Advocate Aurora Health
Bilingual Patient Service Representative I, Winston-Salem
Advocate Aurora Health, Winston Salem, North Carolina, United States, 27104
Bilingual Patient Service Representative I
Locations: Winston‑Salem Clinics
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 Atrium Health Wake Forest Baptist (AHWFB) ADT system. The PSR informs patients 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 is expected to foster positive relationships with all patients to provide quality service.
Education / Experience High school diploma or GED required. Patient access (scheduling, registration and financial clearance), insurance verification, billing or certified medical assistant experience preferred. Bilingual.
Licensure / Certification N/A
Essential Functions
Greets patients arriving for their appointments and monitors patient flow to ensure patients are cared for in the most efficient and courteous manner.
Ensures all patient demographic and insurance information is complete and accurate.
Completes the registration process for walk‑in patients, verifies and/or updates patient demographic and insurance information if changes or additions 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 if financial clearance has not been completed or authorization has not been obtained, when appropriate.
Identifies patients in need of financial assistance and refers patients to Financial Counselor.
Performs visit closure, including checking out patients, scheduling follow‑up appointments, collecting additional patient responsibility (when applicable) and providing patients with appropriate documents.
Maintains knowledge of and reference materials for Medicare, Medicaid, and third‑party payer requirements, guidelines and policies, insurance plans requiring pre‑authorization/referral and a list of current accepted insurance plans.
Proactively communicates issues involving customer service and process improvement opportunities to management.
Meets productivity requirements to ensure excellent service is provided to customers.
Meets or exceeds performance expectations of 98% accuracy rate and established department productivity measurements.
Maintains excellent public relations with patients, families, and clinical staff, and demonstrates a willingness and ability to work collaboratively with others for concise and timely flow of information.
Skills & Qualifications
Ability to identify and understand issues and problems.
Examines data and draws logical conclusions based on information available.
Knowledge and ability to articulate explanations of Medicare, HIPAA, and EMTALA rules and regulations and 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 application in the patient referral, pre‑certification and authorization processes.
Ability to speak effectively to customers or employees of the organization; presents a pleasant, professional demeanor and image 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 and Excel and ADT software.
Ability to write routine correspondence, calculate figures and amounts such as discounts and percentages.
Must be able to work with minimal supervision, to problem‑solve in a high‑profile and high‑stress area, and interact positively with all internal and external customers while possessing the ability to determine priority of work.
Work Environment
Exposed to a normal office environment.
Must be able to sit the majority of the workday.
Occasionally lifts up to 10 lbs.
Operates all equipment necessary to perform the job.
Our Commitment to You 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 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.
Benefits and More
Paid Time Off programs.
Health and welfare benefits such as medical, dental, vision, life, and short‑ 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.
About Advocate Health 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.
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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 Atrium Health Wake Forest Baptist (AHWFB) ADT system. The PSR informs patients 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 is expected to foster positive relationships with all patients to provide quality service.
Education / Experience High school diploma or GED required. Patient access (scheduling, registration and financial clearance), insurance verification, billing or certified medical assistant experience preferred. Bilingual.
Licensure / Certification N/A
Essential Functions
Greets patients arriving for their appointments and monitors patient flow to ensure patients are cared for in the most efficient and courteous manner.
Ensures all patient demographic and insurance information is complete and accurate.
Completes the registration process for walk‑in patients, verifies and/or updates patient demographic and insurance information if changes or additions 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 if financial clearance has not been completed or authorization has not been obtained, when appropriate.
Identifies patients in need of financial assistance and refers patients to Financial Counselor.
Performs visit closure, including checking out patients, scheduling follow‑up appointments, collecting additional patient responsibility (when applicable) and providing patients with appropriate documents.
Maintains knowledge of and reference materials for Medicare, Medicaid, and third‑party payer requirements, guidelines and policies, insurance plans requiring pre‑authorization/referral and a list of current accepted insurance plans.
Proactively communicates issues involving customer service and process improvement opportunities to management.
Meets productivity requirements to ensure excellent service is provided to customers.
Meets or exceeds performance expectations of 98% accuracy rate and established department productivity measurements.
Maintains excellent public relations with patients, families, and clinical staff, and demonstrates a willingness and ability to work collaboratively with others for concise and timely flow of information.
Skills & Qualifications
Ability to identify and understand issues and problems.
Examines data and draws logical conclusions based on information available.
Knowledge and ability to articulate explanations of Medicare, HIPAA, and EMTALA rules and regulations and 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 application in the patient referral, pre‑certification and authorization processes.
Ability to speak effectively to customers or employees of the organization; presents a pleasant, professional demeanor and image 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 and Excel and ADT software.
Ability to write routine correspondence, calculate figures and amounts such as discounts and percentages.
Must be able to work with minimal supervision, to problem‑solve in a high‑profile and high‑stress area, and interact positively with all internal and external customers while possessing the ability to determine priority of work.
Work Environment
Exposed to a normal office environment.
Must be able to sit the majority of the workday.
Occasionally lifts up to 10 lbs.
Operates all equipment necessary to perform the job.
Our Commitment to You 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 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.
Benefits and More
Paid Time Off programs.
Health and welfare benefits such as medical, dental, vision, life, and short‑ 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.
About Advocate Health 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.
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