Patient Service Representative , Asheboro

Patient Service Representative I – Locations:
Asheboro Clinics, Wake Forest Baptist Medical Center (WFBMC)

Job Summary: 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 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 role requires multi‑tasking, effective problem‑solving skills, and a commitment to fostering positive relationships with all patients to provide quality service.

• 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‑in patients, verifies or updates patient information when changes occur.
• Verifies insurance benefits, obtains, calculates, and collects the patient's out‑of‑pocket liability; requests and collects past‑due and present balances or estimates due.
• Follows the Financial Clearance policy for non‑urgent services when financial clearance has not been completed or authorization not obtained.
• 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 responsibilities when applicable, and providing appropriate documents.
• Maintains knowledge of Medicare, Medicaid, and third‑party payer requirements, guidelines, policies, and current accepted insurance plans.
• Proactively communicates customer service and process‑improvement issues to management.
• Meets productivity requirements to ensure excellent customer service.
• Meets or exceeds performance expectations of 98% accuracy and established department productivity measurements.
• Maintains excellent public relations with patients, families, and clinical staff while demonstrating willingness and ability to collaborate for concise and timely flow of information.

• Ability to identify and analyze issues and problems.
• Examines data and draws logical conclusions based on available information.
• Knowledge of Medicare, HIPAA, EMTALA rules and regulations and ability to 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 patient referral, pre‑certification, and authorization processes.
• Ability to speak effectively to customers or employees and present a pleasant, professional demeanor during telephone conversations.
• 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 and calculate figures and amounts such as discounts and percentages.
• Can work with minimal supervision, solve problems in high‑profile, high‑stress environments, interact positively with all internal and external customers, and prioritize work effectively.

• Normal office environment.
• Must sit for the majority of the workday.
• Occasional lifting up to 10 lbs.
• Operates all equipment necessary to perform the job.

Compensation:

• Base compensation within the stated pay range, based on qualifications, skills, and experience.
• Premium pay such as shift, on‑call, and more based on job role.
• Incentive pay for select positions.
• Opportunity for annual increases based on performance.

Benefits and More:

• Paid Time Off programs.
• Health and welfare benefits (medical, dental, vision, life, short‑ and long‑term disability).
• Flexible Spending Accounts for eligible healthcare and dependent care expenses.
• Family benefits including adoption assistance and paid parental leave.
• Defined contribution retirement plans with employer match and other financial wellness programs.
• Educational Assistance Program.