Patient Services Rep I

American Addiction Centers•Winston-Salem, NC

2d•$21 - $31•Onsite

About The Position

The Patient Services Rep I is responsible for greeting patients, monitoring patient flow, and ensuring efficient and courteous care. This role involves completing the registration process, verifying demographic and insurance information, and collecting patient financial liabilities. The position also requires following financial clearance policies, identifying patients needing financial assistance, and performing visit closure tasks. Maintaining knowledge of payer requirements and proactively communicating issues are key responsibilities. The role also emphasizes meeting productivity and accuracy standards, and maintaining positive public relations.

Requirements

High school diploma or GED required.
Ability to identify and understand issues and problems.
Examines data and draws logical conclusions based on information available.
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 the patient referral, pre-certification and authorization processes.
Ability to speak effectively to customers or employees of the organization; presents a pleasant, professional demeanor and image during telephone conversation.
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, calculate figures and amounts such as discounts and percentages.
Must be able to work with minimal supervision, to problem solve in a high profile and high stress area and interact positively with all internal and external customers while possessing the ability to determine priority of work.
Must be cross-trained in both Adult and Pediatric Emergency Departments.
Scheduled holiday shifts are mandatory.

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 on walk-in patients, verifies and/or updates patient demographic and insurance information.
Verifies insurance benefits, obtains, calculates, and collects the patient's out-of-pocket financial liability, and requests/collects past due and present balances or estimates due.
Follows the Financial Clearance policy for non-urgent patient services if financial clearance has not been completed or authorization has not been obtained.
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 a list of current accepted insurance plans.
Proactively communicates issues involving customer service and process improvement opportunities to management.
Meets productivity requirements to ensure excellent service is provided to customers.
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 and ability to work collaboratively for concise and timely flow of information.

Benefits

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