Patient Service Representative I Hospital - PT 1500-2330 Mt. Island

Department: Enterprise Revenue Cycle – Mountain Island, NC
Arrival: Emergency Department
Status: Part time, benefits ineligible
Hours per week: 16

Schedule

• Every Wednesday and every other weekend
• 15:00 – 23:30

Pay

$20.80 – $31.20 per hour

Responsibilities

• Create the initial electronic health record that serves as the foundation of the patient medical record used by all members of the healthcare team.
• Prevent creation of duplicate medical records that can cause treatment safety issues and billing problems.
• Follow and ensure compliance with organizational accrediting bodies to use identifiers to positively identify a patient prior to care delivery, ensuring patient safety.
• 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, recognize commercial and government plans, and know which plans Advocate Health contracts with; discuss financial information and obligations with patients.
• Know when to refer patients to Financial Advocates.
• Understand and enforce rules, forms, and questions to ensure compliance with government agencies and regulations (e.g., HIPAA, EMTALA, Consent for Treatment, Patient Rights and Responsibilities, IMM, MOON, Notice of Privacy Practices, MSPQ, 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, and guidelines.
• Create a welcoming and professional environment; greet patients and visitors, respond to routine requests, answer telephones, screen calls, and take messages.
• Assist patients with transportation, directions, wheelchairs, interpreter services, and other needs.
• Monitor and work assigned electronic health record work queues following department-approved processes.

Requirements

• High school diploma or equivalent required.
• Strong attention to detail and accuracy.
• Excellent customer service and interpersonal skills; ability to handle a variety of situations with professionalism.
• Service recovery skills to address patient concerns effectively.
• Independent thinking, problem-solving, and judgment to triage issues.
• Ability to communicate effectively with patients, visitors, staff, and physicians.
• Educate patients on insurance coverage and manage discussions for services not covered by their health plan.
• Interact with physicians and staff to resolve patient care issues.
• Collect and manage payments, including cash, following security protocols.
• Proficiency 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.
• HIPAA-compliant and knowledgeable of applicable state and federal rules/regulations.
• General understanding of health insurance, including Medicare, Medicaid, managed care, and commercial payers.
• Ability to articulate explanations of Medicare/HIPAA/EMTALA rules and comply with insurance pre-certification requirements.
• Excellent organizational skills and ability to act as a resource to other staff.

Skills

• Ability to work in a high-profile, high-stress area independently, set and meet deadlines, multitask, and prioritize work.
• Handle large workloads with many interruptions in a fast-paced environment without direct supervision.
• Physical ability to transition frequently between sitting and standing, stand and sit for extended periods, and remain physically mobile throughout the workday.
• 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, touch, and clear speech; fine motor skills for keyboard data entry.
• May be required to work a flexible schedule to meet department needs.
• May be exposed to weather and road conditions due to potential travel requirements.
• 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.
• Exposed to a normal office environment with significant patient and public contact; may be exposed to ill or contagious patients.

Benefits

• Paid Time Off programs
• 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 such as adoption assistance and paid parental leave
• Defined contribution retirement plans with employer match and other financial wellness programs
• Educational Assistance Program

About the Role

A Patient Service Representative (PSR) is often a patient’s first impression of Advocate Health and serves as the starting point and foundation for all Revenue Cycle functions. Responsibilities include capturing complete and accurate information related to patient demographics, insurance coverage, and patient financial responsibility. 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 for the overall success of the patient’s experience and the organization’s financial success. Often works without direct supervision.