Patient Service Representative I

Advocate Health•Cartersville, GA

11d•$20 - $30•Onsite

About The Position

The Patient Service Representative I is responsible for greeting patients, monitoring patient flow, ensuring patient demographic and insurance information is accurate, completing the registration process, verifying and updating patient information, collecting patient financial liability, and assisting patients with financial assistance referrals. This role also involves performing visit closure, maintaining knowledge of payer requirements, communicating customer service issues, meeting productivity requirements, and maintaining positive public relations with patients, families, and staff.

Requirements

High school diploma or GED required.
Ability to identify and understand issues and problems, examine data, and draw logical conclusions.
Knowledge and ability to articulate explanations of Medicare, HIPAA, and EMTALA rules and regulations, and comply with updates on 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 for application in patient referral, pre-certification, and authorization processes.
Ability to speak effectively to customers or employees, presenting a pleasant, professional demeanor and image 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, and 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, problem-solve in a high-profile and high-stress area, and interact positively with all internal and external customers.
Ability to determine priority of work.

Nice To Haves

Patient access (scheduling, registration and financial clearance), insurance verification, billing or certified medical assistant experience preferred.

Responsibilities

Greets patients arriving for their appointments and monitors patient flow to ensure efficient and courteous care.
Ensures all patient demographic and insurance information is complete and accurate.
Completes the registration process for walk-in patients, verifying and updating demographic and insurance information.
Obtains, calculates, and collects the patient’s out-of-pocket financial liability, including past due and present balances or estimates.
Follows the Financial Clearance policy for non-urgent patient services when financial clearance or authorization has not been obtained.
Refers patients in need of financial assistance to the Financial Counselor.
Performs visit closure, including checking out patients, scheduling follow-up appointments, collecting additional patient responsibility, and providing necessary documents.
Maintains knowledge of Medicare, Medicaid, third-party payer requirements, guidelines, policies, insurance plans requiring pre-authorization/referral, and accepted insurance plans.
Proactively communicates customer service issues and process improvement opportunities to management.
Meets productivity requirements to ensure excellent customer service.
Meets or exceeds performance expectations of 98% accuracy rate and established department productivity measurements.
Maintains excellent public relations with patients, families, and clinical staff, and collaborates effectively with others for concise and timely information flow.

Benefits

Comprehensive suite of Total Rewards: benefits and well-being programs
Competitive compensation
Generous retirement offerings
Programs that invest in your career development
Base compensation listed within the listed pay range based on factors such as qualifications, skills, relevant experience, and/or training
Premium pay such as shift, on call, and more based on a teammate's job
Incentive pay for select positions
Opportunity for annual increases based on performance
Paid Time Off programs
Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability
Flexible Spending Accounts for eligible health care and dependent care expenses
Family benefits such as adoption assistance and paid parental leave
Defined contribution retirement plans with employer match and other financial wellness programs
Educational Assistance Program