Patient Service Representative I Hospital

About the role

The Patient Service Representative (PSR) is a key member of the Enterprise Revenue Cycle - Behavioral Health team in Charlotte, NC. This position is responsible for creating the initial electronic health record, ensuring compliance with regulatory mandates, and providing exceptional customer service to patients and visitors.

Responsibilities

• Create the initial electronic health record and ensure its accuracy.
• Prevent the creation of duplicate medical records to avoid treatment safety issues and billing problems.
• Follow and ensure compliance with accrediting bodies' mandates to positively identify patients before delivering care.
• Register and check in 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 confidentiality of patient personal/financial information and medical records in accordance with HIPAA.
• Recognize and understand various insurance plans and discuss financial information and obligations with patients.
• Coordinate patient appointments, cancellations, reschedules, wait list requests, and recall requests.
• Provide accurate, detailed information regarding test preparations, patient arrival time, medication/food/beverage consumption guidelines, check-in procedures, directions to facility, etc.
• Demonstrate extraordinary customer service by greeting patients and visitors, responding to routine requests for information, answering telephones, screening calls, taking messages, and offering various assistance.
• Communicate with physicians and their staff to resolve issues related to patient care and collect and manage payments including cash payments and follow security related to cash handling.
• Articulate explanations of Medicare/HIPAA/EMTALA rules and regulations and comply with updates on insurance pre-certification requirements.
• Act as a resource to other staff and demonstrate independent thinking and problem-solving skills.

Requirements

To succeed in this role, you should have:

• A high school diploma or equivalent.
• Strong attention to detail and accuracy.
• Excellent customer service skills in a variety of situations.
• Excellent communication (written & verbal) and customer service and interpersonal skills.
• Knowledge of basic medical and insurance terms and abbreviations.
• Experience with insurance verification/eligibility tools, EPIC electronic medical record, patient liability estimation tools, electronic email, Microsoft Office, Internet, and phone technology.
• Understanding of basic medical and insurance terms and abbreviations typically used in the patient scheduling and registration process.
• Knowledge and ability to articulate explanations of Medicare/HIPAA/EMTALA rules and regulations and comply with updates on insurance pre-certification requirements.
• Excellent organizational skills.
• Demonstrated ability to effectively act as a resource to other staff.

Qualifications

To qualify for this role, you should:

• Be able to handle large workloads with many interruptions in a fast-paced environment without direct supervision.
• Have strong independent thinking and problem-solving skills.
• Be able to handle sensitive and confidential information according to internal policies.
• Have a strong understanding of health insurance types (Medicare, Medicaid, managed care, and commercial payers).
• Be able to handle weather and road conditions during travel.
• Have a valid driver’s license and reliable transportation.

Skills

Essential skills for this role include:

• Strong attention to detail and accuracy.
• Excellent communication (written & verbal) and customer service and interpersonal skills.
• Knowledge of basic medical and insurance terms and abbreviations.
• Experience with insurance verification/eligibility tools, EPIC electronic medical record, patient liability estimation tools, electronic email, Microsoft Office, Internet, and phone technology.
• Understanding of basic medical and insurance terms and abbreviations typically used in the patient scheduling and registration process.
• Knowledge and ability to articulate explanations of Medicare/HIPAA/EMTALA rules and regulations and comply with updates on insurance pre-certification requirements.
• Excellent organizational skills.
• Demonstrated ability to effectively act as a resource to other staff.

Benefits

This position is eligible for benefits including:

• 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.
• Defined contribution retirement plans with employer match and other financial wellness programs.
• Advocate Health offers a comprehensive suite of Total Rewards, including educational assistance programs.

Pay

The pay range for this position is $20.80 - $31.20 per hour.

Schedule

The position requires a 2300-0730 shift scheduled every other Monday and Friday off, as well as every other Saturday and Sunday.

Physical Requirements and Working Conditions

The position may require travel, therefore, will be exposed to weather and road conditions. Responds quickly to patient medical status and emergency situations occurring in clerical areas. CPR certification may be required based on service location. Operates all equipment necessary 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 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. Occurs when moving equipment, supplies and/or when transporting patients through doorways, ramps, and elevators. Escorts patients to nursing units or outpatient departments as necessary. 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. May be asked to work a flexible schedule at times to meet the needs of the department.