Patient Service Representative , Wilkes

Patient Service Representative I, Wilkes

Join to apply for the Patient Service Representative I, Wilkes role at Atrium Health Wake Forest Baptist
. Position posted 1 day ago.
Full time, 40 hours per week, Monday-Friday with weekend rotation for select areas. Pay range $20.40 - $30.60 per hour.

Location:

Wilkes area clinics.

The Patient Services Representative (PSR) is responsible for completing patient registration duties including collecting and validating accurate patient demographic and insurance information, obtaining pre-certification or authorization as required, and entering all necessary information into the Atrium Health Wake Forest Baptist ADT system. The PSR informs the patient of their estimated liability, collects patient liabilities, identifies patients in need of financial assistance, and refers patients to financial counseling as necessary.

This position requires multitasking and effective problem‑solving skills and is expected to foster positive relationships with all patients in order to provide quality service.

High school diploma or GED required. Patient access (scheduling, registration and financial clearance), insurance verification, billing or certified medical assistant experience preferred.

• 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-ins, verifies and/or updates patient information.
• Verifies insurance benefits, obtains, calculates and collects the patient's out‑of‑pocket financial liability, and requests past due and present balances or estimates due.
• Follows the Financial Clearance policy for non‑urgent patient services when financial clearance has not been completed 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, including checking out patients, scheduling follow‑up appointments, collecting additional patient responsibility (when applicable) and providing appropriate documents.
• Maintains knowledge of Medicare, Medicaid and third‑party payer requirements, guidelines and 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 and performance expectations of a 98% accuracy rate and established department productivity measurements.
• Maintains excellent public relations with patients, families, and clinical staff and collaborates with others for concise and timely flow of information.

• Ability to identify and understand issues and problems.
• Examines data and draws logical conclusions based on available information.
• 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, presenting 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, 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, problem‑solve in high‑profile and high‑stress area, and interact positively with all internal and external customers while determining priority of work.

• Exposed to a normal office environment.
• Must be able to…