Patient Service Representative, PRN

10402 Non Enterprise Corporate - Buisiness Office

Part time

No

0

PRN VARIOUS HOURS

Pay Range

$16.55 - $24.85

As a Patient Service Representative (PSR) at Hugh Chatham Health, you are often the first point of contact for our patients and families—and a critical part of their healthcare journey. Your work sets the foundation for a safe, seamless patient experience while supporting the financial health of the organization. By accurately capturing patient information, ensuring regulatory compliance, and delivering exceptional service, you play a vital role in both patient satisfaction and revenue cycle success. This role thrives in a fast-paced hospital environment and often works independently without direct supervision.

Essential Functions & Responsibilities

• Create and maintain accurate electronic health records that serve as the foundation of the patient’s medical record, ensuring patient safety and preventing duplicate records.
• Positively identify patients using required identifiers prior to care delivery in compliance with accrediting and regulatory standards.
• Register and check in patients by collecting and verifying demographic, guarantor, and insurance information.
• Explain, discuss, and collect co-pays and other out-of-pocket financial responsibilities at the point of service.
• Maintain strict confidentiality of patient medical and financial information in compliance with HIPAA and internal policies.
• Demonstrate working knowledge of commercial and government insurance plans, including when statements of financial responsibility are required.
• Educate patients on insurance coverage and financial obligations.
• Ensure compliance with federal and state regulations, including HIPAA, EMTALA, Medicare requirements, and other mandated notices and forms.
• Obtain required patient and guarantor signatures accurately and timely.
• Schedule, reschedule, and cancel patient appointments; manage waitlists and recall requests as needed.
• Provide clear instructions to patients regarding test preparation, arrival times, directions, check-in processes, and dietary or medication restrictions.
• Deliver exceptional customer service by creating a welcoming, professional environment for patients and visitors.
• Answer phones, screen calls, respond to inquiries, and relay messages accurately.
• Assist patients with transportation coordination, interpreter services, directions, wheelchair access, and other support needs.
• Monitor and manage assigned electronic health record work queues following departmental workflows and standards.

Education, Experience & Qualifications

Required

• High School Diploma or GED
• Ability to work independently in a high-volume, high-stress environment
• Strong attention to detail and accuracy
• Excellent verbal and written communication skills
• Outstanding customer service and service recovery skills
• Ability to multitask, prioritize, and meet deadlines with frequent interruptions
• Comfort with computer systems and technology
• Knowledge of HIPAA and the ability to handle sensitive and confidential information

Preferred

• Experience with insurance verification and eligibility tools
• Experience using EPIC electronic medical record systems
• Familiarity with patient liability estimation tools
• Working knowledge of Medicare, Medicaid, managed care, and commercial insurance plans
• Proficiency with Microsoft Office, email, internet browsers, and phone systems

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 listed 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