Patient Services Representative)

Augusta Health Careers•Fishersville, VA

4d•Onsite

About The Position

The Patient Access Specialist registers patients in the health information system by interviewing them to gather and process complete demographic, insurance, and visit-related information. The role involves accurately identifying patients, determining payment sources, verifying insurance eligibility and benefits, collecting upfront payments, and communicating 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 supports organizational and departmental goals through measurable performance and service excellence. Scheduling is between 7:00 AM and 7:00 PM, Monday through Friday, with an every-other-weekend rotation covering both Saturday and Sunday. Holiday coverage is shared among the team on a rotating basis. Current shifts are 7:00 AM–5:00 PM, 8:00 AM–6:00 PM, and 9:00 AM–7:00 PM; all shifts include weekend rotation. The role may involve interacting with patients in reception areas or at the bedside using a Workstation on Wheels (WOW), and visiting patient rooms for bed-center responsibilities.

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.
Demonstrated active listening.
Ability to communicate concisely, professionally, and compassionately.
Computer keyboard/typing speed of 35 words per minute.
Ability to use good judgment and unbiased critical thinking.
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 previous experience in general clerical office or administrative duties.
At least one year of experience in a hospital, healthcare practice, or health insurance company.
Medical terminology knowledge.
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 telephone, adapting the interview process to the age of the patient or family member.
Enter gathered information into the patient health information system.
Complete and include required documentation in the patient record in accordance with federal and state regulatory guidelines and DNV requirements.
Verify insurance and coordinate with the pre-authorization team to ensure 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 needed.
Obtain patient or legal representative signatures on consent and other registration-related forms.
Complete registration quality audit worklists in a timely manner.
Review physician orders for services to ensure the required six elements are present for compliance, coding, and billing.
Enter laboratory and/or radiology orders into the order-entry system in accordance with physician orders.
Check Medicare medical necessity and obtain patient signatures on Advance Beneficiary Notices (ABNs) when necessary.
Scan or import necessary documents into the patient record 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 emergency department admissions, in accordance with physician orders.
Perform status changes according to physician orders, attending physician changes, and bed transfers.
Demonstrate customer service behaviors aligned with Augusta Health’s core values and The Augusta Way.

Benefits

Medical, dental, and vision insurance coverage.
Retirement savings plans and financial wellness support programs.
Generous 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.