Patient Service Representative Float Pool

Atrium Health; Wilkesboro (NC); On-site; USD 59,600,000 - 89,401,000; Full time

Benefits offered by this job

Paid Time Off

Health and welfare benefits

Flexible Spending Accounts

Family benefits

Retirement plans

Educational Assistance Program

Job summary

Advocate Health is seeking a Patient Services Representative to support Wake Forest Baptist Medical Center's Ambulatory Services. You will register patients, verify insurance, collect liabilities, and explain financial responsibilities while maintaining compliance with HIPAA and payer policies.

The role requires excellent communication, attention to detail, and the ability to travel between Elkin, Mt. Airy, Statesville, and Wilkesboro as needed.

Qualifications

• High school diploma or GED required; relevant experience preferred.
• Experience in patient access, scheduling, registration, and financial clearance is a plus.
• Familiarity with insurance verification and billing processes is beneficial.

Responsibilities

• Greet patients and manage arrival flow for efficient service.
• Collect and verify demographic and insurance information.
• Complete registration for walk-in patients and update records as needed.
• Verify insurance benefits and determine patient financial responsibility.
• Explain financial clearance policies and obtain authorizations when required.
• Identify patients needing financial assistance and refer to counseling.
• Close visits, schedule follow-ups, and collect payments.
• Maintain knowledge of Medicare/Medicaid and payer requirements.
• Collaborate with management to improve customer service and processes.
• Meet productivity and accuracy targets while serving patients and staff.
• Provide clear, professional communication with patients and colleagues.
• Support a positive patient experience across multiple locations.

Skills

Patient registration

Insurance verification

Financial clearance

HIPAA compliance

EMTALA rules

Customer service

Education

High school diploma or GED

Tools

ADT software

Microsoft Outlook

Microsoft Word

Microsoft Excel

Job description

Department

70000 WFBMG University Group Practice: WFBMC Main - Administration: Ambulatory Services

Department

70000 WFBMG University Group Practice: WFBMC Main - Administration: Ambulatory Services

Benefits Eligible

Yes

Hours Per Week

40

Schedule Details/Additional Information

Hours / Days Varies,. Must be able to travel/float to the following locations : Elkin, Mt. Airy, Statesville, Wilkesboro

Pay Range

$20.80 - $31.20

EDUCATION/EXPERIENCE: High school diploma or GED required. Patient access (scheduling, registration and financial clearance), insurance verification, billing or certified medical assistant experience preferred.

Reports To

Supervisor or Manager

Licensure, Certification, and/or Registration

N/A

Essential Functions

ESSENTIAL FUNCTIONS: 1. Greets patients arriving for their appointments. Monitors patient flow to ensure patients are cared for in the most efficient and courteous manner. 2. Ensures all patient demographic and insurance information is complete and accurate 3. Completes the registration process on walk-in patients, verifies and / or updates patient demographic and insurance information if changes or additions have occurred 4. Verifies insurance benefits. Obtains, calculates and collects the patient’s out of pocket financial liability. Requests and collects past due and present balances or estimates due 5. Follows the Financial Clearance policy for non-urgent patient services if financial clearance has not been completed or authorization has not been obtained, when appropriate 6. Identifies patients in need of financial assistance and refers patients to Financial Counselor 7. Performs visit closure, including but not limited to checking out patients, scheduling follow-up appointment(s), collecting additional patient responsibility (when applicable) and providing patient with appropriate documents. 8. Maintains knowledge of and reference materials of the following: Medicare, Medicaid and third-party payer requirements, guidelines and policies, insurance plans requiring pre-authorization/referral and a list of current accepted insurance plans. 9. Proactively communicates issues involving customer service and process improvement opportunities to management 10. Meets productivity requirements to ensure excellent service is provided to customers 11. Meets or exceeds performance expectations of 98% accuracy rate and established department productivity measurements. 12. Maintains excellent public relations with patients, families, and clinical staff as well as demonstrates a willingness and ability to work collaboratively with others for concise and timely flow of information

Skills & Qualifications

SKILLS & QUALIFICATIONS: Ability to identify and understand issues and problems. Examines data and draws logical conclusions based on information available Knowledge and ability to articulate explanations of Medicare, HIPAA, and EMTALA rules and regulations and comply with updates on insurance pre-certification requirements Mathematical aptitude, effective oral and written communication skills and critical thinking skills Understanding of basic human anatomy, medical terminology and procedures for application in the patient referral, pre-certification and authorization processes. Ability to speak effectively to customers or employees of the organization; presents a pleasant, professional demeanor and image during telephone conversation Ability to handle sensitive and confidential information according to internal policies Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals Experience with Microsoft Outlook, Word and Excel and ADT software Ability to write routine correspondence, calculate figures and amounts such as discounts and percentages Must be able to work with minimal supervision, to problem solve in a high profile and high stress area and interact positively with all internal and external customers while possessing the ability to determine priority of work

Work Environment

WORK ENVIRONMENT: Exposed to a normal office environment. Must be able to sit the majority of the workday. Occasionally lifts up to 10 lbs. Operates all equipment necessary to perform the job

Our Commitment To You

Advocate Health offers a comprehensive suite of Total Rewards: benefits and well-being programs, competitive compensation, generous retirement offerings, programs that invest in your career development and so much more – so you can live fully at and away from work, including:

Compensation

• Base compensation listed within the listed pay range based on factors such as qualifications, skills, relevant experience, and/or training
• Premium pay such as shift, on call, and more based on a teammate's job
• Incentive pay for select positions
• Opportunity for annual increases based on performance

Benefits And More

• 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
• Educational Assistance Program

Note: Eligibility for programs listed above may depend on your FTE or status (e.g., full-time, part-time, per diem, temporary, etc.); please ask a Recruiter for more information during an interview.

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

The Patient Services Representative (PSR) is responsible for completing patient registration duties including but not limited to collecting and validating accurate patient demographic and insurance information, obtaining pre-certification or authorization as required, and entering all necessary information into Wake Forest Baptist Medical Center (WFBMC) ADT system. The PSR is responsible for informing the patient of their estimated liability, collecting patient liabilities, identifying patients in need of financial assistance and referring patients to financial counseling as necessary. This position requires multi-tasking and effective problem solving skills. It is expected that the PSR will foster positive relationships with all patients in an effort to provide quality service.