Patient Service Representative Float Pool

Advocate Health•Statesville, NC

2d•$21 - $31•Hybrid

About The Position

The Patient Service Representative Float Pool is responsible for greeting patients, managing patient flow, and ensuring efficient and courteous service. This role involves completing the registration process, verifying and updating patient demographic and insurance information, and collecting patient financial liabilities. The position also requires following financial clearance policies, identifying patients needing financial assistance, and performing visit closure tasks. The representative must maintain knowledge of various payer requirements and proactively communicate customer service issues. Productivity and accuracy are key performance indicators, along with maintaining positive public relations and collaborating effectively with others.

Requirements

High school diploma or GED required.
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.

Nice To Haves

Patient access (scheduling, registration and financial clearance), insurance verification, billing or certified medical assistant experience preferred.

Responsibilities

Greets patients arriving for their appointments and monitors patient flow.
Ensures all patient demographic and insurance information is complete and accurate.
Completes the registration process on walk-in patients, verifies and / or updates patient demographic and insurance information.
Verifies insurance benefits, obtains, calculates and collects the patient’s out of pocket financial liability, and requests and collects past due and present balances or estimates due.
Follows the Financial Clearance policy for non-urgent patient services if financial clearance has not been completed or authorization has not been obtained.
Identifies patients in need of financial assistance and refers patients to Financial Counselor.
Performs visit closure, including checking out patients, scheduling follow-up appointment(s), collecting additional patient responsibility, and providing patient with appropriate documents.
Maintains knowledge of Medicare, Medicaid and third-party payer requirements, guidelines and policies, insurance plans requiring pre-authorization/referral and a list of current accepted insurance plans.
Proactively communicates issues involving customer service and process improvement opportunities to management.
Meets productivity requirements to ensure excellent service is provided to customers.
Meets or exceeds performance expectations of 98% accuracy rate and established department productivity measurements.
Maintains excellent public relations with patients, families, and clinical staff and demonstrates a willingness and ability to work collaboratively with others for concise and timely flow of information.

Benefits

Comprehensive suite of Total Rewards: benefits and well-being programs
Competitive compensation
Generous retirement offerings
Programs that invest in your career development
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
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