Patient Services Representative)

Augusta Health•Fishersville, VA

5d•$17 - $24•Onsite

About The Position

The Patient Access Specialist registers patients in the health information system by interviewing them and gathering and processing complete demographic, insurance, and other visit-related information. The role includes accurately identifying patients, determining payment sources, verifying insurance eligibility and benefits, collecting upfront payments, and interacting with patients and families, insurers, hospital departments, providers, and other team members. The specialist provides excellent customer service consistent with Augusta Health’s core values and The Augusta Way, and contributes to a collaborative, patient-centered environment and departmental goals. The position includes registration, compliance, insurance verification and financial clearance, order entry, document scanning, and bed center responsibilities. Work may involve interviewing patients in a reception area or at the bedside using a Workstation on Wheels. Scheduling is between 7:00 AM and 7:00 PM, Monday through Friday, with current shifts of 7:00 AM–5:00 PM, 8:00 AM–6:00 PM, or 9:00 AM–7:00 PM. Team members rotate weekend coverage every other week, covering Saturday and Sunday, and share holiday coverage on a rotating basis.

Requirements

High school diploma or GED.
One year of previous experience in a patient- or customer-facing role.
Eligibility to work in the United States and meet Virginia state employment requirements.
Ability to demonstrate active listening.
Ability to communicate concisely, professionally, and compassionately.
Computer keyboarding and typing speed of 35 words per minute.
Ability to apply good judgment and critical thinking without bias.
Attention to detail and accuracy.
Patient- and customer-centered approach and positive attitude.
Ability to multitask, prioritize, and manage time effectively.
Adaptability to change.

Nice To Haves

CHAA certification from the National Association of Healthcare Access Management (NAHAM).
One year of experience in general clerical office or administrative duties.
At least one year of experience in a hospital, healthcare practice, or health insurance company.
Knowledge of medical terminology.
Prior experience in a hospital, healthcare system, or related service-oriented environment.
Familiarity with Augusta Health’s systems, workflows, or organizational culture.

Responsibilities

Capture and enter accurate patient demographic and financial information through direct patient contact or by telephone, adapting the interview process to the age of the patient or family member.
Enter gathered information into the patient health information system, including when interviewing patients in reception areas or at the bedside using a Workstation on Wheels.
Ensure required documentation is complete and included in the patient record in accordance with federal and state regulations and DNV requirements.
Verify insurance and coordinate with the pre-authorization team to obtain appropriate authorization and financial clearance before scheduled appointments.
Explain patients’ financial liability, collect their portion of financial responsibility, and refer them to a Financial Advocate when appropriate.
Obtain patient or legal representative signatures on consent and other registration forms.
Complete registration quality audit worklists in a timely manner.
Review physician orders for required elements relevant to compliance, coding, and billing, and enter lab or radiology orders according to physician orders.
Check Medicare medical necessity and obtain patient signatures on Advance Beneficiary Notices when necessary.
Scan or import necessary documents into patient records and document notes needed to support account follow-up.
Visit patient rooms to explain and obtain signatures on the Important Message from Medicare and Outpatient Status Notice.
Enter bed placement, room accommodation, service location, and status for direct admissions and transfers from other facilities or the emergency department, in accordance with physician orders.
Perform status changes according to physician orders, attending physician changes, and bed transfers.

Benefits

Comprehensive medical, dental, and vision insurance coverage.
Retirement savings plans and financial wellness support programs.
Paid time off and flexible scheduling.
Career development programs, including clinical ladders, shared governance, and advancement opportunities.
Personalized onboarding with dedicated preceptors and ongoing educational support.
Tuition reimbursement.
Onsite childcare.
Free onsite parking.
24/7 armed security.
Health Fitness Reimbursement Program.
Onsite credit union and pharmacy.
Competitive pay with shift and weekend differentials.
Employee discounts at the cafeteria, gift shop, pharmacy, and local entertainment venues.