Patient Service Representative I

Advocate Health • Rome, GA

4d • $20 - $30

About The Position

The Patient Service Representative I welcomes patients, supports efficient and courteous patient flow, and completes patient registration and visit-closure activities. The role verifies demographic and insurance information, reviews insurance benefits, calculates and collects patient financial responsibility, and follows applicable financial-clearance procedures. It also requires maintaining knowledge of payer requirements and accepted insurance plans, addressing customer-service and process-improvement issues, and collaborating with patients, families, clinical staff, and other customers.

The position is based in a normal office environment. The work schedule is Monday 7 a.m.–5 p.m. and Tuesday through Friday 8 a.m.–5 p.m., for 40 hours per week.

Requirements

• High school diploma or GED.
• Ability to identify and understand issues and problems, examine data, and draw logical conclusions from available information.
• Knowledge of Medicare, HIPAA, and EMTALA rules and regulations, and ability to articulate explanations and keep up with insurance pre-certification requirement updates.
• Mathematical aptitude, effective oral and written communication, 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 or employees and present a pleasant, professional demeanor during 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, including 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.
• Ability to operate equipment necessary to perform the job.

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 patients’ 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 clearance or authorization has not been completed, as appropriate.
• Identify patients who need 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 concise and timely information flow.
• Perform other related duties as required.

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, possible premium and incentive pay for select positions, and 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