Patient Service Representative I AHWFB - #304361

Department

09120 WFBMG Wake Forest Health Network - General Administration

Status

Full time

Benefits Eligible

Yes

Hours Per Week

40

Schedule Details/Additional Information

Variable

Pay Range

$20.80 - $31.20

The Patient Service Representative serves as the first point of contact for patients, providing excellent customer service while supporting administrative and clerical functions in a healthcare setting. This role ensures a smooth patient experience from scheduling to check-out.

Key Responsibilities

• Greet and check in patients in a professional, courteous manner
• Schedule, reschedule, and confirm patient appointments
• Verify patient demographics, insurance eligibility, and benefits
• Collect copayments, outstanding balances, and process payments
• Maintain accurate patient records in the electronic medical record (EMR) system
• Answer and route incoming phone calls efficiently
• Coordinate with clinical staff to ensure timely patient flow
• Handle patient inquiries, concerns, and requests with empathy and professionalism
• Ensure compliance with HIPAA and organizational policies
  
  

Required Qualifications

• High school diploma or equivalent required
• 1+ year of experience in a healthcare, customer service, or administrative role preferred
• Strong communication and interpersonal skills
• Basic computer proficiency (EMR systems, Microsoft Office, scheduling tools)
• Ability to multitask in a fast-paced environment
• Attention to detail and accuracy
  
  

Preferred Qualifications

• Experience with health insurance verification and medical terminology
• Prior experience in a medical office, hospital, or call center
• Bilingual skills (if applicable to patient population)
  
  

Core Competencies

• Customer service excellence
• Communication and active listening
• Organization and time management
• Problem-solving and conflict resolution
• Confidentiality and compliance awareness
  
  

Work Environment

• Fast-paced medical office, clinic, or hospital setting
• Frequent interaction with patients, families, and clinical staff
• Prolonged periods of sitting, standing, and computer use
  
  

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
  
  

Note: 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.

The Patient Services Representative (PSR) is responsible for completing patient registration duties including but not limited to collecting and validating accurate patient demographic and insurance information, obtaining pre-certification or authorization as required, and entering all necessary information into Wake Forest Baptist Medical Center (WFBMC) ADT system. The PSR is responsible for informing the patient of their estimated liability, collecting patient liabilities, identifying patients in need of financial assistance and referring patients to financial counseling as necessary. This position requires multi-tasking and effective problem solving skills. It is expected that the PSR will foster positive relationships with all patients in an effort to provide quality service.