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Company Name :
Wake Forest Baptist Health
Location : Winston-Salem, NC 27103
Position :

Job Description : Patient Service Representative III, FCC Kimel
40 hours per week, day shift
JOB SUMMARY: The Patient Services Representative III facilitates all components of patient registration by accurately and efficiently handling the day-to-day operations relating to a patient’s scheduled appointment. This includes obtaining all necessary demographic and financial information to ensure that the most accurate patient data is obtained and populated into the patient record. This role is also responsible for creating a positive patient experience and representing Atrium Health Wake Forest Baptist and partner organizations in a professional manner.
EDUCATION/EXPERIENCE: High school diploma or equivalent and three years of experience working in a role within a customer service, fast paced environment with high volume of either calls or in-person requests; or an equivalent combination of education and experience
Interview patients in-person and/or by phone to obtain all required information for hospital records and billing systems. Pre-registers all scheduled patients for admission, partial hospitalization, and outpatient services according to department policies and procedures.
Verify insurance coverage and obtains authorization for all services requiring pre-certification.
Process internal and out-going referrals, as needed, per department procedures
Perform clerical functions as needed, including answering phones, taking messages, chart processing, faxing and scanning.
Collect and process upfront deposits or set-up payment arrangements, as required.
Screen patient for Medicaid, Affordable care Act or hospital sponsored financial program and provides appropriate documentation and referral.
Assist other team members where necessary
Adhere to department policies and procedures related to verification of eligibility, benefits, pre-authorization requirements, available payment options, financial counseling and other identified financial clearance related duties
Complete assigned registration functions within multi-specialty clinic and/or emergency department, which may include claim edit work queues, pre-certifications and authorizations.
The Patient Services Representative III is expected to sequence multiple physician visits and complete registration activities within multiple registration platforms
Assists team with escalated issues, trains other team members as needed and is a subject matter expert.
Participate in departmental performance improvement initiatives
Other duties as assigned or requested by Supervisor or Manager, such as acting as back up in other departments
Understand and maintain operations knowledge of Medicare and other state and federal government payor compliance requirements for the population served.
EPIC Cadence experience preferred.
Expert knowledge of patient access services and the overall effect on the revenue cycle.
A thorough understanding of commercial and government insurance plans, payer networks, government resources and medical terminology.
Understand and maintain operations knowledge of Medicare and other state and federal government payor compliance requirements for the population served.
Demonstrated proficiency in communicating effectively with a customer and simplifying complex information.
Demonstrated ability of critical thinking skills and adhering to compliance protocols.
Demonstrated ability to handle escalated issues, train/mentor other team members and viewed as a subject matter expert.
Ability to navigate Internet Explorer and Microsoft Office Suite of applications.
Experience working in a role that requires prioritization of multiple critical priorities while ensuring quality and achievement of performance metrics.
Demonstrated ability to meet or exceed performance metrics.
Ability to handle sensitive information and maintain HIPAA compliance.
Clean, indoor environment
Minimal travel to clinic locations where assistance is needed
Wake Forest Baptist Health and Atrium Health have joined forces in a strategic combination that will enhance care, transform medical education and create economic opportunity for countless lives in North Carolina and beyond. As a part of that combination, the two health systems will be integrating technology and platforms, including our career sites.
This means that although you are applying on the Wake Forest Baptist Health Career Site, you receive communications from the Atrium Health Recruitment Team. Please know that this is an expected process, and thanks in advance for your flexibility.

Wake Forest Baptist Health ( ) is a nationally recognized academic health system in Winston-Salem, North Carolina, with an integrated enterprise including educational and research facilities, hospitals, clinics, diagnostic centers, and other primary and specialty care facilities serving 24 counties in northwest North Carolina and southwest Virginia.
It comprises: a regional clinical system with more than 300 locations, 2,100 physicians and 1,535 acute care beds; Wake Forest School of Medicine; and Wake Forest Innovations, which promotes the commercialization of research discoveries and operates Innovation Quarter, an urban research and business park specializing in biotechnology, materials science and information technology. Wake Forest Baptist’s clinical, research and educational programs are consistently ranked among the best in the country.

Wake Forest Baptist Health’s mission is to improve the health of our region, state and nation by:
Generating and translating knowledge to prevent, diagnose and treat disease.
Training leaders in health care and biomedical science.
Serving as the premier health system in our region, with specific centers of excellence recognized as national and international care destination.
Wake Forest Baptist Health is a preeminent learning health system that promotes better health for all through collaboration, excellence and innovation.


Demonstrate the highest standards of patient-centered care, education, research and operational effectiveness
Responsive to the physical, emotional, spiritual and intellectual needs of all
Cultivate selfless contribution for the greater good
Demonstrate fairness, honesty, sincerity and accountability
Demonstrate respect for and inclusion of all backgrounds, identities, experiences, and perspectives
Foster mutual respect, facilitate professional growth and mentorship, and reward teamwork and collaboration
Promote creativity to enhance discovery and the application of knowledge
Embrace a culture of reliability through better process design and accountability

Patient and Family Promise

We promise to:
Keep you safe.
Care for you.
Involve you and your family.
Respect you and your time.

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By Richard