Patient Service Representative I Hospital

Advocate Health • Charlotte, NC

1d • $21 - $31

About The Position

The Patient Service Representative I creates the initial electronic health record used by the healthcare team, helps prevent duplicate records, and uses patient identifiers to support safe care. The representative checks in and registers patients, verifies demographic, guarantor, and insurance information, discusses and collects patient payments, and protects confidential information in accordance with HIPAA.

The role requires understanding insurance plans, financial responsibilities, referrals to Financial Advocates, and applicable organizational and government rules, forms, and notices. The representative obtains required patient or guarantor signatures. The position may also schedule appointments and handle cancellations, rescheduling, wait lists, and recall requests, while communicating preparation and arrival instructions.

The representative welcomes and assists patients and visitors, answers and screens calls, takes messages, and coordinates assistance such as transportation, directions, wheelchairs, and interpreter services. The role also monitors and works assigned electronic health record queues according to department processes. Work takes place in a high-profile, fast-paced setting with substantial patient and public contact.

Requirements

• High school graduate.
• No prior experience required.
• Demonstrate Advocate Health’s purpose, values, and behaviors.
• Ability to work independently, set and meet deadlines, multitask, prioritize, and manage interruptions and large workloads in a fast-paced, high-stress environment.
• Strong attention to detail and accuracy.
• Excellent customer service and service-recovery skills.
• Independent thinking, problem-solving, and judgment to triage issues and concerns.
• Excellent written, verbal, communication, customer service, and interpersonal skills, with a pleasant and professional demeanor.
• Ability to explain insurance coverage and discuss services that may not be paid by a health plan.
• Ability to handle sensitive and confidential information in accordance with HIPAA, internal policies, and applicable state and federal regulations.
• General understanding of health insurance, including Medicare, Medicaid, managed care, and commercial payers; ability to explain relevant Medicare, HIPAA, and EMTALA rules and comply with insurance pre-certification updates.
• Understanding of basic medical and insurance terms and abbreviations used in patient scheduling and registration.
• Strong computer-system proficiency and comfort with technology.
• Excellent organizational skills and ability to act as a resource to other staff.
• Ability to operate equipment necessary for the job.
• Ability to transition frequently between sitting and standing, remain mobile throughout the workday, and stand or sit for extended periods.
• Ability to frequently lift up to 10 pounds, occasionally lift 20 pounds or more, and push or pull up to 50 pounds with assistance.
• Ability to use fine motor skills for keyboard data entry and meet sensory requirements involving vision, hearing, touch, and clear speech.
• Willingness to work a flexible schedule at times to meet departmental needs.

Nice To Haves

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

Responsibilities

• Create initial electronic health records and help prevent duplicate medical records.
• Use required patient identifiers before care to support patient safety.
• 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 while protecting confidential information.
• Understand insurance plans and financial obligations, and refer patients to Financial Advocates when appropriate.
• Follow required rules, forms, notices, and procedures for regulatory compliance; obtain required patient or guarantor signatures.
• Schedule appointments when needed and coordinate cancellations, reschedules, wait list requests, and recall requests.
• Provide accurate information about test preparation, arrival times, medication and food/beverage guidelines, check-in procedures, and facility directions.
• Greet and assist patients and visitors, respond to routine information requests, answer and screen calls, and take messages.
• Arrange or coordinate patient assistance such as transportation, directions, wheelchairs, and interpreter services.
• Monitor and work assigned electronic health record work queues according to approved departmental processes.
• Interact with physicians and their staff to resolve issues related to patient care.
• Collect and manage payments, including cash, and follow cash-handling security procedures.
• Respond quickly to patient medical status changes and emergencies in clerical areas; escort patients to nursing units or outpatient departments when necessary.

Benefits

• Paid Time Off programs.
• Medical, dental, vision, life, and short- and long-term disability benefits, subject to eligibility.
• Flexible Spending Accounts for eligible health care and dependent care expenses.
• Adoption assistance and paid parental leave, subject to eligibility.
• Defined contribution retirement plans with employer match and other financial wellness programs.
• Educational Assistance Program.
• Competitive compensation, premium pay for qualifying shifts or on-call work, incentive pay for select positions, and opportunity for annual performance-based increases.

What This Job Offers

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