Patient Access Operations Coordinator-Hospital

Advocate Health; Town of Grafton (WI); On-site; USD 40,000 - 70,000; Full time

Job summary

Advocate Health in Wisconsin is seeking a Patient Access Supervisor to oversee daily operations in patient service areas and ensure departmental efficiency. The role includes staff education, scheduling, and coordination with leadership on staffing and performance inputs.

The ideal candidate has at least two years in Patient Access or related roles, strong leadership, and proficiency with EPIC and insurance processes.

Qualifications

• High school diploma or GED is required.
• Two years of experience in Patient Access or related roles.
• Experience with EPIC and insurance processes is preferred.

Responsibilities

• Oversee daily patient service operations to meet standards and efficiency.
• Educate and update staff on policies and procedures.
• Manage supplies and budgeting within department guidelines.
• Assess staffing needs and communicate with leadership.
• Provide leadership, training, and performance input for patient services staff.
• Create and adjust staff schedules for optimal throughput.
• Assist with cash handling and financial reconciliations.
• Support HR activities such as interviewing and onboarding.
• Ensure accurate patient registrations and HIPAA compliance.
• Verify insurance coverage and explain financial responsibilities to patients.
• Maintain compliance with HIPAA, EMTALA, and regulatory notices.
• Deliver excellent customer service and coordinate patient appointments.

Skills

Leadership

Communication

Analytical thinking

Multitasking

Attention to detail

Customer service

EPIC proficiency

HIPAA compliance

Collaboration

Education

High school diploma or GED

Tools

EPIC

Insurance verification tools

Microsoft Office

Patient liability estimation

Job description

Major Responsibilities

• Oversee daily operations of patient service areas to ensure departmental standards and efficiency are met.
• Educate and update staff on changes relevant to their roles, policies, and procedures.
• Manage supplies by ordering within budget guidelines and departmental needs.
• Assess staffing needs and communicate requirements to leadership; ensure compliance with personnel policies.
• Provide leadership and support to patient services staff, including training, orientation, work direction, and performance input.
• Create and adjust staff schedules for optimal efficiency and patient throughput, including breaks, meetings, and peak volume coverage.
• Assist with financial processes, including point-of-service collections, cash reconciliation, and bank deposits; monitor department work queues.
• Support HR functions, such as interviewing, onboarding, staff development, and resolving employee concerns.
• Ensure accurate patient registration, including demographic, insurance, and financial information; maintain HIPAA compliance and confidentiality.
• Verify insurance coverage and financial responsibility, explain obligations to patients, and refer to Financial Advocates when needed.
• Maintain regulatory compliance with HIPAA, EMTALA, Medicare notices, consent forms, and other required documentation; obtain signatures as needed.
• Deliver exceptional customer service, including greeting patients, answering inquiries, scheduling appointments, coordinating assistance, and fostering a welcoming environment.

Minimum Job Requirements

Education

• High school diploma or GED.

Certification / Registration / License

• None

Experience

• Two years of experience in either Patient Access or any of the following related experience; general physician office support or billing office, insurance office, customer service/hospitality, or call center (any industry).

Knowledge / Skills / Abilities

• Demonstrates organizational values and behaviors, serving as a role model for Advocate Health’s purpose and standards.Effective leadership and team-building skills, including delegation, motivating staff, managing priorities, and decision-making.
• Strong communicationand interpersonal abilities, capable of explaining policies, procedures, and financial responsibilities to staff and patients.
• Analytical and problem-solving skills, including data collection and interpretation for operational improvements and planning.
• Ability to thrive in high-pressure environments, multitasking, prioritizing, and meeting deadlines independently in fast-paced settings.
• Exceptional attention to detail and accuracy, ensuring compliance and quality in all processes.
• Outstanding customer service and service recovery skills,maintainingprofessionalism and empathy in diverse situations.
• Technicalproficiencywith healthcare systems, including EPIC, insurance verification tools, patient liability estimation, Microsoft Office, and related technologies.
• Knowledge of medical terminology, insurance processes, and regulatory compliance, including HIPAA and applicable state/federal requirements.
• Ability to collaborate effectively with physicians, clinical teams, and patients, resolving issues and supporting patient care needs.

Physical Requirements and Working Conditions

• May require travel, with exposure to weather and road conditions.
• Respond promptly to patient emergencies occurring in clerical areas; CPR certification may berequiredbased on location.
• Notary licensure/training may be required depending on service line or facility.
• Operate necessary equipment to perform job duties safely and effectively.
• Workenvironment includes office and patient contact, withpossible exposureto ill or contagious individuals.
• Physical mobility and stamina, including frequent sitting/standing transitions, extended periods of standing or sitting, and ability to move throughout the workday.
• Ability to lift and push/pull:frequentlyup to 10 lbs., occasionally 20 lbs. or more, and push/pull up to 50 lbs. withassistance.
• Sensory and motor requirements, including clear speech, vision, hearing, touch, and fine motor skills for keyboard data entry; flexible scheduling and on-call availability may berequired.

This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent may be required to perform other related duties.