Patient Service Representative IFT 2nd

Department: Enterprise Revenue Cycle — Carolinas Medical Center Adult NC Arrival Emergency Department. Full‑time, benefits‑eligible, 40 hours per week.

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. The PSR creates the initial electronic health record, ensures accurate capture of demographics, insurance coverage, and patient financial responsibility, prevents duplicate medical records, and follows mandated regulations (HIPAA, EMTALA, Medicare, etc.) to optimize patient satisfaction and organizational financial success. This position works independently in a high‑volume, fast‑paced emergency department setting.

Responsibilities

• Create the initial electronic health record that serves as the foundation of the patient medical record used by all healthcare team members.
• Prevent creation of duplicate medical records that can cause treatment safety issues and billing problems.
• Follow and ensure compliance with accrediting bodies’ mandates to use identifiers to positively identify a patient prior to delivery of care.
• 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 of patient personal/financial information and medical records in accordance with HIPAA.
• Know insurance basics; recognize commercial and government plans; understand which plans Advocate Health contracts with and when a statement of financial responsibility is needed.
• Understand and discuss financial information and obligations with patients; know how and when to refer patients to Financial Advocates.
• Enforce rules, forms, and questions required for compliance with government agencies and regulations (HIPAA, EMTALA, Consent for Treatment, Patient Rights and Responsibilities, IMM, MOON, Notice of Privacy Practices, MSPQ, ABN, etc.).
• Obtain patient or 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 guidelines, check‑in procedures, and directions to the facility.
• Create a welcoming, professional environment by demonstrating extraordinary customer service; greet patients and visitors and respond to routine requests.
• Answer telephone, screen calls, and take messages.
• Offer assistance to patients including arranging transportation, providing directions, locating wheelchairs, and coordinating interpreter services.
• Monitor and work assigned electronic health record work queues following the department’s approved process.

Requirements

Licensure, Registration, and/or Certification

None required.

Education

High School Graduate or equivalent.

Experience

None required.

Knowledge, Skills & Abilities

• Demonstrate Advocate Health purpose, values, and behaviors.
• Ability to work in a high‑profile, high‑stress area, working independently to set and meet deadlines, multitask, and prioritize work.
• Handle large workloads with many interruptions in a fast‑paced environment without direct supervision.
• Strong attention to detail and accuracy.
• Excellent customer service skills in a variety of situations; demonstrated service recovery skills.
• Independent thinking and problem‑solving skills; ability to exercise judgment to triage issues and concerns.
• Excellent written and verbal communication, customer service, and interpersonal skills; communicate effectively with patients, visitors, staff, and physicians in a pleasant, professional manner.
• Educate patients on insurance coverage aspects of their care, including managing discussions for services that may not be paid by their health plan.
• Interact with physicians and their staff to resolve issues related to patient care.
• Collect and manage payments including cash; follow security procedures for cash handling.
• Strong understanding and comfort level with computer systems; demonstrated 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 used in patient scheduling and registration.
• HIPAA‑compliant and knowledgeable of applicable state and federal rules/regulations; ability to handle sensitive and confidential information per internal policies.
• General understanding of health insurance: Medicare, Medicaid, managed care, and commercial payers.
• Knowledge and ability to articulate explanations of Medicare, HIPAA, EMTALA rules and regulations; comply with updates on insurance pre‑certification requirements.
• Excellent organizational skills.
• Demonstrated ability to act as a resource to other staff.

Physical Requirements & Working Conditions

• May require travel; exposure to weather and road conditions.
• Respond quickly to patient medical status and emergency situations occurring 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 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 transition from sitting to standing frequently; stand and sit for extended periods; be physically mobile throughout the workday.
• Frequently lift up to 10 lbs.; occasionally lift 20 lbs. or more.
• Push/pull up to 50 lbs. with assistance (moving equipment, supplies, transporting patients through doorways, ramps, elevators).
• Escort patients to nursing units or outpatient departments as necessary.
• Sensory requirements: vision, hearing, touch; must speak clearly.
• 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, electronic email, Microsoft Office, internet, and phone technology.

Pay

Hourly range: $20.80 – $31.20. Base compensation within the listed range based on qualifications, skills, relevant experience, and/or training. Premium pay (shift, on‑call, etc.) and incentive pay for select positions may apply. Opportunity for annual increases based on performance.

Schedule

40 hours per week, 3:00 PM – 11:30 PM. Every other weekend rotation.

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: adoption assistance and paid parental leave
• Defined contribution retirement plans with employer match and other financial wellness programs
• Educational Assistance Program

Eligibility for programs may depend on FTE or status (full‑time, part‑time, per diem, temporary, etc.); confirm details with a recruiter during the interview.