Patient Service Representative (PSR)

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 organizations accrediting bodies to use identifiers to positively

identify

a patient prior to the delivery of patient care to ensure patient safety.

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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)

.

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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.

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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

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May schedule patient appointments

, including virtual and procedural

; may also coordinate cancellations, reschedules, wait list requests, and recall requests.

May p

rovide

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.

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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.

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Monitors and works assigned electronic health record work queues, following the departments approved process.

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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:

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Demonstrate the

Advocate Health

purpose,

values

and behaviors.

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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 be

cross-trained

across various

specialties

and provide staffing support as needed.

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Strong attention to detail and accuracy.

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Excellent customer service skills in a variety of situations

.

Must have excellent service recovery skills.

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Demonstrated independent thinking and problem-solving skills, ability to exercise judgment to triage issues and concerns

.

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

and

proficient

typing skills

. Demonstrated technical

proficiency

including experience with electronic email, Microsoft Office, internet browser and phone technology.

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Ability to handle sensitive and confidential information according to internal policies.

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Excellent organizational skills.

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Demonstrated ability to effectively act as a resource to other

teammates.

Physical Requirements and Working Conditions:

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This position

may

require travel, therefore, will be exposed to weather and road conditions.

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Operates all equipment necessary to perform the job.

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Exposed to a normal office environment

with significant patient and public contact

.

May be exposed to ill or contagious patients.

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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.

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

.

This occurs when moving equipment and supplies and when transporting patients and/or charts.

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

assistance

.

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Sensory requirements include vision, hearing and touch

.

Must also be able to speak

clearly.

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

DISCLAIMER

All responsibilities and requirements are subject to possible modification to reasonably accommodate individuals with disabilities.

This job description in no way states or implies that these are the only responsibilities to be performed by an employee occupying this job or position.

Employees must follow any other job-related instructions and perform any other job-related duties requested by their leaders.