Patient Service Representative

American Addiction Centers • Winston-Salem, NC

2d • $21 - $31 • Onsite

About The Position

The Patient Service Representative is responsible for greeting patients, monitoring patient flow, and ensuring efficient and courteous patient care. This role involves completing the registration process, verifying and updating patient demographic and insurance information, and collecting patient financial liabilities. The representative will also follow financial clearance policies, identify patients needing financial assistance, and perform visit closure tasks such as scheduling follow-up appointments and collecting patient responsibility. Maintaining knowledge of payer requirements and communicating customer service issues to management are key aspects of this position. The role requires meeting productivity and accuracy standards, 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, and present a pleasant, professional demeanor 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.
• Must be able 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.
• Verifies insurance benefits, calculates and collects patient's out-of-pocket financial liability, and requests/collects past due and present balances.
• Follows the Financial Clearance policy for non-urgent patient services when financial clearance or authorization has not been completed.
• Identifies patients in need of financial assistance and refers them to a 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 demonstrates a willingness to work collaboratively.

Benefits

• Comprehensive suite of Total Rewards: benefits and well-being programs
• Competitive compensation
• Generous retirement offerings
• Programs that invest in your career development
• 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

What This Job Offers

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