Patient Service Representative

JOB SUMMARY: 

Provides exceptional customer service by performing all registration, HIM, scheduling, reception, and financial functions with accuracy. May float to various operational sites within WFBMC Corporate Revenue Cycle (CRC). Expedites and provides healthcare access by obtaining accurate critical data elements from a variety of sources (e.g. patients, families, physicians, etc.). Ensures reimbursement for services rendered through verification of insurance and benefits and timely authorizations and pre-certs. Identifies, informs, and collects patient's financial obligations. Identifies and refers patients seeking financial assistance to the appropriate internal departments and external agencies. Fosters positive relationships with all patients and family members, peers as well as external customers to ensure quality services. This position requires multi-tasking and effective problem solving skills. 

EDUCATION/EXPERIENCE: 

High school diploma or GED equivalent. Experience in a healthcare setting (receptionist, registration, financial assistance, etc.) preferred. Working knowledge of applicable rules, regulations and guidelines governing insurance payers and reimbursement preferred. Medical terminology preferred. Bilingual (Spanish) strongly preferred. 

ESSENTIAL FUNCTIONS: 

1. Collects Critical Data Elements, registration information, completes related documents, and prioritizes workload. 

2. Ensures accurate patient identification and addresses sensitive information with confidentiality. 

3. Communicates insurance benefits and liabilities with customers. 

4. Collects past, current and future payments due and advises customers of financial responsibility and resources. 

5. Provides excellent customer service through all interactions and resolves complaints promptly. 

6. Works well independently and as part of a team. 

7. Accesses hospital systems, office technology, payer websites and other resources for assigned responsibilities. 

8. Adheres to the Medical Center's Values and policies while meeting departmental productivity goals and standards. 

9. Obtains authorizations, pre-certs, documentation when applicable, referrals, reviews and requests medical record information as necessary. 

10. Communicates effectively with various internal and external healthcare team members. 

11. Attends required training classes, seminars and meetings. 

12. Performs additional tasks and responsibilities as requested by department management. 

SKILLS/QUALIFICATIONS: 

Excellent oral, written, and interpersonal communication skills Problem-solving skills to identify research and assist in resolution of real time issues Exceeds CRC goals occasionally and productivity standards based on department requirements Works independently with minimal assistance from leadership Data entry, keyboarding (WPM 45) and calculator skills Strong telephone etiquette Organization and time management skills Critical thinking and decision making skills Ability to perform analysis Ability to multi-task Identification of system/process improvements Basic mathematical skills Basic understanding of ICD 9/10 and CPT codes Attention to detail Ability to receive constructive criticism and take action Computer skills to include Microsoft products Presents/maintains a professional image 

WORK ENVIRONMENT: 

Clinical and office environments Occasional long hours, must be flexible and available to provide staffing assistance for any/all disasters or emergencies 

Atrium Health Wake Forest Baptist is a pre-eminent academic health system based in Winston-Salem, North Carolina. Atrium Health Wake Forest Baptist is part of Advocate Health, which is headquartered in Charlotte, North Carolina, and is the fifth-largest nonprofit health system in the United States, created from the combination of Atrium Health and Advocate Aurora Health. Atrium Health Wake Forest Baptist’s two main components are an integrated clinical system – anchored by Atrium Health 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 300 primary and specialty care locations and more than 2,700 physicians; and Wake Forest School of Medicine, the academic core of Atrium Health Enterprise and 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.

Wake Forest Baptist Health, Wake Forest University School of Medicine and Atrium Health have joined forces in a strategic combination that will enhance care, transform medical education a