Patient Service Representative II

400 Wake Forest University Health Sciences; Kernersville (NC); On-site; USD 30,000 - 45,000; Full time

Benefits offered by this job

Health and welfare benefits (medical,

Dental and vision benefits

Paid Time Off

Job summary

Advocate Health is seeking a Patient Services Representative III in a full-time hospital setting. The role involves interviewing patients, pre-registering for admissions, verifying insurance, and handling referrals within multiple registration systems.

The ideal candidate has a high school diploma, at least three years in a fast-paced customer service environment, and strong knowledge of HIPAA and billing processes. Collaboration with the Supervisor, Clinic Registration is required.

Qualifications

• High school diploma or equivalent and 3 years in a high-volume customer service role.
• Experience with hospital registration, pre-certifications, and billing processes.

Responsibilities

• Interview patients in-person or by phone to collect information for hospital records and billing.
• Pre-register patients for admission, partial hospitalization, and outpatient services according to policy.
• Verify insurance coverage and obtain required pre-certifications.
• Process referrals and perform clerical tasks including phones, messages, chart processing, and scanning.
• Assist with financial clearance, deposits, and payment arrangements.
• Support Medicaid/ACA screening and financial counseling as needed.
• Maintain HIPAA/compliance knowledge and assist other team members.

Skills

EPIC Cadence experience

Patient access services

Insurance/payer knowledge

HIPAA compliance

Communication skills

Critical thinking

Training/mentoring

Microsoft Office proficiency

Education

High school diploma or equivalent

Tools

EPIC Cadence

Microsoft Office

Internet Explorer

Job description

Department: 70000 WFBMG University Group Practice: WFBMC Main - Administration: Ambulatory Services Status: Full time Benefits Eligible: Yes Hours Per Week: 40 Schedule Details/Additional Information: 7:30 am - 4:30 pm Pay Range: $21.85 - $32.80

EDUCATION/EXPERIENCE: High school diploma or equivalent and three years of experience working in a role within a customer service, fast paced environment with high volume of either calls or in-person requests; or an equivalent combination of education and experience

REPORTS TO: Supervisor, Clinic Registration

LICENSURE, CERTIFICATION, and/or REGISTRATION: N/A

ESSENTIAL FUNCTIONS: Interview patients in-person and/or by phone to obtain all required information for hospital records and billing systems. Pre-registers all scheduled patients for admission, partial hospitalization, and outpatient services according to department policies and procedures. Verify insurance coverage and obtains authorization for all services requiring pre-certification. Process internal and out-going referrals, as needed, per department procedures. Perform clerical functions as needed, including answering phones, taking messages, chart processing, faxing and scanning. Collect and process upfront deposits or set-up payment arrangements, as required. Screen patient for Medicaid, Affordable care Act or hospital sponsored financial program and provides appropriate documentation and referral. Assist other team members where necessary. Adhere to department policies and procedures related to verification of eligibility, benefits, pre-authorization requirements, available payment options, financial counseling and other identified financial clearance related duties. Complete assigned registration functions within multi-specialty clinic and/or emergency department, which may include claim edit work queues, pre-certifications and authorizations. The Patient Services Representative III is expected to sequence multiple physician visits and complete registration activities within multiple registration platforms. Assists team with escalated issues, trains other team members as needed and is a subject matter expert. Participate in departmental performance improvement initiatives. Other duties as assigned or requested by Supervisor or Manager, such as acting as back up in other departments. Understand and maintain operations knowledge of Medicare and other state and federal government payor compliance requirements for the population served.

SKILLS & QUALIFICATIONS: EPIC Cadence experience preferred. Expert knowledge of patient access services and the overall effect on the revenue cycle. A thorough understanding of commercial and government insurance plans, payer networks, government resources and medical terminology. Understand and maintain operations knowledge of Medicare and other state and federal government payor compliance requirements for the population served. Demonstrated proficiency in communicating effectively with a customer and simplifying complex information. Demonstrated ability of critical thinking skills and adhering to compliance protocols. Demonstrated ability to handle escalated issues, train/mentor other team members and viewed as a subject matter expert. Ability to navigate Internet Explorer and Microsoft Office Suite of applications. Experience working in a role that requires prioritization of multiple critical priorities while ensuring quality and achievement of performance metrics. Demonstrated ability to meet or exceed performance metrics. Ability to handle sensitive information and maintain HIPAA compliance.

WORK ENVIRONMENT: Clean, indoor environment Minimal travel to clinic locations where assistance is needed

PHYSICAL REQUIREMENTS: Amount of time spent performing the following activities: 0% 35% 65% tototo 35% 65% 100% N/A Activity XStanding XWalking XSitting XBending XReaching with arms XFinger and hand dexterity XTalking XHearing XSeeing Lifting, carrying, pushing and or pulling: X20 lbs. maximum X50 lbs. maximum X100 lbs. maximum

Our Commitment to You

• 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. This is Transformation One shared purpose brought us together. Now, as one of the 10 largest not-for-profit, integrated health systems in the United States, our combined strength and stability drives us forward. Starting with You Caring for nearly 3 million people has inspired a transformation. One in which the patient’s experience guides our vision and empowers us to offer new possibilities in our communities. Reshaping Access What is access? It’s offering more sites of care than any other health system in the Midwest. But there’s a new frontier. Access is exploring the latest technologies to deliver care to patients exactly where they are and exactly when they need it Inspiring Professionals With our dynamically inclusive workforce and strong connections to the places where we live and work, we’ll touch more lives and contribute to stronger and more vibrant communities. Transforming Care We’re redefining the standard for care with world-class doctors and caregivers, innovative solutions, outstanding outcomes, and leading-edge research and clinical trials. Combined, Advocate and Aurora are recognized for clinical excellence in:

• Cardiovascular Care
• Neurosciences
• Gynecology
• Oncology
• Pediatrics
• Primary Care
• Neurology
• Geriatrics
• Trauma Care