Patient Service Representative I Hospital

Department: Enterprise Revenue Cycle – Union, NC
Arrival Status: Part-time, PRN (as needed)
Benefits Eligible: No

Schedule

Flexible PRN shifts (8-hour or 12-hour) based on department needs.

• Work a minimum of 16 hours per pay period
• Be available for at least two weekend days per month
• Have flexibility to work two of three shifts (Days, Evenings, Nights)
• Commit to working two of the following holidays each year: Thanksgiving, Christmas Day, or New Year’s Day

Pay

Pay Range: $20.80 - $31.20 per hour

Responsibilities

• Create the initial electronic health record that serves as the foundation of the patient medical record, utilized by all members of the healthcare team.
• Prevent creation of duplicate medical records to avoid treatment safety issues and billing problems.
• Ensure compliance with organizational accrediting bodies to use identifiers for positive patient identification prior to care delivery.
• 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.
• 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, including when to refer patients to Financial Advocates.
• Know and enforce rules, forms, and questions to ensure compliance with government agencies and regulations (e.g., HIPAA, EMTALA, Consent for Treatment, Medicare notices, ABN).
• Obtain patient or guarantor signatures as required.
• Schedule patient appointments, coordinate cancellations, reschedules, waitlist requests, and recall requests.
• Provide accurate, detailed information regarding test preparations, arrival times, medication/food guidelines, check-in procedures, and directions.
• Create a welcoming and professional environment for patients and visitors through extraordinary customer service.
• Greet patients and visitors, respond to routine requests for information, 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.

Requirements

• High School Graduate or equivalent.

Skills & Abilities

• Ability to work in a high-profile, high-stress area independently, setting and meeting deadlines while multitasking and prioritizing work.
• Strong attention to detail and accuracy.
• Excellent customer service and interpersonal skills, with demonstrated service recovery abilities.
• Independent thinking, problem-solving, and judgment to triage issues.
• Excellent written and verbal communication skills, with the ability to interact professionally with patients, visitors, staff, and physicians.
• Ability to educate patients on insurance coverage, including managing discussions for services not covered by their health plan.
• Interact with physicians and their staff to resolve patient care issues.
• Collect and manage payments, including cash, following security protocols for cash handling.
• Strong understanding and 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 used in scheduling and registration.
• 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 & Working Conditions

• May require travel and exposure to weather and road conditions.
• Respond quickly to patient medical status and emergency situations in clerical areas.
• CPR certification may be required based on service location.
• Notary training/licensure may be required as appropriate for service line and/or facility.
• Operate 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.
• Frequent transition between sitting and standing; must be able to stand and sit for extended periods.
• Frequently lift up to 10 lbs. and occasionally lift 20 lbs. or more.
• Push/pull up to 50 lbs. with assistance (e.g., moving equipment, supplies, or transporting patients).
• Escort patients to nursing units or outpatient departments as necessary.
• Sensory requirements include vision, hearing, and touch; must be able to speak clearly.
• Use hands with fine motor skills for 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

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

• Competitive base compensation within the listed pay range, with annual increases based on performance.
• Premium pay such as shift differentials and on-call pay.
• Incentive pay for select positions.
• Paid Time Off programs.
• Health and welfare benefits: 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.
• Educational Assistance Program.

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

About the Role

A Patient Service Representative (PSR) is often a patient’s first impression of Advocate Health and serves as the foundation for all Revenue Cycle functions. Responsibilities include capturing accurate patient demographics, insurance coverage, and financial responsibility information. The PSR helps prevent revenue loss and impacts operating margins through accurate and timely workflows, ensures compliance with mandated regulations, and optimizes patient satisfaction. The role connects various departments to enhance the patient experience and the organization’s financial success, often working without direct supervision.

About Advocate Health

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. It is nationally recognized for expertise in cardiology, neurosciences, oncology, pediatrics, rehabilitation, organ transplants, burn treatments, and specialized musculoskeletal programs. Advocate Health employs 155,000 teammates across 69 hospitals and over 1,000 care locations, offering one of the nation’s largest graduate medical education programs with over 2,000 residents and fellows across more than 200 programs. Committed to equitable care, Advocate Health provides over $6 billion in annual community benefits.