Patient Service Representative I

Advocate Health • Rome, GA

6d • $20 - $30 • Onsite

About The Position

The Patient Service Representative I welcomes patients, supports an efficient and courteous patient flow, and completes patient registration and visit closure activities. The role ensures patient demographic and insurance information is complete and accurate; verifies or updates information for walk-in patients; reviews insurance benefits; and obtains, calculates, and collects patient financial responsibility, including balances and estimates due. The representative follows financial-clearance procedures for non-urgent services when clearance or authorization is outstanding and refers patients who need assistance to a Financial Counselor.

The position requires maintaining current knowledge of payer requirements and accepted insurance plans, communicating customer-service and process-improvement concerns to management, meeting department productivity and accuracy expectations, and working collaboratively with patients, families, and clinical staff. Work is performed in a normal office environment, with the employee sitting for most of the workday and occasionally lifting up to 10 pounds.

Requirements

• High school diploma or GED.
• Ability to identify and understand issues, examine data, and draw logical conclusions.
• Knowledge of and ability to explain Medicare, HIPAA, and EMTALA rules and regulations, and to comply with updates to 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 used in patient referral, pre-certification, and authorization processes.
• Ability to communicate effectively with customers and employees while maintaining a pleasant, professional demeanor, including on telephone conversations.
• 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, Excel, and ADT software.
• Ability to write routine correspondence and calculate figures and amounts such as discounts and percentages.
• Ability to work with minimal supervision, solve problems in a high-profile, high-stress area, interact positively with internal and external customers, and prioritize work.
• Ability to sit for the majority of the workday and occasionally lift up to 10 pounds.

Nice To Haves

• Experience in patient access, including scheduling, registration, and financial clearance.
• Insurance verification experience.
• Billing experience.
• Certified medical assistant experience.

Responsibilities

• Greet patients arriving for appointments and monitor patient flow to support efficient, courteous service.
• Ensure patient demographic and insurance information is complete and accurate.
• Register walk-in patients and verify or update demographic and insurance information when needed.
• Review insurance benefits and obtain, calculate, and collect patient out-of-pocket financial liability.
• Request and collect past-due and current balances or estimates due.
• Follow the Financial Clearance policy for non-urgent patient services when financial clearance or authorization has not been completed, as appropriate.
• Identify patients needing financial assistance and refer them to a Financial Counselor.
• Complete visit closure, including checking out patients, scheduling follow-up appointments, collecting additional patient responsibility when applicable, and providing appropriate documents.
• Maintain knowledge and reference materials concerning Medicare, Medicaid, third-party payer requirements, insurance plans requiring pre-authorization or referral, and currently accepted insurance plans.
• Communicate customer-service issues and process-improvement opportunities to management.
• Meet productivity requirements and department performance expectations, including a 98% accuracy rate.
• Maintain positive public relations with patients, families, and clinical staff and collaborate to support timely information flow.

Benefits

• Paid time off programs.
• Medical, dental, vision, life, and short- and long-term disability benefits.
• Flexible Spending Accounts for eligible health care and dependent care expenses.
• Adoption assistance and paid parental leave.
• Defined contribution retirement plans with employer match and other financial wellness programs.
• Educational Assistance Program.
• Competitive compensation, premium pay for select work, incentive pay for select positions, and the opportunity for annual performance-based increases.
• Career development programs.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED