Patient Service Representative I

PRN (as-needed) part-time position for last-minute coverage in the Emergency Department. Schedule includes every other weekend and weekday shifts, with 3 weeks of training. Not benefits-eligible.

Responsibilities

• Greets patients arriving for appointments.
• Monitors patient flow to ensure efficient and courteous care.
• Ensures all patient demographic and insurance information is complete and accurate.
• Completes registration for walk-in patients, verifying and updating demographic and insurance details.
• Verifies insurance benefits and calculates patient out-of-pocket financial liability.
• Requests and collects past due and present balances or estimates.
• Follows Financial Clearance policy for non-urgent services if clearance or authorization is pending.
• Identifies patients needing financial assistance and refers them to a Financial Counselor.
• Performs visit closure, including checkout, scheduling follow-ups, collecting additional patient responsibility, and providing necessary documents.
• Maintains knowledge of Medicare, Medicaid, and third-party payer requirements, guidelines, and policies.
• Proactively communicates customer service and process improvement opportunities to management.
• Meets productivity and accuracy requirements (98% accuracy rate).
• Maintains excellent public relations with patients, families, and clinical staff.

Requirements

• High school diploma or GED required.
• Experience in patient access (scheduling, registration, financial clearance), insurance verification, billing, or as a certified medical assistant 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.
• Compliance with updates on insurance pre-certification requirements.
• Mathematical aptitude, effective oral and written communication, and critical thinking skills.
• Understanding of basic human anatomy, medical terminology, and procedures for patient referral, pre-certification, and authorization.
• Ability to speak effectively to customers and employees with a professional demeanor.
• Handles sensitive and confidential information according to internal policies.
• Experience with Microsoft Outlook, Word, Excel, and ADT software.
• Ability to write routine correspondence, calculate figures, and determine work priorities.
• Works with minimal supervision, problem-solves in high-stress areas, and interacts positively with all customers.

Work Environment

• Exposed to a normal office environment.
• Sits for the majority of the workday.
• Occasionally lifts up to 10 lbs.
• Operates all necessary equipment to perform the job.

Pay

Pay range: $20.80 - $31.20 per hour.

Benefits

• Base compensation within the listed pay range based on qualifications, skills, experience, and training.
• Premium pay (e.g., shift differential, on-call pay) for eligible roles.
• Incentive pay for select positions.
• Annual performance-based increases.
• Paid Time Off programs (eligibility varies by FTE/status).
• 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 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 U.S., created from the combination of Advocate Aurora Health and Atrium Health. It provides care under the names Advocate Health Care (Illinois), Atrium Health (Carolinas, Georgia, Alabama), and Aurora Health Care (Wisconsin). The system is a national leader in clinical innovation, health outcomes, consumer experience, and value-based care, serving nearly 6 million patients. Headquartered in Charlotte, North Carolina, Advocate Health employs 155,000 teammates across 69 hospitals and over 1,000 care locations. It offers one of the nation’s largest graduate medical education programs with over 2,000 residents and fellows across more than 200 programs. The organization is committed to equitable care and provides over $6 billion in annual community benefits.