Patient Service Rep I

Department: 13347 Enterprise Revenue Cycle – Wake Forest Highpoint NC Arrival Status: Part time Benefits Eligible: No Hours Per Week: 16 Schedule Details / Additional Information: Required every other weekend and every other holiday. In addition, pick up shifts as needed. Pay Range: $20.40 – $30.60 Education / Experience: High school diploma or GED required. Patient access (scheduling, registration and financial clearance), insurance verification, billing or certified medical assistant experience preferred. Essential Functions 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, verifies and/or updates patient demographic and insurance information if changes or additions have occurred. Verifies insurance benefits and obtains, calculates and collects the patient’s out‑of‑pocket financial liability, including requests and collections of past‑due and present balances or estimates due. Follows the Financial Clearance policy for non‑urgent patient services when financial clearance or authorization has not been obtained, when appropriate. Identifies patients in need of financial assistance and refers them to the Financial Counselor. Performs visit closure, checking out patients, scheduling follow‑up appointments, collecting additional patient responsibility (when applicable) and providing patients with appropriate documents. Maintains knowledge of Medicare, Medicaid and third‑party payer requirements, guidelines, policies, insurance plans requiring pre‑authorization/referral and current accepted insurance plans. Proactively communicates customer service issues and process improvement opportunities to management. Meets productivity requirements to provide excellent service to customers. Meets or exceeds performance expectations of a 98% accuracy rate and established department productivity measurements. Maintains excellent public relations with patients, families, and clinical staff and demonstrates willingness and ability to collaborate for concise and timely flow of information. Skills & Qualifications Ability to identify and understand issues and problems. Examines data and draws logical conclusions, articulating explanations of Medicare, HIPAA, and EMTALA rules and compliance with insurance pre‑certification updates. Mathematical aptitude, effective oral and written communication, and critical thinking skills. Understanding of basic human anatomy, medical terminology and procedures for patient referral, pre‑certification and authorization processes. Professional demeanor and image during telephone conversations with customers or employees. Ability to handle sensitive and confidential information according to internal policies. Ability to read and interpret documents such as safety rules, operating instructions and procedure manuals. Experience with Microsoft Outlook, Word, Excel and ADT software. Ability to write routine correspondence and calculate figures such as discounts and percentages. Works with minimal supervision, problem‑solves in a high‑profile, high‑stress area, and interacts positively with all internal and external customers while determining work priorities. Work Environment Exposed to a normal office environment. Must sit the majority of the workday. Occasionally lifts up to 10 lbs. Operates all equipment necessary to perform the job. Benefits Base compensation within the listed pay range based on qualifications, skills and experience. Premium pay such as shift, on call, and more based on the teammate’s job. Incentive pay for select positions. Opportunity for annual increases based on performance. Paid Time Off programs. Health and welfare benefits including medical, dental, vision, life, 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. Note: Eligibility for programs listed above may depend on your FTE or status (e.g., full‑time, part‑time, per diem, temporary, etc.); please ask a Recruiter for more information during an interview. The Patient Services Representative (PSR) is responsible for completing patient registration duties including but not limited to collecting and validating accurate patient demographic and insurance information, obtaining pre‑certification or authorization as required, and entering all necessary information into Wake Forest Baptist Medical Center (WFBMC) ADT system. The PSR is responsible for informing the patient of their estimated liability, collecting patient liabilities, identifying patients in need of financial assistance and referring patients to financial counseling as necessary. This position requires multi‑tasking and effective problem‑solving skills. It is expected that the PSR will foster positive relationships with all patients to provide quality service. #J-18808-Ljbffr