Patient Portal Rep

Full-time, fully remote position (40 hours per week) in Enterprise Revenue Cycle - HIM Ops ROI Patient Portal Support, benefits eligible.

Responsibilities

Answers inbound messages and calls and responds to customer needs in a high volume call center environment to service and retain customers; Responds to complaints and resolves problems using established service recovery guidelines; Handles all escalated calls, attempting to resolve issues before they become escalated complaints; Takes action to address customer needs, resolve issues, and provide outstanding customer service; Works with appropriate departments to resolve questions or issues related to the patient portal, billing, release of information, and HIPAA patient change requests (amendments); Accurately documents and updates actions taken; Acts as a resource, assists teams with complex issues and problem solving, and may assist in providing employee training; Investigates and responds to all phone and/or written inquiries from patients/proxies and physician offices; Makes calls to outside sources for additional information to ensure inquiries are resolved; Gathers and documents information, troubleshoots customer inquiries, recognizes trends and reports to higher level as needed; Obtains and reports daily, weekly and monthly statistics; May assist with monitoring and auditing work quality; Proactively follows up with patients/proxies as needed; Receives and identifies requests for patient portal proxy access, verifies proxy signatures, and ensures compliance with authorization, policies, and State and Federal/HIPAA regulations; Scans and files proxy paperwork to the appropriate location of the health information record; Creates and updates detailed process documentation for the departmental manual

Requirements

High School Graduate; Typically requires 2 years of experience in customer service, release of information, or health information records within a healthcare environment; Excellent customer service and follow up skills; Ability to speak with customers to resolve customer issues and research and document calls on a computer; Ability to actively listen and respond with empathy to build rapport; Highly skilled with computers, including Microsoft Office or similar products, electronic mail and electronic medical record systems; Ability to navigate between multiple systems and computer screens; Demonstrated ability to work well independently and as a team; Strong multi-tasking, organizational, and time management skills; Ability to adapt to change, prioritize workload, and work under pressure in a fast-paced environment; Ability to handle all escalated calls and resolve issues before they become escalated complaints; Ability to represent Advocate Aurora Health and the company values to patients; Exposed to normal office environment; Must be able to sit the majority of the workday; Must be able to reach above head, bend, and stoop; Must be able to lift and carry up to 20 lbs. frequently and up to 50 lbs. occasionally; Must be able to perform repetitive motions using hands, wrists and/or fingers; Operates all equipment necessary to perform the job

Benefits

Compensation based on qualifications, skills, relevant experience, and/or training; Premium pay such as shift and on-call pay; Incentive pay for select positions; Opportunity for annual increases based on performance; 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 financial wellness programs; Educational Assistance Program