What are the responsibilities and job description for the Patient Service Representative I position at Atrium Health Wake Forest Baptist?
Department
02190 WFBMG Wake Forest Health Network: N Wilkesboro West Park - Immediate Care
Status
Full time
Benefits Eligible
Yes
Hours Per Week
36
Schedule Details/Additional Information
Mon-Fri 8a-7:30p Sat & Sun 8a-5:30pm
Pay Range
$20.80 - $31.20
Position Summary
The Patient Access Representative is responsible for providing exceptional front-line customer service while ensuring accurate patient registration, insurance verification, and financial clearance. This role supports efficient patient flow and compliance with organizational policies and payer requirements.
Education & Experience
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:
Compensation
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.
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 in an effort to provide quality service.
02190 WFBMG Wake Forest Health Network: N Wilkesboro West Park - Immediate Care
Status
Full time
Benefits Eligible
Yes
Hours Per Week
36
Schedule Details/Additional Information
Mon-Fri 8a-7:30p Sat & Sun 8a-5:30pm
Pay Range
$20.80 - $31.20
Position Summary
The Patient Access Representative is responsible for providing exceptional front-line customer service while ensuring accurate patient registration, insurance verification, and financial clearance. This role supports efficient patient flow and compliance with organizational policies and payer requirements.
Education & Experience
- High school diploma or GED required
- Preferred experience in one or more of the following:
- Patient access (scheduling, registration, financial clearance)
- Insurance verification and billing
- Certified Medical Assistant (CMA) experience
- Reports to: Supervisor or Manager
- None required
- Greet and assist patients upon arrival, ensuring a courteous and efficient check-in process
- Monitor patient flow to support timely and effective service delivery
- Accurately verify and update patient demographic and insurance information
- Complete registration for walk-in patients and ensure all records are current
- Verify insurance benefits and determine patient financial responsibility
- Collect copays, deductibles, outstanding balances, and estimated payments
- Follow financial clearance policies for non-urgent services, including authorization requirements
- Identify patients requiring financial assistance and refer to Financial Counseling as appropriate
- Perform visit closure activities including patient check-out, scheduling follow-up appointments, and providing necessary documentation
- Maintain working knowledge of Medicare, Medicaid, and third-party payer guidelines, including pre-authorization requirements
- Communicate customer service concerns and process improvement opportunities to leadership
- Meet established productivity and accuracy standards (minimum 98% accuracy rate)
- Foster positive relationships with patients, families, and clinical staff to support effective communication and care coordination
- Strong problem-solving and critical thinking skills with the ability to interpret data and make informed decisions
- Knowledge of Medicare, HIPAA, EMTALA regulations, and insurance pre-certification requirements
- Basic understanding of medical terminology, human anatomy, and clinical procedures
- Excellent verbal and written communication skills with a professional and customer-focused demeanor
- Ability to handle confidential information in accordance with organizational policies
- Proficiency in Microsoft Outlook, Word, Excel, and registration systems (ADT preferred)
- Basic math skills, including calculating balances, percentages, and patient financial responsibility
- Ability to work independently in a fast-paced, high-volume environment while prioritizing tasks effectively
- Standard office/clinical environment
- Prolonged periods of sitting throughout the workday
- Occasional lifting of up to 10 lbs
- Regular use of office and registration equipment
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:
Compensation
- 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, andShort- 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
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.
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 in an effort to provide quality service.
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