Patient Access Advocate - OP Rehab

Cone Health; Madison (NC); On-site; USD 25,000 - 33,000; Part time

Job summary

Cone Health is seeking a part-time Patient Access Advocate II to support front-office operations in Madison. The role emphasizes registration accuracy, insurance verification, and referral management, serving as a liaison between patients and clinics.

Responsibilities include processing co-pays, handling scheduling, and training new staff while ensuring a positive guest experience and adherence to office procedures. 30 hours per week, with a Monday–Thursday and Friday schedule.

Qualifications

• High School Diploma or equivalent required.
• Preferred: graduate of certified medical office training course.
• 1 year clerical experience in a medical setting; healthcare customer service experience.

Responsibilities

• Verify patient demographics and insurance information for accurate payment processing and insurance billing.
• Assist patients with registration workflows and scheduling.
• Handle co-pays, payments, and daily deposits; maintain cash drawer.
• Coordinate referrals and pre-certifications as needed.
• Provide excellent customer service and deescalate situations as needed.
• Train new staff on clerical tasks and patient intake processes.

Skills

Customer service

De-escalation

Phone etiquette

Education

High School Diploma or equivalent

Medical office training certificate

Tools

EPIC Cadence/Prelude

Job description

This role is 30hrs/week with the following schedule:
Monday-Thursday 9:30-5:00
Friday 8:30-12:30
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.