Patient Service Representative - Heart & Lung Specialists

Position Overview

The Patient Service Representative (PSR) acts as liaison between patients and the professional staff by facilitating clerical and reception responsibilities and assisting in administrative tasks. PSRs collaborate with clinical staff to ensure the community receives comprehensive and compassionate health care. This position does not directly manage any other caregivers.

Accurately schedules appointments based on department scheduling guidelines, maximizing patient access and provider utilization. Uses the electronic health system to maintain department appointment requests, waitlists, and follow-up reports.

Performs real time eligibility (RTE) for insurance benefits. Uses RTE information to route scheduling requests or schedule appointments. Ensures authorization is linked to all appointments at the time of check-in. Reconciles daily schedules with appointment reports and addresses registration-related work queue items requiring resolution prior to encounter closure.

Accurately records patient demographics, insurance, and billing information at scheduling, check-in, and check-out. Courteously requests appropriate patient payments and processes all payment types (copays, co-insurance, prepayment, deductible, self-pay balances). Completes daily deposits and batch reports. Provides patients with printed After Visit Summary upon request, schedules follow-up visits, and collects any remaining copay due for the day’s services.

Maintains patient access-related departmental files, programs, and lists. Performs daily readiness activities such as turning on computers, equipment, kiosks, and preparing patient waiting areas and check-in areas. Ensures supplies are fully stocked and assists with processing electronic and telephone messages, worklist entries, and basic work queue items within the electronic health record. Provides entry-level support and knowledge of document collection and distribution, forbidding and distributing patient documents and information to appropriate staff.

Handles faxing, scanning, and indexing medical records into the document management system and opening/distributing incoming communications.

Delivers customer service and patient care in a timely, efficient, and accurate manner. Supports the vision, mission, and values of the organization. Provides direction and assistance to patients as needed, facilitates scheduling and/or interpretive services, and supports Lean principles of continuous improvement. Maintains a safe environment for caregivers, patients, and guests, and supports the onboarding process of new caregivers.

• Required:
  
  High school diploma or GED.

• Required:
  
  Ability to travel to business functions, trainings, meetings, and all St. Charles Health System worksites.

• Required:
  
  None.
• Preferred:
  One year of clerical support in a healthcare setting or related experience and basic medical terminology.

Must be able to wear appropriate Personal Protective Equipment (PPE) required to perform the job safely.

• Strong communication, interpersonal, and teamwork skills.
• Excellent organizational, written, and oral communication, and customer service skills.
• Basic mathematical skills (addition, subtraction, multiplication, division) with ability to perform intermediate to advanced analytical calculations.
• Proficient in English and basic to intermediate computer applications, including electronic medical records systems and MS Office.

• Continuously (75% or more):
  Clear and audible speaking voice, ability to hear normal speech level.
• Frequently (50%):
  Sitting, standing, walking, lifting 1–10 pounds, keyboard operation.
• Occasionally (25%):
  Bending, climbing stairs, reaching overhead, carrying/pushing or pulling 1–10 pounds, grasping/squeezing.
• Rarely (10%):
  Stooping/kneeling/crouching, lifting or pushing 11–15 pounds, vehicle operation.
• Never (0%):
  Climbing ladder/step-stool, lifting 25–50 pounds, whispered speech level.

Weekly hours: 40, Regular shift:
First shift (United States).

Consumer Type:
Representative. Exempt:
No. Caregiver Type:
Regular.