Patient Access Advocate - Full-time Mid Shift

Intuitive-Health; Bowling Green (KY); On-site; USD 32,000 - 42,000; Full time

Job summary

Intuitive Health is seeking a Patient Access Advocate for a full-time mid-shift role (9am–9pm) at our care facilities. The position focuses on welcoming patients, registering for ER and Urgent Care, and collecting copays in accordance with company guidelines.

Responsibilities include answering phones, updating demographics, coordinating patient flow with clinical staff, maintaining front-desk areas, protecting PHI, and delivering courteous customer service to patients and families.

Qualifications

• Welcomes and greets patients in person or by phone.
• Answers phones with polite, consistent etiquette.
• Maintains waiting areas, files, and front-desk organization.
• Registers patients and updates demographic info accurately.
• Facilitates patient flow by notifying staff of arrivals and delays.
• Responds to patient inquiries courteously.
• Keeps office supplies stocked and notifies for needs.
• Protects patient confidentiality and PHI; logs off computer when away.
• Exhibits professionalism and teamwork with staff and public.
• Maintains communication with patients, families, providers, and nurses.
• Informs patients of balances and expected payments at service time.
• Collects copays and payments per guidelines.
• Attends departmental staff meetings as scheduled.
• Refers patient complaints to designated personnel as needed.
• Maintains knowledge and attends training for responsibilities.
• Performs other duties as assigned.

Responsibilities

• Welcomes and greets all patients in person or over the phone.
• Answers the phone with polite, consistent etiquette.
• Maintains clean and organized waiting areas and front-desk areas.
• Registers patients and updates demographic information accurately.
• Notifies clinical staff of patient arrivals and potential delays.
• Responds to patient inquiries courteously and professionally.
• Keeps office supplies stocked and communicates needs to management.
• Protects PHI and ensures data security; never leaves PHI in plain sight.
• Demonstrates professionalism, tact, respect, and teamwork.
• Maintains ongoing communication with patients, families, and care teams.
• Informs about existing balances and expected payments at time of service.
• Collects copays and payments per company guidelines.
• Attends scheduled departmental meetings.
• Escalates patient complaints to appropriate personnel.
• Keeps knowledge up to date with required training.
• Performs other duties as assigned.

Skills

Customer service

Communication

Phone etiquette

Time management

Organization

Microsoft Office

Professionalism

Teamwork

Confidentiality

Education

High School Diploma or GED

Tools

Microsoft Office

Job description

Patient Access Advocate - Full-time Mid Shift

• Full-time
• Partners: Med Center Health

About Intuitive Health

Founded in 2008, Intuitive Health pioneered the combined emergency room and urgent care model, setting a new standard for innovation and accessibility in the ambulatory care space. Partnering with leading health systems nationwide, Intuitive Health builds and operates retail healthcare facilities that seamlessly integrate urgent care and emergency services under one roof. This innovative model enhances patient experience, reduces unnecessary emergency care costs, and empowers health systems to expand their market presence. Ranked among the top 1% of global retailers in customer satisfaction, Intuitive Health serves more than 1 million patients annually. For more information, visit IHERUC.com.

Full-time Mid Shift

9am - 9pm

ThePatient Access Advocate are responsible for facilitating a welcoming environment, timely and accurate patient registrations for both ER and Urgent Care patients, and the collection of copays and payments for services provided. General office duties include answering phones and record keeping while providing exemplary customer service and support for clinical staff. Patient Registration Associates communicate directly with patients and families, physicians, and nurses. This position requires professional appearance, behavior, and good communication skills.

1. Welcomes and greets all patients in person or over the phone.

2. Answers the phone while maintaining a polite, consistent phone manner using proper telephone etiquette.

3. Responsible for maintaining patient waiting areas, office files, and front-desk areas in a manner that is clean and organized.

4. Registers patients and updates existing demographic information with a high rate of accuracy.

5. Facilitates patient flow by notifying the clinical staff of patients’ arrivals, being aware of delays, and communicating with patients and clinical staff.

6. Responds to patients’, prospective patients, and visitors' inquiries in a courteous manner.

7. Keeps office supplies adequately stocked and notifies manager of any inventory needs.

8. Protects patient confidentiality by making sure Protected Health Information is secured by not leaving PHI in plain sight and logging off the computer before leaving it unattended. This includes not sharing passwords or personal information with coworkers. 9. Displays professionalism, tact, respect, and team effort when working with coworkers and the public.

10. Maintains communication with patients, family, providers, nurses, and support staff.

11. Informs patients of any existing balance noted in the computer and requests patient be prepared for any payment due at the time of service as per company guidelines.

12. Collects copays and payments as necessary, as per company guidelines.

13. Attends departmental staff meetings as scheduled.

14. Refers patient complaints to appropriate designated personnel as needed.

15. Maintains own knowledge/skills and attends appropriate training for role responsibilities.

16. Performs other job duties as assigned.

• The physical demands below are typical of those that must be met by the employee to successfully perform the essential functions of this position. Reasonable accommodations may be available for individuals with disabilities.
• Employee is regularly required to hear and speak; is frequently required to sit, stand, walk, use hands to finger, reach with hands and arms, climb, balance, stoop, kneel, crouch or crawl, bend or twist at the waist, lift and move more than 10 pounds.
• Employee is occasionally required to lift and move objects up to 25lbs.
• Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus.
• Required to constantly make decisions and concentrate.
• Ability to work with and around potentially hazardous materials and diseases.
• Ability to work extended hours.
• A minimum of a High School Diploma or GED equivalent is required.
• Possesses the ability to manage difficult patient situations
• Respond promptly to patient needs
• Respond to requests for service and assistance
• Proficiency with general office equipment (phone, fax, copiers, computers), Microsoft Office products (Word, Excel, PowerPoint), telephone etiquette, organization, and time management
• Completes administrative tasks correctly and on time
• Supports the organization’s goals and values.

Intuitive Health is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, veteran status, or any other protected characteristic under applicable law. All employment decisions are based on qualifications, merit, and business needs.