CMC ED PSR1 PT 11P-730A

American Addiction Centers•Charlotte, NC

20h•Onsite

About The Position

The Patient Service Representative 1 (PSR1) position is a part-time role within the Enterprise Revenue Cycle at Carolinas Medical Center's Emergency Department. This role is fundamental in establishing the initial electronic health record, which forms the basis of the patient's medical history used by the entire healthcare team. A critical aspect of the job is preventing the creation of duplicate medical records to avoid treatment safety issues and billing complications. The PSR1 is responsible for ensuring compliance with organizational and accrediting body mandates for positive patient identification before care delivery, thereby enhancing patient safety. Key duties include checking in and registering patients, accurately collecting and verifying demographic, guarantor, and insurance details, and discussing/collecting co-pays and other patient financial responsibilities. This ensures timely payments and minimizes billing disputes. The role demands strict adherence to HIPAA for patient confidentiality and requires a solid understanding of various insurance plans (commercial, government), Advocate Health's contracts, and when financial responsibility statements are needed. The PSR1 must be adept at discussing financial obligations with patients and referring them to Financial Advocates when appropriate. Compliance with government regulations such as EMTALA, Consent for Treatment, Patient Rights and Responsibilities, IMM, MOON, MSPQ, and ABN is also essential, including obtaining required patient or guarantor signatures. Additional responsibilities may include scheduling, canceling, or rescheduling patient appointments, providing detailed information regarding test preparations, arrival times, and facility directions. The PSR1 is expected to foster a welcoming and professional environment, greet patients and visitors, respond to inquiries, manage phone calls, and offer assistance such as arranging transportation or interpreter services. Finally, the role involves monitoring and managing assigned electronic health record work queues according to departmental protocols.

Requirements

High School Graduate.
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.
Strong attention to detail and accuracy.
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.
Ability to 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.
Ability to interact with physicians and their staff to resolve issues related to patient care.
Ability to collect and manage payments including cash payments and follow security related to cash handling.
Strong understanding and comfort level with computer systems.
Demonstrated technical proficiency including experience with insurance verification/eligibility tools, EPIC electronic medical record, patient liability estimation tools, electronic email, Microsoft Office, internet browser and phone technology.
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.

Nice To Haves

Experience with insurance verification/eligibility tools, EPIC electronic medical record, patient liability estimation tools, electronic email, Microsoft Office, Internet and phone technology.

Responsibilities

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. Examples are HIPAA, Emergency Medical Treatment and Active Labor Act (EMTALA), Consent for Treatment, Patient Rights and Responsibilities, Important Message from Medicare (IMM), Medicare Outpatient Observation Notice (MOON), Notice of Privacy Practices, Medicare Secondary Payer Questionnaire (MSPQ), Advanced Beneficiary Notice (ABN).
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

Comprehensive suite of Total Rewards: benefits and well-being programs, competitive compensation, generous retirement offerings, programs that invest in your career development and so much more – so you can live fully at and away from work.
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.