Patient Service Rep

Department
13320 Enterprise Revenue Cycle – Wake Forest NC Main Campus Arrival Emergency Department

Status
Part time

Benefits Eligible
No

Hours Per Week
0

• Must be flexible and available to work all shifts (1st, 2nd, and 3rd).
• Required to work a minimum of 16 hours per pay period and at least two scheduled weekends per month.
• Must be cross‑trained in both Adult and Pediatric Emergency Departments.
• Scheduled holiday shifts are mandatory.

Pay Range
$20.80 – $31.20

Education/Experience
High school diploma or GED required. Patient access (scheduling, registration, and financial clearance), insurance verification, billing, or certified medical assistant experience preferred.

Reports To
Supervisor or Manager

• Greets patients arriving for 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, verifying or updating demographic and insurance information as needed.
• Verifies insurance benefits, obtains, calculates, and collects patient out‑of‑pocket liabilities, and requests/collects past‑due and present balances or estimates.
• Follows the Financial Clearance policy for non‑urgent services when financial clearance or authorization is pending.
• Identifies patients in need of financial assistance and refers them to the Financial Counselor.
• Performs visit closure: checks out patients, schedules follow‑up appointments, collects additional responsibilities, and provides required documents.
• Maintains knowledge of Medicare, Medicaid, third‑party payer requirements, guidelines, policies, and current accepted insurance plans.
• Proactively communicates customer service and process improvement issues to management.
• Meets productivity requirements and maintains an accuracy rate of at least 98%.
• Maintains excellent public relations with patients, families, and clinical staff while collaborating effectively for efficient information flow.

• Ability to identify and analyze issues and problems, draw logical conclusions from data.
• Knowledge of Medicare, HIPAA, and EMTALA rules, and ability to comply with updates on insurance pre‑certification requirements.
• Mathematical aptitude, effective oral/written communication, critical thinking.
• Understanding of basic human anatomy, medical terminology, and procedures relevant to referral, pre‑certification, and authorization.
• Professional demeanor and image during telephone conversations.
• Ability to handle sensitive and confidential information per internal policies.
• Proficiency with Microsoft Outlook, Word, Excel, and ADT software.
• Ability to write routine correspondence and calculate figures such as discounts and percentages.
• Independent work with minimal supervision, problem‑solving in a high‑profile, high‑stress area, and positive interaction with internal and external customers.

Exposed to a normal office environment. Must be able to sit for the majority of the workday and occasionally lift up to 10 lbs. Operates all equipment necessary to perform the job.

The Patient Services Representative (PSR) completes patient registration duties, obtains pre‑certification or authorization as required, informs patients of estimated liability, collects liabilities, identifies patients needing financial assistance, and refers to financial counseling. The position requires multitasking, effective problem‑solving, and fostering positive relationships with all patients to provide quality service.