Patient Service Representative I - AHWFB Surgical Specialists-Wilkes

About the role

The Patient Services Representative (PSR) position at Wake Forest Health Network is a full-time, benefits-eligible role located at the WFBMG Wake Forest Health Network: N Wilkesboro West Park - Surgery: General.

Responsibilities

• Greets patients arriving for their appointments.
• Maintains patient flow to ensure efficient and courteous service.
• Ensures all patient demographic and insurance information is complete and accurate.
• Completes the registration process on walk-in patients, verifying and updating patient information.
• Verifies insurance benefits, calculates and collects patient financial liability, and requests and collects past due and present balances.
• Fulfills financial clearance requirements for non-urgent patient services.
• Identifies and refers patients in need of financial assistance to a Financial Counselor.
• Performs visit closure, including checking out patients, scheduling follow-up appointments, collecting additional patient responsibility, and providing patient with appropriate documents.
• Maintains knowledge of and references materials related to Medicare, Medicaid, and third-party payer requirements, guidelines, and policies.
• Communicates issues involving customer service and process improvement opportunities to management.
• Maintains productivity requirements to ensure excellent service.
• Maintains accuracy and meets established department productivity measurements.
• Maintains excellent public relations with patients, families, and clinical staff.
• Communicates effectively with customers or employees of the organization.
• Handles sensitive and confidential information according to internal policies.
• Writes routine correspondence, calculates figures and amounts such as discounts and percentages.
• Works with minimal supervision, solves problems in a high-profile and high-stress area, and interacts positively with all internal and external customers.

Qualifications

• High school diploma or GED required.
• Patient access (scheduling, registration, and financial clearance) experience preferred.

Skills

• Ability to identify and understand issues and problems.
• 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 the 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.
• Experience with Microsoft Outlook, Word, and Excel and ADT software.
• Ability to write routine correspondence, calculate figures and amounts such as discounts and percentages.
• Must be able to work with minimal supervision, to 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 priority of work.

Benefits

Advocate Health offers a comprehensive suite of Total Rewards, including:

• Compensation
• 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
• Education Assistance Program

Work Environment

The Patient Services Representative (PSR) position is 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.