Patient Access Representative I

Part time position, 20 hours per week. Works during 3rd shift hours of operation (11:00pm-7:30am), including weekends and holidays, Saturday and Sunday plus one day during the week. Training is 4-5 weeks Monday to Friday, 7a-3:30p and 8a-4p.

Responsibilities

Creates the initial electronic health record that serves as the foundation of the patient medical record; Prevents creation of duplicate medical records; Ensures compliance with accrediting body mandates to use identifiers to positively identify patients prior to care delivery; Checks in and registers patients; obtains and verifies demographic, guarantor, and insurance information; discusses and collects co-pays and other out-of-pocket responsibilities; Maintains confidentiality of patient personal/financial information in accordance with HIPAA; Knows insurance basics and recognizes commercial and government plans; Understands when a statement of financial responsibility is needed and knows when to refer patients to Financial Advocates; Enforces required rules, forms and questions to ensure compliance with government agencies and regulations (e.g., EMTALA, Consent for Treatment, Patient Rights and Responsibilities, IMM, MOON, Notice of Privacy Practices, MSPQ, ABN); Obtains patient or guarantor signatures as required; May schedule patient appointments, coordinate cancellations, reschedules, wait list and recall requests; Provides information on test preparations, arrival times, consumption guidelines, check-in procedures and directions; Greets patients and visitors, answers telephones, screens calls and takes messages; Arranges patient assistance such as transportation, directions, wheelchairs and interpreter services; Monitors and works assigned electronic health record work queues

Requirements

High School Graduate; Demonstrate the Advocate Health purpose, values and behaviors; Ability to work in a high profile and high stress area, working independently to set and meet deadlines, multitask and prioritize work; Strong attention to detail and accuracy; Excellent customer service skills in a variety of situations, with excellent service recovery skills; Demonstrated independent thinking and problem-solving skills, ability to exercise judgment to triage issues and concerns; Excellent communication (written & verbal), customer service and interpersonal skills; Educate patients on the insurance coverage aspect of their care; Interact with physicians and their staff to resolve issues related to patient care; Collect and manage payments including cash payments and follow security related to cash handling; Strong understanding and comfort level with computer systems, including insurance verification/eligibility tools, EPIC electronic medical record, patient liability estimation tools, electronic email, Microsoft Office, internet browser and phone technology; Understanding of basic medical and insurance terms and abbreviations used in patient scheduling and registration; HIPAA-compliant and knowledgeable of applicable state and federal rules/regulations; General understanding of health insurance: Medicare, Medicaid, managed care, and commercial payers; Excellent organizational skills; Demonstrated ability to effectively act as a resource to other staff; Must be able to transition from sitting to standing frequently and stand and sit for extended periods; Frequently lifts to 10 lbs. and occasionally lifts 20 lbs. or more; Must be able to push/pull up to 50 lbs. with assistance; Must be able to speak clearly; Must be able to use hands with fine motor skills for keyboard data entry

Nice to have

Preferred: experience with insurance verification/eligibility tools, EPIC electronic medical record, patient liability estimation tools, electronic email, Microsoft Office, Internet and phone technology

Benefits

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; Premium pay such as shift and on-call pay; Incentive pay for select positions; Opportunity for annual increases based on performance