Patient Service Representative I Hospital-FT Nights

Advocate Health • Charlotte, NC

3d • $21 - $31

About The Position

The Patient Service Representative I creates and maintains the initial electronic health record used by the healthcare team, helps prevent duplicate records, and follows patient-identification procedures to support patient safety. 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 responsibility, and when to refer patients to Financial Advocates. It also involves following applicable organizational, government, and regulatory requirements; obtaining required signatures; and, when applicable, scheduling appointments and coordinating cancellations, reschedules, wait lists, and recalls. The representative provides patients with clear information about preparations, arrival times, check-in procedures, and directions.

The representative creates a welcoming environment for patients and visitors by providing customer service, answering phones, responding to routine information requests, and coordinating assistance such as transportation, directions, wheelchairs, and interpreter services. The role also includes monitoring and working assigned electronic health record work queues according to department processes. The position is full-time, 40 hours per week, with a Monday–Friday 8 p.m.–4:30 a.m. schedule that includes weekends and holidays.

Requirements

• High school graduate.
• No prior experience required.
• Demonstrate Advocate Health’s purpose, values, and behaviors.
• Ability to work independently in a high-profile, high-stress, fast-paced area; set and meet deadlines; multitask; prioritize; and manage interruptions and large workloads 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, including professional communication with patients, visitors, staff, and physicians.
• Ability to educate patients about insurance coverage and discuss services that may not be paid by their health plan.
• Ability to collect and manage payments, including cash, and follow cash-handling security procedures.
• Strong computer skills and comfort with computer systems and relevant technology.
• Understanding of basic medical and insurance terminology and abbreviations used in patient scheduling and registration.
• Knowledge of HIPAA and applicable state and federal rules and regulations; ability to handle sensitive information in accordance with policies.
• General understanding of Medicare, Medicaid, managed care, and commercial health insurance; ability to explain applicable Medicare, HIPAA, and EMTALA rules and comply with insurance pre-certification updates.
• Excellent organizational skills and ability to act as a resource to other staff.
• Ability to meet the physical and mobility requirements of the position, including frequent transitions between sitting and standing, extended periods of sitting or standing, and movement throughout the workday.
• 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 to meet sensory and speech requirements, including vision, hearing, touch, and clear speech.
• Ability to work a flexible schedule at times to meet department needs.
• Position may require travel, with exposure to weather and road conditions.

Nice To Haves

• Experience with insurance verification or eligibility tools, EPIC electronic medical records, patient liability estimation tools, email, Microsoft Office, internet, 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 the initial electronic health record and help prevent duplicate medical records.
• Follow patient-identification procedures before patient care is delivered.
• Check in and register patients; obtain and verify demographic, guarantor, and insurance information.
• Discuss and collect copayments and other patient financial responsibilities while following cash-handling security procedures.
• Maintain confidentiality of patient personal, financial, and medical information in accordance with HIPAA and internal policies.
• Understand insurance plans and financial responsibility, explain relevant obligations, and refer patients to Financial Advocates when appropriate.
• Follow applicable rules, forms, and requirements, including HIPAA, EMTALA, consent, patient rights, Medicare notices, MSPQ, and ABN requirements; 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 or food and beverage guidelines, check-in procedures, and facility directions.
• Greet patients and visitors, respond to routine information requests, answer and screen telephone calls, and take messages.
• Arrange or coordinate assistance such as transportation, directions, wheelchairs, and interpreter services.
• Monitor and work assigned electronic health record work queues according to the department’s approved process.
• Interact with physicians and their staff to resolve issues related to patient care.
• 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.
• 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, with potential shift and on-call premium pay, incentive pay for select positions, and annual performance-based increases.

What This Job Offers

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