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Advocate Health Care Logo Advocate Health Care · Customer Service

Patient Service Representative

United States, Aurora 19.80 - 29.70 USD / Hour · Job Posted February 14, 2026
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Job Description

Patient Service Representative (PSR) for the Orthopedics department at Aurora Sinai Medical Center. Responsible for creating the initial electronic health record, patient check-in and registration, insurance verification, scheduling, and providing excellent customer service in a fast-paced clinical environment.

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
  • 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
  • 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
  • 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
  • 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
  • Strong attention to detail and accuracy
  • Excellent customer service skills in a variety of situations
  • 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
  • Educate patients on the insurance coverage aspect of their care
  • Interact with physicians and their staff to resolve issues related to the patient care
  • Collect and manage payments including cash payments
  • Strong understanding and comfort level with computer systems and proficient typing skills
  • 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
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