Aurora Health Care
Patient Service Representative (PSR), Endocrinology
Aurora Health Care, Milwaukee, Wisconsin, United States, 53244
Base pay range
$19.45/hr - $29.20/hr Major Responsibilities
Creates the initial electronic health record that serves as the foundation of the patient medical record used by all members of the healthcare team. Prevents creation of duplicate medical records to avoid treatment safety issues and billing problems. Follows and ensures compliance with accrediting bodies to use patient identifiers prior to delivering 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. Obtains accurate information at point of registration to support timely payment and prevent billing issues and patient complaints. Maintains confidentiality of patient information in accordance with HIPAA. Understands insurance basics, recognizes commercial and government plans, and explains financial obligations to patients; referrals to Financial Advocates as needed. Seeks and enforces required rules, forms, and questions to ensure compliance with government agencies and regulations (examples: HIPAA, EMTALA, Consent for Treatment, Patient Rights and Responsibilities, IMM, MOON, Notice of Privacy Practices, MSPQ, ABN); obtains signatures as required. May schedule patient appointments (including virtual and procedural); coordinates cancellations, reschedules, wait list requests, and recall requests; provides information on test preparations, arrival times, procedures, and directions; may perform visit closure and scheduling of follow-up appointments; may educate patients on portal/app use. Creates a welcoming, professional environment through customer service; greets patients and visitors, answers calls, screens messages, and maintains positive relations with patients, families, and staff. Proactively communicates issues and process improvement opportunities to management; assists patients with transportation, wheelchair access, interpreter services, etc. May assist with e-scanning documents, managing faxes, and handling inbasket messages in the electronic health record; supports clinical team for emergent needs. Monitors electronic health record work queues and follows 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, high-stress area, independently set and meet deadlines, multitask, and prioritize work; manage high-volume workloads with interruptions in a fast-paced environment without direct supervision. Cross-training across various specialties and willingness to provide staffing support as needed. Strong attention to detail and accuracy. Excellent customer service skills and service recovery abilities. Independent thinking and problem-solving, with the ability to triage issues. Excellent written and verbal communication; ability to interact professionally with patients, visitors, staff, and physicians. Educate patients on insurance coverage and discuss services that may not be paid by their health plan. Interact with physicians and staff to resolve patient care issues. Collect and manage payments, including cash handling where applicable, with appropriate security. Proficiency with computer systems, typing, and basic office software; comfortable with email, internet, and phone technology. Handle sensitive and confidential information according to internal policies. Excellent organizational skills and ability to serve as a resource to teammates. Physical Requirements And Working Conditions
This position may require travel and exposure to weather and road conditions. Operates equipment necessary to perform the job. Works in a normal office environment with significant patient and public contact and may be exposed to ill or contagious patients. Must be able to transition between sitting and standing frequently and be physically mobile throughout the workday. Frequently lifts up to 10 lbs and occasionally lifts 20 lbs or more; may push/pull up to 50 lbs with assistance. Sensory requirements include vision, hearing, and touch. Must be able to use hands for keyboard data entry. Disclaimer: All responsibilities and requirements are subject to modification to reasonably accommodate individuals with disabilities. This job description does not state or imply that these are the only responsibilities; employees may be asked to perform other duties as needed by leaders.
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$19.45/hr - $29.20/hr Major Responsibilities
Creates the initial electronic health record that serves as the foundation of the patient medical record used by all members of the healthcare team. Prevents creation of duplicate medical records to avoid treatment safety issues and billing problems. Follows and ensures compliance with accrediting bodies to use patient identifiers prior to delivering 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. Obtains accurate information at point of registration to support timely payment and prevent billing issues and patient complaints. Maintains confidentiality of patient information in accordance with HIPAA. Understands insurance basics, recognizes commercial and government plans, and explains financial obligations to patients; referrals to Financial Advocates as needed. Seeks and enforces required rules, forms, and questions to ensure compliance with government agencies and regulations (examples: HIPAA, EMTALA, Consent for Treatment, Patient Rights and Responsibilities, IMM, MOON, Notice of Privacy Practices, MSPQ, ABN); obtains signatures as required. May schedule patient appointments (including virtual and procedural); coordinates cancellations, reschedules, wait list requests, and recall requests; provides information on test preparations, arrival times, procedures, and directions; may perform visit closure and scheduling of follow-up appointments; may educate patients on portal/app use. Creates a welcoming, professional environment through customer service; greets patients and visitors, answers calls, screens messages, and maintains positive relations with patients, families, and staff. Proactively communicates issues and process improvement opportunities to management; assists patients with transportation, wheelchair access, interpreter services, etc. May assist with e-scanning documents, managing faxes, and handling inbasket messages in the electronic health record; supports clinical team for emergent needs. Monitors electronic health record work queues and follows 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, high-stress area, independently set and meet deadlines, multitask, and prioritize work; manage high-volume workloads with interruptions in a fast-paced environment without direct supervision. Cross-training across various specialties and willingness to provide staffing support as needed. Strong attention to detail and accuracy. Excellent customer service skills and service recovery abilities. Independent thinking and problem-solving, with the ability to triage issues. Excellent written and verbal communication; ability to interact professionally with patients, visitors, staff, and physicians. Educate patients on insurance coverage and discuss services that may not be paid by their health plan. Interact with physicians and staff to resolve patient care issues. Collect and manage payments, including cash handling where applicable, with appropriate security. Proficiency with computer systems, typing, and basic office software; comfortable with email, internet, and phone technology. Handle sensitive and confidential information according to internal policies. Excellent organizational skills and ability to serve as a resource to teammates. Physical Requirements And Working Conditions
This position may require travel and exposure to weather and road conditions. Operates equipment necessary to perform the job. Works in a normal office environment with significant patient and public contact and may be exposed to ill or contagious patients. Must be able to transition between sitting and standing frequently and be physically mobile throughout the workday. Frequently lifts up to 10 lbs and occasionally lifts 20 lbs or more; may push/pull up to 50 lbs with assistance. Sensory requirements include vision, hearing, and touch. Must be able to use hands for keyboard data entry. Disclaimer: All responsibilities and requirements are subject to modification to reasonably accommodate individuals with disabilities. This job description does not state or imply that these are the only responsibilities; employees may be asked to perform other duties as needed by leaders.
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