance to patients to include: arranging transportation needs, 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 inbasket 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 and high stress area, working independently to set and meet deadlines, multitask and prioritize work . Must be able to 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 have excellent service recovery skills.

Demonstrated independent thinking and problem-solving skills, ability to exercise judgment to triage issues and conc