What are the responsibilities and job description for the Patient Service Representative, PRN position at Atrium Health Wake Forest Baptist?
Department
10402 Non Enterprise Corporate - Buisiness Office
Status
Part time
Benefits Eligible
No
Hours Per Week
0
Schedule Details/Additional Information
PRN VARIOUS HOURS
Pay Range
$16.55 - $24.85
As a Patient Service Representative (PSR) at Hugh Chatham Health, you are often the first point of contact for our patients and families—and a critical part of their healthcare journey. Your work sets the foundation for a safe, seamless patient experience while supporting the financial health of the organization. By accurately capturing patient information, ensuring regulatory compliance, and delivering exceptional service, you play a vital role in both patient satisfaction and revenue cycle success. This role thrives in a fast-paced hospital environment and often works independently without direct supervision.
Essential Functions & Responsibilities
Education, Experience & Qualifications
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
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.
A Patient Service Representative (PSR) is often a patient’s first impression of Advocate Health and frequently is the starting point and foundation for all Revenue Cycle functions. That work includes complete and accurate capture of information related to patient demographics, insurance coverage, and patient financial responsibility. The PSR helps prevent the loss of revenue and impacts operating margins through the accuracy and timeliness of their workflows. The PSR ensures mandated regulations are followed and patient satisfaction is optimized. The PSR plays a crucial role in connecting a variety of departments for the overall success of the patient’s experience and the organization’s financial success. Often works without direct supervision present.
10402 Non Enterprise Corporate - Buisiness Office
Status
Part time
Benefits Eligible
No
Hours Per Week
0
Schedule Details/Additional Information
PRN VARIOUS HOURS
Pay Range
$16.55 - $24.85
As a Patient Service Representative (PSR) at Hugh Chatham Health, you are often the first point of contact for our patients and families—and a critical part of their healthcare journey. Your work sets the foundation for a safe, seamless patient experience while supporting the financial health of the organization. By accurately capturing patient information, ensuring regulatory compliance, and delivering exceptional service, you play a vital role in both patient satisfaction and revenue cycle success. This role thrives in a fast-paced hospital environment and often works independently without direct supervision.
Essential Functions & Responsibilities
- Create and maintain accurate electronic health records that serve as the foundation of the patient’s medical record, ensuring patient safety and preventing duplicate records.
- Positively identify patients using required identifiers prior to care delivery in compliance with accrediting and regulatory standards.
- Register and check in patients by collecting and verifying demographic, guarantor, and insurance information.
- Explain, discuss, and collect co-pays and other out-of-pocket financial responsibilities at the point of service.
- Maintain strict confidentiality of patient medical and financial information in compliance with HIPAA and internal policies.
- Demonstrate working knowledge of commercial and government insurance plans, including when statements of financial responsibility are required.
- Educate patients on insurance coverage and financial obligations.
- Ensure compliance with federal and state regulations, including HIPAA, EMTALA, Medicare requirements, and other mandated notices and forms.
- Obtain required patient and guarantor signatures accurately and timely.
- Schedule, reschedule, and cancel patient appointments; manage waitlists and recall requests as needed.
- Provide clear instructions to patients regarding test preparation, arrival times, directions, check-in processes, and dietary or medication restrictions.
- Deliver exceptional customer service by creating a welcoming, professional environment for patients and visitors.
- Answer phones, screen calls, respond to inquiries, and relay messages accurately.
- Assist patients with transportation coordination, interpreter services, directions, wheelchair access, and other support needs.
- Monitor and manage assigned electronic health record work queues following departmental workflows and standards.
Education, Experience & Qualifications
- High School Diploma or GED
- Ability to work independently in a high-volume, high-stress environment
- Strong attention to detail and accuracy
- Excellent verbal and written communication skills
- Outstanding customer service and service recovery skills
- Ability to multitask, prioritize, and meet deadlines with frequent interruptions
- Comfort with computer systems and technology
- Knowledge of HIPAA and the ability to handle sensitive and confidential information
- Experience with insurance verification and eligibility tools
- Experience using EPIC electronic medical record systems
- Familiarity with patient liability estimation tools
- Working knowledge of Medicare, Medicaid, managed care, and commercial insurance plans
- Proficiency with Microsoft Office, email, internet browsers, and phone systems
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
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.
A Patient Service Representative (PSR) is often a patient’s first impression of Advocate Health and frequently is the starting point and foundation for all Revenue Cycle functions. That work includes complete and accurate capture of information related to patient demographics, insurance coverage, and patient financial responsibility. The PSR helps prevent the loss of revenue and impacts operating margins through the accuracy and timeliness of their workflows. The PSR ensures mandated regulations are followed and patient satisfaction is optimized. The PSR plays a crucial role in connecting a variety of departments for the overall success of the patient’s experience and the organization’s financial success. Often works without direct supervision present.
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