Patient Service Representative I

Advocate Health • Rome, GA

5d • $20 - $30

About The Position

The Patient Service Representative I supports patient access at the Specialty Center’s Pain Medicine: Med Mgmt department. The role welcomes patients, manages patient flow, completes and updates registration information, and handles insurance and financial-clearance processes. It also closes visits, schedules follow-up appointments, collects applicable patient payments, and provides patients with appropriate documents. The representative works with patients, families, clinical staff, and management to support courteous service, accurate information, and timely patient flow.

The position is full time, 40 hours per week, with a Monday–Friday schedule from 8:00 a.m. to 5:00 p.m. The work takes place in a normal office environment and requires sitting for most of the workday, with occasional lifting of up to 10 pounds. The employee operates equipment necessary to perform the job and may be assigned other related duties.

Requirements

• High school diploma or GED required.
• Ability to identify and understand issues and problems, examine data, and draw logical conclusions from available information.
• Knowledge of and ability to explain Medicare, HIPAA, and EMTALA rules and regulations and comply with updates to insurance pre-certification requirements.
• 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 maintain a pleasant, professional demeanor during telephone conversations.
• Ability to read and interpret safety rules, operating and maintenance instructions, and procedure manuals.
• Ability to write routine correspondence and calculate figures and amounts such as discounts and percentages.
• Ability to work with minimal supervision, problem-solve in a high-profile and 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 (scheduling, registration, and financial clearance), insurance verification, billing, or as a certified medical assistant is preferred.
• Experience with Microsoft Outlook, Word, Excel, and ADT software.

Responsibilities

• Greet patients arriving for appointments and monitor patient flow to support efficient, courteous care.
• Ensure patient demographic and insurance information is complete and accurate.
• Register walk-in patients and verify or update demographic and insurance information when needed.
• Obtain, calculate, and collect patients’ out-of-pocket financial liability, including past-due and current balances or estimates due.
• Follow the Financial Clearance policy for non-urgent services when financial clearance or authorization has not been completed, when appropriate.
• Identify patients who may 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 of Medicare, Medicaid, and third-party payer requirements, guidelines, and policies; plans requiring pre-authorization or referral; and accepted insurance plans.
• Proactively communicate customer-service issues and process-improvement opportunities to management.
• Meet productivity requirements and department performance expectations, including a 98% accuracy rate and established productivity measurements.
• Maintain positive relationships with patients, families, and clinical staff and collaborate to support concise, timely information flow.
• Handle sensitive and confidential information according to internal policies.
• Work with minimal supervision, solve problems in a high-profile, high-stress area, interact positively with internal and external customers, and determine work priorities.

Benefits

• Paid time off programs.
• Medical, dental, vision, life, short-term disability, 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 circumstances, incentive pay for select positions, and potential annual performance-based increases.

What This Job Offers

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