Patient Service Representative I Hospital

Advocate Health•Macon, GA

5d•$21 - $31

About The Position

The Patient Service Representative I creates and maintains accurate electronic health records, registers and checks in patients, and verifies demographic, guarantor, and insurance information. The role collects co-pays and other patient responsibilities, protects confidential information, and supports compliance with healthcare regulations and required documentation. Representatives explain insurance and financial obligations and refer patients to Financial Advocates when appropriate. The position may schedule appointments and manage cancellations, reschedules, wait-list requests, and recalls. It provides patients with accurate preparation, arrival, check-in, and facility information; offers customer service to patients and visitors; answers and screens calls; and helps coordinate needs such as transportation, directions, wheelchairs, and interpreter services. The representative also monitors assigned electronic health record work queues and follows approved department processes. This full-time position is based in a normal office environment with significant patient and public contact and may involve exposure to ill or contagious patients. The role may require travel and a flexible schedule at times. Work includes frequent transitions between sitting and standing, extended periods of sitting or standing, mobility throughout the workday, and occasional lifting, pushing, or pulling. The posted pay range is $20.80–$31.20. The schedule is Monday through Friday, 40 hours per week.

Requirements

High school graduate.
No prior experience required.
Demonstrate Advocate Health’s purpose, values, and behaviors.
Work independently in a high-profile, high-stress environment; set and meet deadlines, multitask, prioritize, and handle large workloads and interruptions without direct supervision.
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 and verbal communication and interpersonal skills; communicate professionally with patients, visitors, staff, and physicians.
Ability to educate patients about insurance coverage, including services that may not be paid by their health plan.
Ability to collect and manage payments and follow cash-handling security procedures.
Strong computer skills and technical proficiency with relevant systems and technology.
Understanding of basic medical and insurance terms and abbreviations used in scheduling and registration.
Knowledge of HIPAA and applicable state and federal rules and regulations; ability to handle sensitive information according to internal policies.
General understanding of Medicare, Medicaid, managed care, and commercial health insurance.
Ability to explain Medicare, HIPAA, and EMTALA requirements and comply with updates to insurance pre-certification requirements.
Excellent organizational skills and ability to act as a resource to other staff.
Ability to transition frequently between sitting and standing, remain seated or standing for extended periods, and be mobile throughout the workday.
Ability to frequently lift up to 10 pounds and occasionally lift 20 pounds or more; ability to push or pull up to 50 pounds with assistance.
Sensory capabilities including vision, hearing, and touch; ability to speak clearly and use fine motor skills for keyboard data entry.
Ability to operate all equipment necessary for the job.
Willingness to work a flexible schedule at times to meet department needs.

Nice To Haves

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

Responsibilities

Create the initial electronic health record and help prevent duplicate medical records.
Positively identify patients before care is delivered, following organizational accreditation requirements.
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.
Maintain confidentiality of patient personal, financial, and medical information in accordance with HIPAA.
Explain insurance coverage and financial obligations, identify when a statement of financial responsibility is needed, and refer patients to Financial Advocates when appropriate.
Enforce applicable rules, forms, and questions required for compliance with government agencies and regulations; obtain patient or guarantor signatures as required.
Schedule appointments as needed and coordinate cancellations, reschedules, wait-list requests, and recall requests.
Provide information about test preparation, arrival times, medication and food or beverage guidelines, check-in procedures, and directions to facilities.
Greet patients and visitors, respond to routine requests, answer and screen telephone calls, and take messages.
Assist patients with needs such as transportation, directions, wheelchairs, and interpreter services.
Monitor and work assigned electronic health record queues according to approved department 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 occurring in clerical areas.
Escort patients to nursing units or outpatient departments as necessary.
Operate equipment needed to perform the job.

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.
Premium pay such as shift or on-call pay, depending on position.
Incentive pay for select positions.
Opportunity for annual increases based on performance.
Career development programs.