Patient Service Representative I Hospital Full-time Huntersville 1500-2330

About the role

The primary role of a Patient Service Representative (PSR) in the Arrival Emergency Department is to ensure the accurate and timely capture of patient information, including demographics, insurance coverage, and financial responsibility. This position plays a crucial role in preventing revenue loss and improving patient satisfaction.

Responsibilities

• Create the initial electronic health record (EHR) and verify its completeness.
• Prevent the creation of duplicate medical records to ensure patient safety and avoid billing issues.
• Ensure compliance with accrediting bodies' mandates by using patient identifiers to positively identify patients before 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, ensuring timely payment and preventing billing issues and patient complaints.
• Maintain confidentiality of patient personal/financial information and medical records in accordance with HIPAA.
• Recognize and understand various insurance plans, including those Advocate Health contracts with, and discuss financial information and obligations with patients.
• Refer patients to Financial Advocates and know how and when to enforce specific rules, forms, and questions to ensure compliance with government agencies and regulations.
• Obtain patient guarantor signatures as required.
• Schedule patient appointments, coordinate 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, arranging transportation needs, providing directions, locating a wheelchair, coordinating interpreter services, and offering various assistance to patients.
• Monitor and work assigned electronic health record work queues, following the department’s approved process.
• Communicate with physicians and their staff to resolve issues related to patient care.
• Collect and manage payments, including cash payments, and ensure security related to cash handling.
• Educate patients on the insurance coverage aspect of their care, including managing discussions for services that may not be covered by their health plan.
• Handle sensitive and confidential information according to internal policies and demonstrate technical proficiency with insurance verification/eligibility tools, EPIC electronic medical record, patient liability estimation tools, electronic email, Microsoft Office, internet browser, and phone technology.
• Understand basic medical and insurance terms and abbreviations typically used in the patient scheduling and registration process.
• Knowledgeable about Medicare, Medicaid, managed care, and commercial payers, and able to articulate explanations of Medicare/HIPAA/EMTALA rules and regulations and comply with updates on insurance pre-certification requirements.
• Show excellent organizational skills and have demonstrated ability to effectively act as a resource to other staff.

Qualifications

This role requires a strong attention to detail, excellent customer service skills, and the ability to handle large workloads with many interruptions in a fast-paced environment without direct supervision. No formal education or certifications are required, but a high school diploma is preferred. Experience is not required but may be preferred.

Skills

• Strong attention to detail and accuracy.
• Excellent communication (written & verbal) and customer service skills.
• Independent thinking and problem-solving skills.
• Technical proficiency with insurance verification/eligibility tools, EPIC electronic medical record, patient liability estimation tools, electronic email, Microsoft Office, internet browser, and phone technology.
• Understanding of basic medical and insurance terms and abbreviations.
• Knowledge of HIPAA and applicable state and federal rules/regulations.
• Ability to handle sensitive and confidential information according to internal policies.
• Basic understanding of health insurance types (Medicare, Medicaid, managed care, and commercial payers).
• 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

Advocate Health offers a comprehensive suite of Total Rewards, including competitive compensation, generous retirement offerings, and programs that invest in your career development. Benefits and more include:

• 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

Pay

$20.80 - $31.20 per hour

Schedule

Full-time (FT) 1500-2330, off every Thursday and every other weekend