Patient Service Representative I Hospital-FT Nights

Advocate Health and Hospitals Corporation•Charlotte, NC

About The Position

The Patient Service Representative I creates and maintains the initial electronic health record used by the healthcare team, helping prevent duplicate records and supporting patient safety. The role checks in and registers patients, verifies demographic, guarantor, and insurance information, collects applicable payments, and handles confidential information in accordance with HIPAA and organizational policies. The representative explains insurance coverage and financial obligations, recognizes when to refer patients to Financial Advocates, obtains required signatures, and follows applicable government, regulatory, and organizational requirements. The role may schedule appointments and coordinate cancellations, rescheduling, wait lists, and recalls. It provides patients with accurate information about preparation, arrival times, check-in procedures, directions, and medication or food and beverage guidelines. The representative creates a welcoming environment by greeting patients and visitors, responding to routine information requests, answering and screening calls, and helping coordinate transportation, directions, wheelchairs, and interpreter services. The position also monitors and works assigned electronic health record work queues according to approved department processes. The position works in a high-profile, fast-paced setting with frequent interruptions and significant patient and public contact. It requires independent prioritization, accuracy, effective communication, customer service and service recovery, sound judgment, and comfort using computer and phone systems. The work may involve exposure to ill or contagious patients, responding to emergencies in clerical areas, frequent transitions between sitting and standing, walking or escorting patients, and lifting or pushing/pulling items as described below. The position may require travel and occasional schedule flexibility.

Requirements

High school graduate.
Demonstrate Advocate Health’s purpose, values, and behaviors.
Ability to work independently in a high-profile, high-stress area; set and meet deadlines; multitask; and prioritize work.
Ability to manage large workloads and frequent interruptions in a fast-paced environment without direct supervision.
Strong attention to detail and accuracy.
Excellent customer service and service recovery skills.
Independent thinking and problem-solving skills, including judgment to triage issues and concerns.
Excellent written and verbal communication and interpersonal skills; ability to communicate professionally with patients, visitors, staff, and physicians.
Ability to educate patients about insurance coverage and discuss services that may not be paid by their health plan.
Ability to collect and manage payments, including cash, and follow cash-handling security procedures.
Strong understanding of and comfort with computer systems.
Technical proficiency with insurance verification and eligibility tools, EPIC electronic medical record, patient liability estimation tools, email, Microsoft Office, internet browsers, and phone technology.
Understanding of basic medical and insurance terms and abbreviations used in patient scheduling and registration.
HIPAA knowledge and compliance with applicable state and federal rules and regulations; ability to handle sensitive and confidential information according to internal policies.
General understanding of Medicare, Medicaid, managed care, and commercial health insurance.
Ability to explain Medicare, HIPAA, and EMTALA rules and regulations and keep up with insurance pre-certification requirement updates.
Excellent organizational skills and ability to serve as a resource to other staff.
Ability to transition frequently between sitting and standing; remain standing or seated for extended periods; and be physically mobile throughout the workday.
Ability to frequently lift up to 10 pounds and occasionally lift 20 pounds or more.
Ability to push or pull up to 50 pounds with assistance when moving equipment or supplies or transporting patients through doorways, ramps, and elevators.
Sensory abilities including vision, hearing, and touch; ability to speak clearly and use fine motor skills for keyboard data entry.
Ability to work a flexible schedule at times to meet department needs.

Nice To Haves

Experience with insurance verification and eligibility tools, EPIC electronic medical record, patient liability estimation tools, email, Microsoft Office, internet, and phone technology.
CPR certification may be required based on service location.
Notary training or licensure may be required depending on service line or facility.

Responsibilities

Create the initial electronic health record and help prevent duplicate medical records.
Check in and register patients; obtain and verify demographic, guarantor, and insurance information.
Discuss and collect co-pays and other out-of-pocket patient responsibilities, including handling cash securely.
Maintain confidentiality of patient personal, financial, and medical information in accordance with HIPAA and internal policies.
Explain insurance coverage and financial obligations, recognize applicable insurance plans, and refer patients to Financial Advocates when appropriate.
Follow applicable organizational, government, and regulatory requirements, including obtaining patient or guarantor signatures as required.
May schedule appointments and coordinate cancellations, reschedules, wait-list requests, and recall requests.
Provide accurate information about test preparation, arrival times, medication and food or beverage guidelines, check-in procedures, and facility directions.
Greet patients and visitors, respond to routine information requests, answer and screen calls, and take messages.
Assist patients by arranging transportation, providing directions, locating wheelchairs, and coordinating interpreter services.
Monitor and work assigned electronic health record work queues according to approved department processes.
Interact with physicians and their staff to resolve issues related to patient care.
Respond quickly to patient medical status and emergency situations occurring in clerical areas.
Escort patients to nursing units or outpatient departments as necessary.