Patient Access Rep 1

Responsibilities

Creates the initial electronic health record that serves as the foundation of the patient medical record; prevents creation of duplicate medical records; follows and ensures compliance with the mandate of the organization’s accrediting bodies to use identifiers to positively identify a patient prior to delivery of patient care; Checks in and registers patients; obtains and verifies complete demographic, guarantor, and insurance information; discusses and collects co-pays and other out-of-pocket patient responsibilities; maintains complete confidentiality regarding patient personal/financial information and medical records in accordance with HIPAA; Knows insurance basics and recognizes commercial and government plans; understands which plans Advocate Health contracts with and when a statement of financial responsibility is needed; discusses financial information and obligations with patients; knows how and when to refer patients to Financial Advocates; Has knowledge of which rules, forms and questions must be enforced to make sure Advocate Health remains compliant with government agencies and regulations; obtains patient or guarantor signatures as required; May schedule patient appointments; may also coordinate cancellations, reschedules, wait list requests, and recall requests; provides accurate, detailed information regarding test preparations, patient arrival time, medication/food/beverage consumption guidelines, check-in procedures, directions to facility, etc.; Creates a welcoming and professional environment for patients and visitors; greets patients and visitors and responds to routine requests for information; answers telephone, screens calls, and takes messages; offers various assistance to patients to include arranging transportation needs, providing directions, locating a wheelchair, coordinating interpreter services, etc.; Monitors and works assigned electronic health record work queues, following the department’s approved process.

Requirements

High School Graduate; No experience required; Must be available to cover last-minute call-offs with as little as 4 hours' notice; Must maintain availability to support departmental staffing needs, including shifts as early as 6:00 AM and overnight coverage beginning at 9:30 PM (21:30) when required; Must be available to work weekends; Must demonstrate a high level of flexibility, reliability, and dependability; Ability to adapt to changing schedules and staffing demands; 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; Ability to handle large workloads with many interruptions in a fast-paced environment without direct supervision; Strong attention to detail and accuracy; Excellent customer service skills in a variety of situations; 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; Ability to effectively communicate with a variety of patients, visitors, staff and physicians in a pleasant professional demeanor; Ability to educate patients on insurance coverage aspect of their care including managing the discussion for services that will not or may not be paid by their health plan; Ability to interact with physicians and their staff to resolve issues related to patient care; Ability to collect and manage payments including cash payments and follow security related to cash handling; Strong understanding and comfort level with computer systems; Demonstrated technical proficiency including experience with 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 typically used in the patient scheduling and registration process; HIPAA-compliant and knowledgeable of applicable state and federal rules/regulations; Ability to handle sensitive and confidential information according to internal policies; General understanding of health insurance: Medicare, Medicaid, managed care, and commercial payers; Knowledge and ability to articulate explanations of Medicare/HIPAA/EMTALA rules and regulations and comply with updates on insurance pre-certification requirements; Excellent organizational skills; Demonstrated ability to effectively act as a resource to other staff; This position may require travel, therefore, will be exposed to weather and road conditions; Ability to respond quickly to patient medical status and emergency situations occurring in clerical areas; CPR certification may be required based on service location; Notary training/licensure may be required as appropriate for service line and/or facility; Ability to operate all equipment necessary to perform the job; Ability to transition from sitting to standing frequently, stand and sit for extended periods, and be physically mobile throughout the workday; Ability to frequently lift to 10 lbs and occasionally lift 20 lbs or more; ability to push/pull up to 50 lbs with assistance; Ability to escort patients to nursing units or outpatient departments as necessary; Sensory requirements include vision, hearing and touch; ability to speak clearly; Ability to use hands with fine motor skills for keyboard data entry; Ability to work a flexible schedule at times to meet the needs of the department

Nice to have

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