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Patient Service Representative Lead, Urgent Care

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Advocate Health Care

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Location:
United States , West Allis ▼

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

21.85 - 32.80 USD / Hour
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Job Description:

Department: 02190 AMG Six Points - Immediate Care. Status: Full time. Benefits Eligible: Yes. Hours Per Week: 40. Schedule Details/Additional Information: Clinic hours of operation Monday-Friday 8am-7pm, Saturday-Sunday and holidays 8am-4pm. Must be available to work evenings, weekends, and holidays. Schedule will typically consist of 2 12-hour and 2 8-hour shift per week. Every other weekend and a holiday rotation is in place. Will support the Six Points West Allis, Rivercenter Milwaukee, and Good Hope Milwaukee locations. Will be required to work shifts regularly at all 3 locations.

Job Responsibility:

  • Creates the initial electronic health record that serves as the foundation of the patient medical record
  • Prevents creation of duplicate medical records
  • 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
  • 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 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
  • 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
  • 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

Requirements:

  • High School Diploma or GED
  • 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
  • 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
  • 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
  • Ability to handle sensitive and confidential information according to internal policies
  • Excellent organizational skills
  • Demonstrated ability to effectively act as a resource to other teammates
  • 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
What we offer:
  • Paid Time Off programs
  • Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability
  • Flexible Spending Accounts for eligible health care and dependent care expenses
  • Family benefits such as adoption assistance and paid parental leave
  • Defined contribution retirement plans with employer match and other financial wellness programs
  • Educational Assistance Program
  • Opportunity for annual increases based on performance
  • Premium pay such as shift, on call, and more based on a teammate's job
  • Incentive pay for select positions

Additional Information:

Job Posted:
February 20, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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