Patient Service Representative II

American Addiction Centers•Kernersville, NC

1d•$22 - $33•Hybrid

About The Position

The Patient Services Representative II is responsible for interviewing patients in-person and/or by phone to obtain all required information for hospital records and billing systems. This role involves pre-registering scheduled patients for various services, verifying insurance coverage, and obtaining necessary authorizations. The position also handles internal and outgoing referrals, performs clerical duties such as answering phones and processing charts, and collects upfront deposits or sets up payment arrangements. Additionally, the representative screens patients for financial assistance programs and ensures adherence to department policies regarding financial clearance. This role may also involve completing registration functions within multi-specialty clinics or emergency departments, including claim edit work queues and authorizations. The Patient Services Representative II is expected to sequence multiple physician visits, complete registration activities across multiple platforms, and assist with escalated issues, train team members, and act as a subject matter expert. Participation in departmental performance improvement initiatives and other assigned duties are also part of the role. Understanding and maintaining operations knowledge of Medicare and other state and federal government payor compliance requirements is essential.

Requirements

High school diploma or equivalent and three years of experience working in a role within a customer service, fast paced environment with high volume of either calls or in-person requests; or an equivalent combination of education and experience.
EPIC Cadence experience preferred.
Expert knowledge of patient access services and the overall effect on the revenue cycle.
A thorough understanding of commercial and government insurance plans, payer networks, government resources and medical terminology.
Understand and maintain operations knowledge of Medicare and other state and federal government payor compliance requirements for the population served.
Demonstrated proficiency in communicating effectively with a customer and simplifying complex information.
Demonstrated ability of critical thinking skills and adhering to compliance protocols.
Demonstrated ability to handle escalated issues, train/mentor other team members and viewed as a subject matter expert.
Ability to navigate Internet Explorer and Microsoft Office Suite of applications.
Experience working in a role that requires prioritization of multiple critical priorities while ensuring quality and achievement of performance metrics.
Demonstrated ability to meet or exceed performance metrics.
Ability to handle sensitive information and maintain HIPAA compliance.

Responsibilities

Interview patients in-person and/or by phone to obtain all required information for hospital records and billing systems.
Pre-register all scheduled patients for admission, partial hospitalization, and outpatient services according to department policies and procedures.
Verify insurance coverage and obtains authorization for all services requiring pre-certification.
Process internal and out-going referrals, as needed, per department procedures.
Perform clerical functions as needed, including answering phones, taking messages, chart processing, faxing and scanning.
Collect and process upfront deposits or set-up payment arrangements, as required.
Screen patient for Medicaid, Affordable care Act or hospital sponsored financial program and provides appropriate documentation and referral.
Assist other team members where necessary.
Adhere to department policies and procedures related to verification of eligibility, benefits, pre-authorization requirements, available payment options, financial counseling and other identified financial clearance related duties.
Complete assigned registration functions within multi-specialty clinic and/or emergency department, which may include claim edit work queues, pre-certifications and authorizations.
Sequence multiple physician visits and complete registration activities within multiple registration platforms.
Assist team with escalated issues, trains other team members as needed and is a subject matter expert.
Participate in departmental performance improvement initiatives.
Other duties as assigned or requested by Supervisor or Manager, such as acting as back up in other departments.
Understand and maintain operations knowledge of Medicare and other state and federal government payor compliance requirements for the population served.

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