Patient Service Representative

Atrium Health Wake Forest Baptist · Lexington, NC · 4 wk ago

On-siteHealthcare$20.8–$31.2/hrPart-time

Department: Enterprise Revenue Cycle – Wake Forest, Lexington, NC
Arrival Status: Part-time, benefits ineligible
Hours per week: Varies as needed, including weekends and holidays, to ensure coverage across all shifts.

About the role

The Patient Services Representative (PSR) completes patient registration duties, including collecting and validating accurate patient demographic and insurance information, obtaining pre-certification or authorization as required, and entering all necessary information into the Wake Forest Baptist Medical Center (WFBMC) ADT system. The PSR informs patients of their estimated liability, collects patient liabilities, identifies patients in need of financial assistance, and refers patients to financial counseling as necessary. This position requires multitasking and effective problem-solving skills, with an emphasis on fostering positive relationships with all patients to provide quality service.

Responsibilities

Greets patients arriving for their appointments.
Monitors patient flow to ensure patients are cared for in the most efficient and courteous manner.
Ensures all patient demographic and insurance information is complete and accurate.
Completes the registration process on walk-in patients, verifies and/or updates patient demographic and insurance information if changes or additions have occurred.
Verifies insurance benefits.
Obtains, calculates, and collects the patient’s out-of-pocket financial liability.
Requests and collects past due and present balances or estimates due.
Follows the Financial Clearance policy for non-urgent patient services if financial clearance has not been completed or authorization has not been obtained, when appropriate.
Identifies patients in need of financial assistance and refers patients to Financial Counselor.
Performs visit closure, including checking out patients, scheduling follow-up appointment(s), collecting additional patient responsibility (when applicable), and providing the patient with appropriate documents.
Maintains knowledge of and reference materials for Medicare, Medicaid, and third-party payer requirements, guidelines, and policies, insurance plans requiring pre-authorization/referral, and a list of current accepted insurance plans.
Proactively communicates issues involving customer service and process improvement opportunities to management.
Meets productivity requirements to ensure excellent service is provided to customers.
Meets or exceeds performance expectations of a 98% accuracy rate and established department productivity measurements.
Maintains excellent public relations with patients, families, and clinical staff, demonstrating a willingness and ability to work collaboratively with others for concise and timely flow of information.

Requirements

High school diploma or GED required.
Patient access (scheduling, registration, and financial clearance), insurance verification, billing, or certified medical assistant experience preferred.

Skills & Qualifications

Ability to identify and understand issues and problems; examines data and draws logical conclusions based on available information.
Knowledge and ability to articulate explanations of Medicare, HIPAA, and EMTALA rules and regulations, and comply with updates on insurance pre-certification requirements.
Mathematical aptitude, effective oral and written communication skills, and critical thinking skills.
Understanding of basic human anatomy, medical terminology, and procedures for application in patient referral, pre-certification, and authorization processes.
Ability to speak effectively to customers or employees of the organization; presents a pleasant, professional demeanor and image during telephone conversations.
Ability to handle sensitive and confidential information according to internal policies.
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
Experience with Microsoft Outlook, Word, Excel, and ADT software.
Ability to write routine correspondence, calculate figures and amounts such as discounts and percentages.
Ability to work with minimal supervision, problem-solve in a high-profile and high-stress area, and interact positively with all internal and external customers while possessing the ability to determine the priority of work.

Work Environment

Exposed to a normal office environment.
Must be able to sit the majority of the workday.
Occasionally lifts up to 10 lbs.
Operates all equipment necessary to perform the job.

Pay

Pay range: $20.80 - $31.20 per hour.

Benefits

As a part-time, benefits-ineligible teammate, eligibility for programs may vary. Advocate Health offers a comprehensive suite of Total Rewards for eligible teammates, including:

Compensation: Base pay within the listed range, premium pay (e.g., shift, on-call), incentive pay for select positions, and annual performance-based increases.
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: Adoption assistance and paid parental leave.
Retirement: Defined contribution plans with employer match and other financial wellness programs.
Educational Assistance Program.

About the Organization

Advocate Health is the third-largest nonprofit, integrated health system in the United States, created from the combination of Advocate Aurora Health and Atrium Health. Providing care under the names Advocate Health Care in Illinois; Atrium Health in the Carolinas, Georgia, and Alabama; and Aurora Health Care in Wisconsin, Advocate Health is a national leader in clinical innovation, health outcomes, consumer experience, and value-based care. Headquartered in Charlotte, North Carolina, Advocate Health serves nearly 6 million patients and is engaged in hundreds of clinical trials and research studies, with Wake Forest University School of Medicine serving as the academic core of the enterprise. It is nationally recognized for its expertise in cardiology, neurosciences, oncology, pediatrics, and rehabilitation, as well as organ transplants, burn treatments, and specialized musculoskeletal programs. Advocate Health employs 155,000 teammates across 69 hospitals and over 1,000 care locations and offers one of the nation’s largest graduate medical education programs with over 2,000 residents and fellows across more than 200 programs. Committed to providing equitable care for all, Advocate Health provides more than $6 billion in annual community benefits.