Patient Service Representative I

Department:02190 WFBMG Wake Forest Health Network: N Wilkesboro West Park - Immediate CareStatus: Full timeBenefits Eligible:YesHours Per Week:36Schedule Details/Additional Information:Mon-Fri 8a-7:30p Sat & Sun 8a-5:30pmPay Range$20.80 - $31.20Position SummaryThe Patient Access Representative is responsible for providing exceptional front-line customer service while ensuring accurate patient registration, insurance verification, and financial clearance. This role supports efficient patient flow and compliance with organizational policies and payer requirements.Education & ExperienceHigh school diploma or GED requiredPreferred experience in one or more of the following:Patient access (scheduling, registration, financial clearance)Insurance verification and billingCertified Medical Assistant (CMA) experienceReporting StructureReports to: Supervisor or ManagerLicensure/CertificationNone requiredKey ResponsibilitiesGreet and assist patients upon arrival, ensuring a courteous and efficient check-in processMonitor patient flow to support timely and effective service deliveryAccurately verify and update patient demographic and insurance informationComplete registration for walk-in patients and ensure all records are currentVerify insurance benefits and determine patient financial responsibilityCollect copays, deductibles, outstanding balances, and estimated paymentsFollow financial clearance policies for non-urgent services, including authorization requirementsIdentify patients requiring financial assistance and refer to Financial Counseling as appropriatePerform visit closure activities including patient check-out, scheduling follow-up appointments, and providing necessary documentationMaintain working knowledge of Medicare, Medicaid, and third-party payer guidelines, including pre-authorization requirementsCommunicate customer service concerns and process improvement opportunities to leadershipMeet established productivity and accuracy standards (minimum 98% accuracy rate)Foster positive relationships with patients, families, and clinical staff to support effective communication and care coordinationSkills & QualificationsStrong problem-solving and critical thinking skills with the ability to interpret data and make informed decisionsKnowledge of Medicare, HIPAA, EMTALA regulations, and insurance pre-certification requirementsBasic understanding of medical terminology, human anatomy, and clinical proceduresExcellent verbal and written communication skills with a professional and customer-focused demeanorAbility to handle confidential information in accordance with organizational policiesProficiency in Microsoft Outlook, Word, Excel, and registration systems (ADT preferred)Basic math skills, including calculating balances, percentages, and patient financial responsibilityAbility to work independently in a fast-paced, high-volume environment while prioritizing tasks effectivelyWork EnvironmentStandard office/clinical environmentProlonged periods of sitting throughout the workdayOccasional lifting of up to 10 lbsRegular use of office and registration equipmentOur 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:CompensationBase compensation listed within the listed pay range based on factors such as qualifications, skills, relevant experience, and/or trainingPremium pay such as shift, on call, and more based on a teammate's jobIncentive pay for select positionsOpportunity for annual increases based on performanceBenefits and morePaid Time Off programsHealth and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term DisabilityFlexible Spending Accounts for eligible health care and dependent care expensesFamily benefits such as adoption assistance and paid parental leaveDefined contribution retirement plans with employer match and other financial wellness programsEducational Assistance ProgramNote: Eligibility for programs listed above may depend on your FTE or status (e.g., full-time, part-time, per diem, temporary, etc.); please ask a Recruiter for more information during an interview.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.