Patient Svc Rep

aah; Oshkosh (WI); On-site; USD 59,600,000 - 89,401,000; Full time

Job summary

AAH is seeking a Front End Staff member in Oshkosh, WI to handle patient registration, data entry into the electronic health record, and daily front-desk tasks. You will verify demographics, insurance, and co-pays while ensuring privacy and compliance with HIPAA.

The role emphasizes excellent customer service, clear communication, and ability to multitask in a busy healthcare setting. Schedule is full-time, 40 hours per week, Monday through Friday.

Qualifications

• Must have PSR I experience and meet promotion criteria
• High School Diploma or GED required
• Demonstrate HIPAA awareness and data privacy
• Exhibit strong customer service and communication skills

Responsibilities

• Create and maintain the initial electronic health record for patient care teams
• Check in and register patients, verify demographics and insurance information
• Collect co-pays and explain financial responsibilities to patients
• Maintain confidentiality and comply with HIPAA and EMTALA requirements
• Provide accurate information on tests, directions, and visit procedures

Skills

HIPAA compliance

Registration knowledge

Customer service

Multitasking

Attention to detail

Education

High School diploma or GED

Job description

Department:

09122 AMG Doctors Court - Front End Staff

Status:

Full time

Benefits Eligible:

Yes

Hou rs Per Week:

40

Schedule Details/Additional Information:

Full time, Monday through Friday

Pay Range:

$20.80 - $31.20

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 procedu r al ; may also 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. May perform visit closure, including checking out patients after their visit, scheduling follow-up appointment(s), and providing patients with the after-visit summary.
• 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.
• 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 . Offers various assistance to patients to include: arranging transportation needs, providing directions, locating a wheelchair, coordinating interpreter services, etc.
• May assist with advanced duties, including but not limited to orientation and training for patient services staff ; patient communications, including patient dismissals ; participating in committees or quality improvement projects ; support ing clinicians' quality metrics ; and editing of clinician's schedules .
• Monitors and works assigned electronic health record work queues, following the department's approved process.

Licensure, Registration, and/or Certification Required:

None Required.

Education Required:

High School Diploma or GED

Experience Required:

Must be in the PSR I for 12 current months and meet promotion criteria

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 handle large 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 concerns. Champion of standardizing practices when new processes are implemented and help trouble shoot challenges.
• Excellent communication (written & verbal), customer service and interpersonal skills, ability to effectively communicate w