Patient Service Representative , Mt. Airy & Elkin

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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 Atrium Health Wake Forest Baptist (AHWFB) 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 position requires multi‑tasking and effective problem‑solving skills, and it is expected that the PSR will foster positive relationships with all patients in an effort to provide quality service.

• Greets patients arriving for their appointments and monitors patient flow to ensure patients are cared for efficiently and courteously.
• Ensures all patient demographic and insurance information is complete and accurate.
• Completes registration for walk‑in patients, verifies, or updates patient demographic and insurance information if changes have occurred.
• Verifies insurance benefits, obtains, calculates, and collects the patient’s out‑of‑pocket financial liability, and requests and collects past‑due and present balances or estimates due.
• Follows the Financial Clearance policy for non‑urgent patient services when financial clearance has not been completed or authorization has not been 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 patient responsibility (when applicable), and providing appropriate documents.
• Maintains knowledge of Medicare, Medicaid, and third‑party payer requirements, guidelines, and policies, as well as current accepted insurance plans.
• Proactively communicates issues involving customer service and process improvement opportunities to management.
• Meets productivity requirements and a 98% accuracy rate and other department performance metrics.
• Maintains excellent public relations with patients, families, and clinical staff, and collaborates with others to ensure timely flow of information.

• Ability to identify and understand issues and problems.
• Examines data and draws logical conclusions.
• Knowledge of Medicare, HIPAA, and EMTALA rules and compliance with updates on insurance pre‑certification.
• Mathematical aptitude, effective oral and written communication, and critical thinking skills.
• Understanding of basic human anatomy, medical terminology, and procedures relevant to patient referral, pre‑certification, and authorization processes.
• Professional demeanor and strong communication skills over the phone.
• Ability to handle sensitive and confidential information according to internal policies.
• Ability to read and interpret documents such as safety rules, operating instructions, and procedure manuals.
• Experience with Microsoft Outlook, Word, Excel, and ADT software.
• Ability to write routine correspondence and calculate figures such as discounts and percentages.
• Can work with minimal supervision, problem‑solve in a high‑profile, high‑stress area, and determine priority of work.

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

Advocate Health offers a comprehensive suite of Total Rewards: benefits and well‑being programs, competitive compensation, generous retirement offerings, and programs that invest in your career development.

• Base compensation within the listed pay range based on qualifications, skills, relevant experience, and/or training.
• Premium pay such as shift, on‑call, and more based on the teammate’s job.
• Incentive pay for select positions.
• Opportunity for annual increases based on performance.

• Paid Time Off programs.
• Health and welfare benefits (medical,…