Patient Service Representative I (PSR I) – Remote Impact Team

Advocate Health and Hospitals Corporation • Charlotte, NC

28d • Remote

About The Position

The Patient Service Representative I (PSR I) serves as a critical part of the Patient Access and Revenue Cycle team, supporting patients prior to their scheduled services within the Pre-Arrival environment. This role is responsible for ensuring accurate patient information, insurance verification, and financial clearance to support a seamless patient experience. PSRs play a key role in connecting multiple departments, supporting operational workflows, and maintaining compliance, accuracy, and patient satisfaction across all interactions. Our team operates within a fast-paced Pre-Arrival environment, partnering closely with clinical departments to ensure patients are prepared both administratively and financially prior to service. This role supports a consistent assignment focus, starting with UHC Referrals and expanding into Insured Benefits as business needs evolve. The team supports a variety of workflows, including benefits verification, authorization, and financial clearance activities across multiple departments.

Requirements

• Strong attention to detail and accuracy
• Ability to work in a fast-paced, ever-changing environment
• Strong communication and customer service skills
• Ability to learn workflows quickly and adapt to changing priorities
• Comfortable working independently while also collaborating across teams
• High School Graduate.
• Demonstrate the Advocate Health purpose, values and behaviors.
• Ability to work in a high profile and high stress area, working independently to set and meet deadlines, multitask and prioritize work.
• Must be able to handle large workloads with many interruptions in a fast-paced environment without direct supervision.
• Excellent customer service skills in a variety of situations.
• Must have excellent service recovery skills.
• Demonstrated independent thinking and problem-solving skills, ability to exercise judgment to triage issues and concerns.
• Excellent communication (written & verbal), customer service and interpersonal skills, ability to effectively communicate with a variety of patients, visitors, staff and physicians in a pleasant professional demeanor.
• Educate patients on the insurance coverage aspect of their care including managing the discussion for services that will not or may not be paid by their health plan.
• Interact with physicians and their staff to resolve issues related to patient care.
• Collect and manage payments including cash payments and follow security related to cash handling.
• Strong understanding and comfort level with computer systems.
• Understanding of basic medical and insurance terms and abbreviations typically used in the patient scheduling and registration process.
• HIPAA-compliant and knowledgeable of applicable state and federal rules/regulations.
• Ability to handle sensitive and confidential information according to internal policies.
• General understanding of health insurance: Medicare, Medicaid, managed care, and commercial payers.
• Knowledge and ability to articulate explanations of Medicare/HIPAA/EMTALA rules and regulations and comply with updates on insurance pre-certification requirements.
• Excellent organizational skills.
• Demonstrated ability to effectively act as a resource to other staff.
• Must be able to transition from sitting to standing frequently.
• Must be able to stand and sit for extended periods of time and be physically mobile throughout the workday.
• Frequently lifts to 10 lbs. and occasionally lifts 20 lbs. or more.
• Must be able to push/pull up to 50 lbs. with assistance.
• Occurs when moving equipment, supplies and/or when transporting patients through doorways, ramps and elevators.
• Escorts patients to nursing units or outpatient departments as necessary.
• Sensory requirements include vision, hearing and touch.
• Must also be able to speak clearly.
• Must be able to use hands with fine motor skills for keyboard data entry.
• May be asked to work a flexible schedule at times to meet the needs of the department.

Nice To Haves

• Experience with registration, insurance verification, or revenue cycle processes preferred
• Preferred: experience with insurance verification/eligibility tools, EPIC electronic medical record, patient liability estimation tools, electronic email, Microsoft Office, Internet and phone technology.

Responsibilities

• Verify and update patient demographic and insurance information with a high level of accuracy
• Perform benefits and eligibility verification, identifying coverage details and potential issues
• Initiate and support authorization/pre-certification processes as required
• Complete pre-registration and financial clearance activities prior to service
• Communicate clearly with patients regarding financial responsibility, next steps, and required documentation
• Maintain accurate documentation within electronic systems and follow established workflows
• Collaborate with leaders, teammates, and clinical departments to resolve issues and ensure timely service readiness
• Adhere to HIPAA, compliance, and organizational policies at all times
• Creates the initial electronic health record that serves as the foundation of the patient medical record that is utilized by all members of the healthcare team.
• Prevents creation of duplicate medical records that can cause treatment safety issues and billing problems.
• Follows and ensures compliance with the mandate of the organization’s accrediting bodies to use identifiers to positively identify a patient prior to the delivery of patient care to ensure patient safety.
• Checks in and registers patients; obtains and verifies complete demographic, guarantor, and insurance information; discusses and collects co-pays and other out-of-pocket patient responsibilities.
• Maintains complete confidentiality regarding patient personal/financial information and medical records in accordance with the Health Insurance Portability and Accountability Act (HIPAA).
• Knows insurance basics and recognizes commercial and government plans.
• Understands which plans Advocate Health contracts with and when a statement of financial responsibility is needed.
• Understands and discusses financial information and obligations with patients.
• Knows how and when to refer patients to Financial Advocates.
• Has knowledge of which rules, forms and questions must be enforced to make sure Advocate Health remains compliant with government agencies and regulations.
• Obtains patient or guarantor signatures as required.
• May schedule patient appointments: may also coordinate cancellations, reschedules, wait list requests, and recall requests.
• Provides accurate, detailed information regarding test preparations, patient arrival time, medication/food/beverage consumption guidelines, check-in procedures, directions to facility, etc.
• Creates a welcoming and professional environment for our patients and visitors by demonstrating extraordinary customer service.
• Greets patients and visitors and responds to routine requests for information.
• Answers telephone, screens calls, and takes messages.
• Offers various assistance to patients to include arranging transportation needs, providing directions, locating a wheelchair, coordinating interpreter services, etc.
• Monitors and works assigned electronic health record work queues, following the department’s approved process.

Benefits

• Paid Time Off programs
• medical, dental, vision, life, and Short- and Long-Term Disability
• 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

What This Job Offers

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