FT Patient Service Representative (Nights)

Advocate Health•Charlotte, NC

1d•$21 - $31

About The Position

The Patient Service Representative creates the initial electronic health record used by the healthcare team, helps prevent duplicate records, and verifies patient identity before care to support patient safety. The role checks in and registers patients, verifies demographic, guarantor, and insurance information, discusses and collects copayments and other patient financial responsibilities, and protects confidential information in accordance with HIPAA. The representative applies knowledge of insurance plans, organizational contracts, financial responsibility, and referral processes to Financial Advocates. The role enforces applicable forms, questions, signatures, and procedures required by government regulations and accrediting bodies, including HIPAA, EMTALA, and Medicare notices. It may also schedule appointments and manage cancellations, rescheduling, wait lists, and recall requests, while providing patients with accurate preparation and arrival information. The position provides welcoming, professional customer service to patients and visitors, responds to routine information requests, answers and screens calls, takes messages, and arranges assistance such as transportation, directions, wheelchairs, and interpreter services. It also monitors and works assigned electronic health record work queues according to department procedures.

Requirements

High school graduate.
No prior experience required.
Demonstrate Advocate Health's purpose, values, and behaviors.
Ability to work independently, set and meet deadlines, multitask, prioritize, and manage a high workload with frequent interruptions in a fast-paced, high-stress environment.
Strong attention to detail and accuracy.
Excellent customer service and service-recovery skills.
Independent thinking, problem-solving, and judgment skills, including the ability 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 and discuss services that may not be paid for by their health plan.
Ability to collect and manage payments, including cash, and follow related security procedures.
Strong computer skills and technical proficiency, including insurance verification and eligibility tools, electronic medical records, patient liability estimation tools, email, Microsoft Office, internet browsers, and phone technology.
Understanding of basic medical and insurance terms and abbreviations used in patient scheduling and registration.
Knowledge of HIPAA and applicable state and federal rules and regulations; ability to handle sensitive and confidential 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 follow updates to insurance precertification requirements.
Excellent organizational skills and ability to act as a resource to other staff.
Ability to work a flexible schedule at times to meet department needs.
Ability to travel if required by the position.
Ability to transition frequently between sitting and standing, remain mobile throughout the workday, and sit or stand for extended periods.
Ability to lift frequently up to 10 pounds and occasionally 20 pounds or more, and to push or pull up to 50 pounds with assistance.
Ability to use vision, hearing, touch, clear speech, and fine motor skills for keyboard data entry.

Nice To Haves

Experience with insurance verification or eligibility tools, EPIC electronic medical record, patient liability estimation tools, electronic email, Microsoft Office, the 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.
Verify patient identity before care in accordance with organizational accreditation requirements.
Check in and register patients; obtain and verify demographic, guarantor, and insurance information.
Discuss and collect copayments and other out-of-pocket patient responsibilities.
Maintain confidentiality of patient, financial, and medical information in accordance with HIPAA.
Apply knowledge of insurance plans and organizational contracts; explain patient financial obligations and refer patients to Financial Advocates when appropriate.
Enforce applicable rules, forms, questions, notices, and procedures required for regulatory compliance; obtain patient or guarantor signatures as required.
Schedule appointments when needed and coordinate cancellations, rescheduling, wait lists, and recall requests.
Provide accurate information about test preparation, arrival times, medication and food or beverage guidelines, check-in procedures, and directions.
Greet patients and visitors, answer routine requests for information, answer and screen telephone calls, and take messages.
Arrange assistance for patients, including transportation, directions, wheelchairs, and interpreter services.
Monitor and work assigned electronic health record work queues according to approved department procedures.
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 promptly to patient medical status changes and emergencies occurring in clerical areas.
Escort patients to nursing units or outpatient departments as necessary.