Patient Service Representative; PSR - Orthopedic Clinic

Overview

Department: 02408 AMG Sheboygan - Surgery:
Orthopedics

Status: Full time

Benefits Eligible: Yes

Hours Per Week: 36

Schedule Details/Additional Information:

• Clinic Monday-Friday 8am-5pm.
• Half day off will be based on the needs of the department.

Pay Range: $19.45 - $29.20

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 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, EMTALA, Consent for Treatment, Patient Rights and Responsibilities, IMM, MOON, Notice of Privacy Practices, MSPQ, 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 provide 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.

None Required.

High School Diploma or GED.

None 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…