Patient Service Representative I

Mon-Fri 8a-7:30p Sat & Sun 8a-5:30pm

The 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.

• High school diploma or GED required
• Preferred experience in one or more of the following:
  • Patient access (scheduling, registration, financial clearance)
  • Insurance verification and billing
  • Certified Medical Assistant (CMA) experience

• Reports to: Supervisor or Manager

• None required

• →Greet and assist patients upon arrival, ensuring a courteous and efficient check-in process
• →Monitor patient flow to support timely and effective service delivery
• →Accurately verify and update patient demographic and insurance information
• →Complete registration for walk-in patients and ensure all records are current
• →Verify insurance benefits and determine patient financial responsibility
• →Collect copays, deductibles, outstanding balances, and estimated payments
• →Follow financial clearance policies for non-urgent services, including authorization requirements
• →Identify patients requiring financial assistance and refer to Financial Counseling as appropriate
• →Perform visit closure activities including patient check-out, scheduling follow-up appointments, and providing necessary documentation
• →Maintain working knowledge of Medicare, Medicaid, and third-party payer guidelines, including pre-authorization requirements
• →Communicate customer service concerns and process improvement opportunities to leadership
• →Meet established productivity and accuracy standards (minimum 98% accuracy rate)
• →Foster positive relationships with patients, families, and clinical staff to support effective communication and care coordination

• Strong problem-solving and critical thinking skills with the ability to interpret data and make informed decisions
• Knowledge of Medicare, HIPAA, EMTALA regulations, and insurance pre-certification requirements
• Basic understanding of medical terminology, human anatomy, and clinical procedures
• Excellent verbal and written communication skills with a professional and customer-focused demeanor
• Ability to handle confidential information in accordance with organizational policies
• Proficiency in Microsoft Outlook, Word, Excel, and registration systems (ADT preferred)
• Basic math skills, including calculating balances, percentages, and patient financial responsibility
• Ability to work independently in a fast-paced, high-volume environment while prioritizing tasks effectively

• Standard office/clinical environment
• Prolonged periods of sitting throughout the workday
• Occasional lifting of up to 10 lbs
• Regular use of office and registration equipment

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:

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.