Patient Service Rep I, Winston-Salem, Part-Time Days

Patient Service Rep I, Winston-Salem clinics

29 hours per week, day shift

Wake Forest Baptist Health is a pre-eminent academic health system based in Winston-Salem, North Carolina. Wake Forest Baptist’s two main components are an integrated clinical system – anchored by Wake Forest Baptist Medical Center, an 885-bed tertiary-care hospital in Winston-Salem – that includes Brenner Children’s Hospital, five community hospitals, more than 350 primary and specialty care locations and more than 2,500 physicians; and Wake Forest School of Medicine, a recognized leader in experiential medical education and groundbreaking research that includes Wake Forest Innovations, a commercialization enterprise focused on advancing health care through new medical technologies and biomedical discovery.

Performs a variety of duties associated with patient registration, scheduling, checkout operations, and cash collections. Presents a positive, friendly, and caring attitude to patients and staff throughout the Medical Center.

JOB SUMMARY:

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 Atrium Health Wake Forest Baptist (AHWFB) 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 in an effort to provide quality service. Bilingual preferred.

EDUCATION/EXPERIENCE:

High School Diploma or GED required and three years of healthcare or customer service experience. Patient Access (Scheduling, Registration and Financial Clearance), Insurance verification, billing or certified medical assistant experience preferred.

LICENSURE, CERTIFICATION, and/or REGISTRATION:

N/A

ESSENTIAL FUNCTIONS:

• Completes the registration process on walk-in patients, verifies and / or updates patient demographic and insurance information if changes or additions have occurred
• Maintains knowledge of and reference materials of the following: Medicare, Medicaid and third-party payer requirements, guidelines and policies, insurance plans requiring pre-authorization/referral and a list of current accepted insurance plans.
• Follows the Financial Clearance policy for non-urgent patient services if financial clearance has not been completed or authorization has not been obtained, when appropriate
• Greets patients arriving for their appointments. Monitors patient flow to ensure patients are cared for in the most efficient and courteous manner.
• Meets or exceeds performance expectations of 98% accuracy rate and established department productivity measurements.
• Proactively communicates issues involving customer service and process improvement opportunities to management
• Maintains excellent public relations with patients, families, and clinical staff as well as demonstrates a willingness and ability to work collaboratively with others for concise and timely flow of information
• Identifies patients in need of financial assistance and refers patients to Financial Counselor
• Performs visit closure, including but not limited to checking out patients, scheduling follow-up appointment(s), collecting additional patient responsibility (when applicable) and providing patient with appropriate documents.
• Ensures all patient demographic and insurance information is complete and accurate
• Verifies insurance benefits. Obtains, calculates and collects the patient’s out of pocket financial liability. Requests and collects past due and present balances or estimates due
• Meets productivity requirements to ensure excellent service is provided to customers

SKILLS & QUALIFICATIONS:

• Ability to identify and understand issues and problems. Examines data and draws logical conclusions based on information available
• Experience with Microsoft Outlook, Word and Excel and ADT software
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals
• Ability to speak effectively to customers or employees of the organization; presents a pleasant, professional demeanor and image during telephone conversation
• Ability to write routine correspondence, calculate figures and amounts such as discounts and percentages
• Ability to handle sensitive and confidential information according to internal policies
• Knowledge and ability to articulate explanations of Medicare, HIPAA, and EMTALA rules and regulations and comply with updates on insurance pre-certification requirements
• 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
• Understanding of basic human anatomy, medical terminology and procedures for application in the patient referral, pre-certification and authorization processes.
• Mathematical aptitude, effective oral and written communication skills and critical thinking skills

WORK ENVIRONMENT:

• Occasionally lifts up to 10 lbs.
• Must be able to sit the majority of the workday.
• Exposed to a normal office environment.
• Operates all equipment necessary to perform the job