Patient Service Representative Atrium Health - PT 1st
Atrium Health, Charlotte, NC, United States
Position Details
Status: Part time
Department: 13546 Enterprise Revenue Cycle – Harrisburg NC Arrival Emergency Department
Benefits Eligible: No
Hours Per Week: 16
Schedule Details / Additional Information: Week 1 – Monday & Saturday from 7:00 AM to 3:30 PM; Week 2 – Sunday & Friday from 7:00 AM to 3:30 PM
Pay Range: $20.80 – $31.20
Major Responsibilities
Responsible for performing all job duties in a way that conforms to our customer service philosophy and consistent with our "AIDET" standards
Greet and acknowledge all patients and family members in a welcoming and prompt manner.
Introduce the patient to our services, explain what they can expect while under our care. Utilize appropriate etiquette in all communications.
Provide the patient with information on the likely time spent in the service area (duration) including time in registration and time in clinical service.
Explain the nature of our work, why we ask for demographic, socio-economic, and financial information. Explain how we safeguard and use it to provide better care.
Hand-patients off to the next area with a clear "thank you."
When creating new registrations for walk-in patients, responsible for identifying insurance coverage, the benefits available, patient out-of-pocket expenses, and collecting co‑insurance and co‑payments
Collect appropriate out‑of‑pocket expenses in accordance with policy.
Use electronic systems to confirm coverage while patient is present and discuss findings with the patient.
Follow established department policies to resolve issues related to patient eligibility for coverage or in‑network status using Advocate's network.
When working uninsured patients, screen for urgent status cases and follow charity procedure. Refer for additional financial counseling as appropriate and engage leaders to resolve questions on urgent vs. non‑urgent care.
When assisting walk‑in patients, screen orders for compliance with policy; work with physicians, Care Coordinators, and clinical department leaders to communicate and resolve order quality issues.
Responsible for security authorization and precertification of inpatient and outpatient services
Notify Financial Counseling, physicians, Care Coordinators, and Utilization Management when patients are uninsured or only have Third Party Liability or Workers Compensation.
Maintain knowledge of all stand‑alone computer software programs to verify eligibility.
Identify at‑risk balances related to Medicare co‑days, lifetime reserve days, and other Medicare coverage limits; communicate to Financial Counseling, UM and physicians.
Identify at‑risk balances related to Medicaid eligibility rules; communicate to Financial Counseling, UM and physicians.
Initiate communication to patients when authorization is not obtained, explaining the potential financial impact and patient responsibility for unauthorized services.
Accurately collect and analyze clinical data for support of prior authorization and precertification per payor guidelines.
Acquire and maintain current knowledge of all insurance requirements related to patient/hospital responsibility and hospital billing.
Stay current with all Federal and State regulations regarding billing.
Ensure completion of all established policies and procedures for identification and notification of the Primary Care Physician in the case of HMO coverage plans.
Inform Financial Counseling, physicians, Care Coordinators, and Utilization Management of out‑of‑network or non‑covered service limitations of managed care/commercial insurance where benefits are at risk.
Responsible for pre‑registration and registration accuracy
Maintain knowledge of State & Federal regulations governing Medicare, Medicaid, and Mental Health registrations.
Ensure accurate entry of patient demographic and insurance information in the ADT system with special attention to carrier code assignment and complete benefit, eligibility record and authorization data.
Pre‑register and register patients using established procedures for computer entry for all ancillary and nursing units; keep current with specialized needs and prepare necessary documentation.
During pre‑registration or registration encounter, provide detailed education to patients about document contents and forms requiring signatures.
Manage incoming and outgoing calls to complete pre‑registrations with patients.
Generate, assemble, and process all required documents for completion of each registration.
Participate in departmental team building activities, in‑services, and other miscellaneous duties as assigned by leader
Contribute to quality initiatives and mission by participating in team projects.
Attend all required departmental in‑services to stay current on job changes and responsibilities.
Assist leader with special assignments as needed to fulfill department mission.
Education & Experience Required
High School Diploma with 2 years of experience in either Patient Access or related fields such as general physician office support, billing office, insurance office, hospitality, or call center (any industry). Intermediate math skills acquired through classroom work or work experience.
Knowledge, Skills & Abilities Required
Typing 25 WPM
Basic understanding of web‑based systems, proficiency in data entry
Physical Requirements and Working Conditions
Ability to prioritize and organize workload
Sophisticated interviewing, communication and negotiation skills
Independent decision making
Ability to work hours that verify based on needs of the organization, including evenings, weekends and holidays
Ability to work as a team member
Must be able to sit, stand, walk, lift, carry, squat, and bend frequently; twist, rotate, and kneel occasionally throughout the workday
Frequently lifts up to 10 lbs. and occasionally lifts between 20 lbs. or more when moving equipment, supplies, and transporting patients and/or charts
Must be able to push/pull up to 50 lbs. with assistance
Must have functional speech and hearing
Must be able to use hands with fine motor skills for keyboard data entry
Exposed to a normal office environment
Operates all equipment necessary to perform the job
Must work a flexible schedule to support the needs of the department
Offsite Imaging Addendum
Performs additional activities that facilitate patient flow and transition from registration to the clinical testing area
Perform Computerized Provider Order Entry (CPOE) for exams accurately and completely to transcribe written physician orders; seek clarification from technician and physician if needed.
Perform light duty cleaning of changing areas as needed.
Print patient’s results CDs when required and distribute finished exam results CD to patient while complying with HIPAA considerations.
Escort patients to changing areas as needed.
Benefits
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 job
Incentive pay for select positions
Opportunity for annual increases based on performance
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
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Status: Part time
Department: 13546 Enterprise Revenue Cycle – Harrisburg NC Arrival Emergency Department
Benefits Eligible: No
Hours Per Week: 16
Schedule Details / Additional Information: Week 1 – Monday & Saturday from 7:00 AM to 3:30 PM; Week 2 – Sunday & Friday from 7:00 AM to 3:30 PM
Pay Range: $20.80 – $31.20
Major Responsibilities
Responsible for performing all job duties in a way that conforms to our customer service philosophy and consistent with our "AIDET" standards
Greet and acknowledge all patients and family members in a welcoming and prompt manner.
Introduce the patient to our services, explain what they can expect while under our care. Utilize appropriate etiquette in all communications.
Provide the patient with information on the likely time spent in the service area (duration) including time in registration and time in clinical service.
Explain the nature of our work, why we ask for demographic, socio-economic, and financial information. Explain how we safeguard and use it to provide better care.
Hand-patients off to the next area with a clear "thank you."
When creating new registrations for walk-in patients, responsible for identifying insurance coverage, the benefits available, patient out-of-pocket expenses, and collecting co‑insurance and co‑payments
Collect appropriate out‑of‑pocket expenses in accordance with policy.
Use electronic systems to confirm coverage while patient is present and discuss findings with the patient.
Follow established department policies to resolve issues related to patient eligibility for coverage or in‑network status using Advocate's network.
When working uninsured patients, screen for urgent status cases and follow charity procedure. Refer for additional financial counseling as appropriate and engage leaders to resolve questions on urgent vs. non‑urgent care.
When assisting walk‑in patients, screen orders for compliance with policy; work with physicians, Care Coordinators, and clinical department leaders to communicate and resolve order quality issues.
Responsible for security authorization and precertification of inpatient and outpatient services
Notify Financial Counseling, physicians, Care Coordinators, and Utilization Management when patients are uninsured or only have Third Party Liability or Workers Compensation.
Maintain knowledge of all stand‑alone computer software programs to verify eligibility.
Identify at‑risk balances related to Medicare co‑days, lifetime reserve days, and other Medicare coverage limits; communicate to Financial Counseling, UM and physicians.
Identify at‑risk balances related to Medicaid eligibility rules; communicate to Financial Counseling, UM and physicians.
Initiate communication to patients when authorization is not obtained, explaining the potential financial impact and patient responsibility for unauthorized services.
Accurately collect and analyze clinical data for support of prior authorization and precertification per payor guidelines.
Acquire and maintain current knowledge of all insurance requirements related to patient/hospital responsibility and hospital billing.
Stay current with all Federal and State regulations regarding billing.
Ensure completion of all established policies and procedures for identification and notification of the Primary Care Physician in the case of HMO coverage plans.
Inform Financial Counseling, physicians, Care Coordinators, and Utilization Management of out‑of‑network or non‑covered service limitations of managed care/commercial insurance where benefits are at risk.
Responsible for pre‑registration and registration accuracy
Maintain knowledge of State & Federal regulations governing Medicare, Medicaid, and Mental Health registrations.
Ensure accurate entry of patient demographic and insurance information in the ADT system with special attention to carrier code assignment and complete benefit, eligibility record and authorization data.
Pre‑register and register patients using established procedures for computer entry for all ancillary and nursing units; keep current with specialized needs and prepare necessary documentation.
During pre‑registration or registration encounter, provide detailed education to patients about document contents and forms requiring signatures.
Manage incoming and outgoing calls to complete pre‑registrations with patients.
Generate, assemble, and process all required documents for completion of each registration.
Participate in departmental team building activities, in‑services, and other miscellaneous duties as assigned by leader
Contribute to quality initiatives and mission by participating in team projects.
Attend all required departmental in‑services to stay current on job changes and responsibilities.
Assist leader with special assignments as needed to fulfill department mission.
Education & Experience Required
High School Diploma with 2 years of experience in either Patient Access or related fields such as general physician office support, billing office, insurance office, hospitality, or call center (any industry). Intermediate math skills acquired through classroom work or work experience.
Knowledge, Skills & Abilities Required
Typing 25 WPM
Basic understanding of web‑based systems, proficiency in data entry
Physical Requirements and Working Conditions
Ability to prioritize and organize workload
Sophisticated interviewing, communication and negotiation skills
Independent decision making
Ability to work hours that verify based on needs of the organization, including evenings, weekends and holidays
Ability to work as a team member
Must be able to sit, stand, walk, lift, carry, squat, and bend frequently; twist, rotate, and kneel occasionally throughout the workday
Frequently lifts up to 10 lbs. and occasionally lifts between 20 lbs. or more when moving equipment, supplies, and transporting patients and/or charts
Must be able to push/pull up to 50 lbs. with assistance
Must have functional speech and hearing
Must be able to use hands with fine motor skills for keyboard data entry
Exposed to a normal office environment
Operates all equipment necessary to perform the job
Must work a flexible schedule to support the needs of the department
Offsite Imaging Addendum
Performs additional activities that facilitate patient flow and transition from registration to the clinical testing area
Perform Computerized Provider Order Entry (CPOE) for exams accurately and completely to transcribe written physician orders; seek clarification from technician and physician if needed.
Perform light duty cleaning of changing areas as needed.
Print patient’s results CDs when required and distribute finished exam results CD to patient while complying with HIPAA considerations.
Escort patients to changing areas as needed.
Benefits
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 job
Incentive pay for select positions
Opportunity for annual increases based on performance
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
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