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Aurora Health Care · 10 hours ago

Patient Service Representative (PSR) I

Milwaukee, WI

Full-time

Onsite

Entry Level

1+ years exp

Aurora Health Care is seeking a Patient Service Representative (PSR) I to create and manage patient medical records and ensure compliance with healthcare regulations. The role involves patient registration, insurance verification, and providing exceptional customer service to enhance the patient experience.

Health Care

H1B Sponsor Likely

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

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

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

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; supporting clinicians’ quality metrics; and editing of clinician’s schedules

Monitors and works assigned electronic health record work queues, following the department’s approved process

Qualification

EPIC electronic medical recordInsurance verification toolsHIPAA complianceCustomer service skillsAttention to detailProblem-solving skillsMicrosoft OfficeBasic medical terminologyCash handlingInterpersonal skillsOrganizational skillsCommunication skills

Required

High School Diploma or GED

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

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 with a variety of patients, visitors, staff and physicians in a pleasant professional demeanor

Educate patients on the insurance coverage aspect of their care including managing the discussion for services that will not or may not be paid by their health plan

Interact with physicians and their staff to resolve issues related to the patient care

Collect and manage payments including cash payments, if applicable, and follow security related to cash handling

Strong understanding and comfort level with computer systems

Demonstrated technical proficiency including experience with insurance verification/eligibility tools, EPIC electronic medical record, patient liability estimation tools, electronic email, Microsoft Office, internet browser and phone technology

Understanding of basic medical and insurance terms and abbreviations typically used in the patient scheduling and registration process

HIPAA-compliant and knowledgeable of applicable state and federal rules/regulations

Ability to handle sensitive and confidential information according to internal policies

General understanding of health insurance: Medicare, Medicaid, managed care, and commercial payers

Knowledge and ability to articulate explanations of Medicare/HIPAA/EMTALA rules and regulations and comply with updates on insurance pre-certification requirements

Excellent organizational skills

Demonstrated ability to effectively act as a resource to other teammates

This position requires travel, therefore, will be exposed to weather and road conditions

Operates all equipment necessary to perform the job

Exposed to a normal office environment with significant patient and public contact

May be exposed to ill or contagious patients

Must be able to transition from sitting to standing frequently

Must be able to stand and sit for extended periods of time and be physically mobile throughout the workday

Frequently lifts to 10 lbs. and occasionally lifts 20 lbs. or more

Must be able to push/pull up to 50 lbs. with assistance

Sensory requirements include vision, hearing and touch

Must also be able to speak clearly

Must be able to use hands with fine motor skills for keyboard data entry

May be asked to work a flexible schedule at times to meet the needs of the department

Company

Aurora Health Care

At Aurora Health Care, helping people live well is what drives us – it’s our purpose and what we do every day.

Founded in 1984

Milwaukee, Wisconsin, USA

10001+ employees

http://aurorahealthcare.org

H1B Sponsorship

Aurora Health Care has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2024 (1)

2023 (1)

2022 (2)

2021 (1)

2020 (1)