Patient Service Representative

About Progressive Community Health Centers

Founded in 1999, Progressive Community Health Centers is an independent non-profit organization that operates four clinic locations in Milwaukee, Wisconsin. More than 100 employees support our agency's mission to improve the health and quality of life of the community by providing culturally competent services that address identified needs. We provide high quality, comprehensive care to roughly 16,000 patients annually, a majority of who are low-income. No one is ever turned away from our clinics based on insurance status or ability to pay. We value a patient-centered philosophy and provide range of services that include family medicine, internal medicine, women's health, urgent care, dental, radiology and integrated behavioral health. We also offer supportive services such as case management, health education and Benefits Enrollment.

Summary

The Patient Service Representative (PSR) performs those tasks that occur early in the revenue cycle process. It is these functions that have an early impact on patient experience and revenue outcomes. The primary role of the PSR is to optimize registration, and appointment scheduling and support in-network referrals. Performs a variety of cross-functional clerical and patient support duties including telephone registration, scheduling, clerical administrative duties, and/or data entry duties. PSRs are responsible for greeting and assessing patients in need of services, performing data collection, and providing patient education. Also, directs patients and visitors to appropriate areas and assists with patient flow.

Essential Functions

• Greets patients and visitors and responds to routine requests for information.
• Answers telephone, screen calls, and takes messages.
• Registers patients; obtains demographic and insurance information; verifies insurance coverage, collects co-pays, deductibles, and previous balances; posts payments and updates demographic and insurance information.
• Schedules patient appointments and coordinates cancellations, reschedules, and additions to schedules.
• Provides accurate, detailed information regarding test preparations, time patient to arrive, and any other directional information needed by the patient.
• Recommend the next best actions or cross-promotional opportunities to patients to educate them on appropriate additional services or health education campaigns.
• Document and provide feedback from callers to the appropriate parties for follow-up and/or resolution.
• Elevate the voice of patient opportunities to Trainers and Supervisors for implementation in training and/or centralized knowledgebase.
• Assist patients in enrolling and increasing customer utilization of MyChart App (EPIC EMR).