Patient Access Advocate - Elmsley Urgent Care, Rotating Weekends Required

Cone Health; Greensboro (NC); On-site; USD 42,000 - 60,000; Full time

Job summary

Cone Health Medical Group is seeking a Patient Access Advocate II to serve as the expert liaison for patient and clinic relations. This role emphasizes exceptional customer service, accurate insurance verification, and efficient referral management within the front office.

Key responsibilities include guiding patients through registration, coordinating scheduling, and training new staff to ensure smooth daily operations.

Qualifications

• High School Diploma or equivalent required.
• Preferred: Graduate of a certified medical office training course.

Responsibilities

• Assist patients through registration and verify demographics and insurance information.
• Follow established protocols for collecting and posting co-pays and payments.
• Manage referrals and obtain pre-certification as needed.
• Train new employees on general clerical tasks and onboarding.
• Mails new patient packets and contacts patients before scheduled appointments.
• Adhere to no-show policy and document accordingly.
• Perform other duties as assigned.

Skills

Customer service

EPIC Cadence/Prelude

Education

High School Diploma or equivalent

Certified medical office training course (preferred)

Tools

EPIC Cadence/Prelude

Job description

The role of the Patient Access Advocate II is vital to our front office operations. This role allows you to expand on your proven customer service and medical technology skill sets and positions you as the expert liaison for patient and clinic relations. This role primarily focuses on providing excellent customer service, insurance verification, referral management and in some practices orienting Patient Access Advocate I new hires to be set up for success.

Essential Job Function

• Assists patients through the registration process verifying patient demographics and insurance information to ensure accuracy for payment processing and insurance billing.
• Assists new employees with registration workflows.
• Follows established protocols for collecting and posting co-pays, payment processing and review of records for bad debt.
• Adheres to No Surprise Act.
• Responsible for maintaining accurate cash drawer and preparing daily deposits and following practice close processes.
• Follows practice scheduling guidelines for single or multiple clinics and return, referral and testing appointments Assists new employees with appointment scheduling.
• Follows office procedures for incoming calls, messages, voice mail and email and coordinate follow up where needed.
• Manages referrals and obtains pre-certification as needed and notifies pre-cert coordinator for follow up.
• Creates a positive guest experience through adherence to Steps of Service protocols.
• Deescalates situations when necessary.
• Trains new employees on general clerical support; paperwork, medical records, faxes, scans, filing, typing, etc Ensures new patient information is delivered in a timely manner.
• Mails new patient packets and contact new patients the day before their scheduled appointment.
• Adheres to no show policy, send letters and document no shows in a timely manner.
• Performs other duties as assigned

Education

• Required: High School Diploma or equivalent
• Preferred: Graduate of a certified medical office training course

Experience

• Required: 1 Year clerical experience in medical setting. Proficient in EPIC Cadence/Prelude. Customer Service experience in healthcare setting.