Patient Service Representative I Hospital

Department: 13350 Enterprise Revenue Cycle - University City NC Arrival Status: Part time Benefits Eligible: Part Time

• Evening shift position including every other weekend
• 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. Obtaining accurate information at the point of registration helps ensure timely payment to the organization and prevents billing issues and patient complaints. 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). 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. 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. Licensure, Registration, and/or Certification Required: ~​​High School Graduate. ​ Demonstrate the Advocate Health purpose, values and behaviors. Must be able to handle large workloads with many interruptions in a fast-paced environment without direct supervision. Excellent customer service skills in a variety of situations. Must have excellent service recovery skills. 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. 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. 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. Ability to handle sensitive and confidential information according to internal policies. General understanding of health insurance: Medicare, Medicaid, managed care, and commercial payers. This position may require travel, therefore, will be exposed to weather and road conditions.

• Responds quickly to patient medical status and emergency situations occurring in clerical areas.
• CPR certification may be required based on service location.
• Notary training/licensure may be required as appropriate for service line and/or facility.
• Operates all equipment necessary to perform the job.
• Exposed to a normal office environment with significant patient and public contact. Must be able to stand and sit for extended periods of time and be physically mobile throughout the workday.
• with assistance. Occurs when moving equipment, supplies and/or when transporting patients through doorways, ramps and elevators.
• Escorts patients to nursing units or outpatient departments as necessary.
• Must be able to use hands with fine motor skills for keyboard data entry.
• May be asked to work a flexible schedule at times to meet the needs of the department.

Preferred: experience with insurance verification/eligibility tools, EPIC electronic medical record, patient liability estimation tools, electronic email, Microsoft Office, Internet and phone technology. Advocate Health offers a 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, including: 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 Opportunity for annual increases based on performance 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 Defined contribution retirement plans with employer match and other financial wellness programs full-time, part-time, per diem, temporary, etc.); About Advocate Health Advocate Health is the third-largest nonprofit, integrated health system in the United States, created from the combination of Advocate Aurora Health and Atrium Health. Providing care under the names Advocate Health Care in Illinois; Atrium Health in the Carolinas, Georgia and Alabama; and Aurora Health Care in Wisconsin, Advocate Health is a national leader in clinical innovation, health outcomes, consumer experience and value-based care. Headquartered in Charlotte, North Carolina, Advocate Health services nearly 6 million patients and is engaged in hundreds of clinical trials and research studies, with Wake Forest University School of Medicine serving as the academic core of the enterprise. It is nationally recognized for its expertise in cardiology, neurosciences, oncology, pediatrics and rehabilitation, as well as organ transplants, burn treatments and specialized musculoskeletal programs. Advocate Health employs 155,000 teammates across 69 hospitals and over 1,000 care locations, and offers one of the nation’s largest graduate medical education programs with over 2,000 residents and fellows across more than 200 programs. Committed to providing equitable care for all, Advocate Health provides more than $6 billion in annual community benefits.