Patient Service Representative

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Patient Service Representative

Elkin, NC, United States

Job ID: R230105

Shift: 1st

Job Type: Regular

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Department:

02050 WFBMG University Group Practice: Elkin Johnson Ridge Medical Park - Cardiology

Status:

Full time

Benefits Eligible:

Yes

Hours Per Week:

40

Schedule Details/Additional Information:

Monday to Friday 8am to 5pm

Pay Range

$20.80 - $31.20

Position Summary

The Patient Service Representative (PSR) supports administrative, billing, and customer service functions to ensure accurate order processing, timely reimbursement, and a positive patient experience. This role works closely with intake, distribution, and clinical teams to maintain data integrity and resolve patient and equipment-related inquiries.

Key Responsibilities

Order Processing & Billing Support

• Process patient order confirmations and updates to support revenue recognition and billing
• Review equipment setup documentation for completeness, accuracy, and required signatures
• Generate and review daily Confirmed Orders for Billing reports; identify and correct errors
• Investigate and resolve open orders to ensure timely billing and service confirmation

Insurance & Authorization Management

• Verify insurance eligibility and benefits (e.g., Medicare, Medicaid, BCBS, HMOs, Managed Care)
• Ensure required authorizations are current and in place for supplies and purchased items
• Identify and validate reimbursement sources

Direct Billing (Off-Site Locations)

• Enter direct billing charges for supply items dispensed at off-site locations
• Obtain and validate diagnosis codes from patient records or delivery documentation
• Create or update patient accounts with demographic and insurance information
• Complete monthly bulk billing for non-covered or out-of-network items

Patient Records & Documentation

• Prepare, scan, and index patient documentation into the EMR system
• Ensure document quality, accuracy, and proper indexing by patient and document type
• Manage storage and secure destruction of records per policy
• Operate and troubleshoot scanning/imaging equipment

Reporting & Account Maintenance

• Run and analyze operational reports (e.g., Open Orders, Discharge, Continued Use)
• Update inactive accounts and ensure compliance with payer guidelines
• Support tracking and follow-up of lost or unrecovered equipment

Customer Service & Coordination

• Respond to patient and internal inquiries regarding equipment, documentation, and billing
• Coordinate with Intake and Distribution teams to resolve delivery or service issues
• Provide backup phone support and assist walk-in patients as needed
• Escalate safety concerns (e.g., oxygen handling risks) to appropriate stakeholders

Additional Duties

• Compile and submit assigned operational reports (e.g., Daily Order Report)
• Perform other duties as assigned

Education & Experience

• High School Diploma or equivalent required
• 3-4 years of administrative or office experience required (healthcare preferred)
• Experience with third-party payors (Medicare, Medicaid, commercial insurance) required
• Knowledge of medical terminology preferred
• Home care or HME experience preferred

Knowledge, Skills & Abilities

• Strong data entry accuracy and attention to detail
• Excellent organizational and time management skills
• Effective communication and customer service skills
• Ability to work independently with minimal supervision
• Proficiency with computer systems and EMR platforms (e.g., OnBase, Fastrack, CareNet, ERMA, Care Connection preferred)

Work Environment & Physical Requirements

• Office/healthcare administrative setting
• Prolonged computer use and sitting
• Occasional lifting of files or office materials

This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent may be required to perform other related duties.

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 purpose of this position is to help achieve the vision of Advocate Home Care Products by performing the duties of this position in a cost effective, results oriented and customer focused manner. This position is a critical component of HME/RT and as such meeting individual performance expectations and contribution to team performance goals is required. To quality control, complete and verify patient orders after delivery/pick up/shipment to begin revenue recognition and billing process. To review all referrals and insurance verifications prior to entry into order entry system for items dispensed through AHCP's equipment closet program. To accurately, completely and appropriately process these referrals and insurance verifications. This will assure quality claims that meet reimbursement guidelines. This will have a direct impact on; a) increased cash, b) increased revenue, c) reduced revenue adjustments / bad debt write offs and lower DSO. To process paper or electronically routed (scanned/e-faxed) health information documents timely for inclusion in the electronic medical record within the scanning solution environment. To provide reimbursement expertise and support efficiency aiding in the day-to-day operations, and also provide database management and maintenance to daily entry activities.

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