Patient Service Representative 1 - Hospital

Department: Enterprise Revenue Cycle – Floyd Medical Center, GA

About the role

A Patient Service Representative (PSR) is often a patient’s first impression of Advocate Health and frequently is the starting point and foundation for all Revenue Cycle functions. The PSR creates the initial electronic health record that serves as the foundation of the patient medical record utilized by all members of the healthcare team, preventing creation of duplicate records that can cause treatment safety issues and billing problems. The role ensures compliance with the mandate of the organization’s accrediting bodies to use identifiers to positively identify a patient prior to the delivery of care, ensuring patient safety.

Responsibilities

• Check in and register patients; obtain and verify complete demographic, guarantor, and insurance information.
• Discuss and collect co-pays and other out-of-pocket patient responsibilities to ensure timely payment and prevent billing issues.
• Maintain complete confidentiality regarding patient personal, financial information, and medical records in accordance with HIPAA.
• Understand insurance basics, including commercial and government plans, and recognize which plans Advocate Health contracts with.
• Discuss financial information and obligations with patients, and refer them to Financial Advocates when necessary.
• Enforce compliance with government agencies and regulations, including HIPAA, EMTALA, Consent for Treatment, Patient Rights and Responsibilities, IMM, MOON, Notice of Privacy Practices, MSPQ, and ABN.
• Obtain required patient or guarantor signatures.
• Schedule patient appointments, coordinate cancellations, reschedules, waitlist requests, and recall requests.
• Provide accurate information regarding test preparations, arrival times, medication/food guidelines, check-in procedures, and facility directions.
• Create a welcoming and professional environment for patients and visitors by demonstrating extraordinary customer service.
• Greet patients and visitors, respond to routine requests, answer telephones, screen calls, and take messages.
• Assist patients with transportation needs, directions, wheelchairs, and interpreter services.
• Monitor and work assigned electronic health record work queues following department-approved processes.
• Collect and manage payments, including cash, and follow security protocols for cash handling.
• Interact with physicians and their staff to resolve issues related to patient care.

Requirements

• High School Graduate or equivalent.
• Demonstrate Advocate Health’s purpose, values, and behaviors.
• Ability to work in a high-profile, high-stress area, independently setting and meeting deadlines, multitasking, and prioritizing work.
• Strong attention to detail and accuracy.
• Excellent customer service and interpersonal skills, with the ability to handle a variety of situations.
• Excellent service recovery skills and independent problem-solving abilities.
• Strong communication (written and verbal) skills, with the ability to interact professionally with patients, visitors, staff, and physicians.
• Ability to educate patients on insurance coverage and manage discussions regarding services not covered by their health plan.
• Comfort with computer systems, including insurance verification/eligibility tools, EPIC electronic medical record, patient liability estimation tools, Microsoft Office, internet browsers, and phone technology.
• Understanding of basic medical and insurance terms and abbreviations.
• HIPAA-compliant and knowledgeable of applicable state and federal rules/regulations.
• General understanding of health insurance, including Medicare, Medicaid, managed care, and commercial payers.
• Knowledge of Medicare/HIPAA/EMTALA rules and regulations, and ability to comply with insurance pre-certification requirements.
• Excellent organizational skills and ability to act as a resource to other staff.

Physical Requirements and Working Conditions

• Position may require travel and exposure to weather and road conditions.
• Must respond quickly to patient medical status and emergency situations in cleric areas.
• CPR certification may be required based on service location.
• Notary training/licensure may be required as appropriate for service line and/or facility.
• Operates all necessary equipment 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 transition frequently from sitting to standing and stand/sit for extended periods.
• Frequently lifts up to 10 lbs. and occasionally lifts 20 lbs. or more.
• Must push/pull up to 50 lbs. with assistance (e.g., moving equipment, supplies, or transporting patients).
• Escorts patients to nursing units or outpatient departments as necessary.
• Sensory requirements include vision, hearing, and touch; must speak clearly and use hands for fine motor skills like keyboard data entry.
• May be asked to work a flexible schedule to meet department needs.

Preferred Qualifications

• Experience with insurance verification/eligibility tools, EPIC electronic medical record, patient liability estimation tools, Microsoft Office, internet, and phone technology.

Benefits

• Comprehensive suite of Total Rewards, including competitive compensation and generous retirement offerings.
• Paid Time Off programs.
• Health and welfare benefits (medical, dental, vision, life, 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.
• Premium pay such as shift differential, on-call pay, and more based on the role.
• Incentive pay for select positions.
• Annual compensation increases based on performance.

Note: Eligibility for programs may depend on FTE or status (e.g., full-time, part-time, per diem, temporary).

Pay

Pay Range: $20.80 - $31.20 per hour.

Schedule

• Full-time, benefits-eligible position.
• 40 hours per week.
• Monday - Friday, 8:00 AM - 4:30 PM.