Patient Access Representative - Oncology - Days

NorthShore University HealthSystem; Arlington Heights (IL); On-site; USD 27,400 - 39,729; Full time

Benefits offered by this job

Annual Incentive Plan

Variety of Medical and Dental options

Tuition Reimbursement

Retirement Options with Company Match

Paid Time Off and Holiday Pay

Job summary

NorthShore University HealthSystem is looking for a Patient Access Representative II specializing in Oncology at the Endeavor Infusion Center in Arlington Heights, IL. This full-time role involves managing patient registrations, scheduling treatments, and ensuring compliance with insurance protocols.

The ideal candidate will have customer service skills and previous experience in healthcare settings. Strong attention to detail is critical, along with the ability to manage multiple computer systems efficiently.

Qualifications

• 2 years customer service experience required.
• 1 year experience in healthcare patient access department required.
• Proficient in multiple computer software systems.

Responsibilities

• Perform complete registration and admission functions.
• Assist callers in scheduling their treatment.
• Verify insurance requirements and obtain patient data.

Skills

Customer service skills

Interpersonal communication

Attention to detail

Education

High school diploma

College degree

Tools

Epic Registration

Windows operating systems

Job description

Hourly Pay Range:

$19.89 - $28.84 - The hourly pay rate offered is determined by a candidate's expertise and years of experience, among other factors.

Position Highlights:

• Position: Patient Access Representative II - Oncology
• Location: Endeavor Infusion Center - Arlington Heights, IL
• Full Time | 40 hours/week
• Hours: Monday - Friday, 8:00am - 4:30pm, no weekend/holidays.

What you will do:

• Performs complete and accurate registration and/or admission functions across multiple access services areas or sites to provide information to maximize reimbursement, and ensures timely and thorough information to all other providers and users of patient data.
• Responds to and triages calls.
• Assists the caller in scheduling their treatment.
• Coordinates with clinical team.
• Manages Appointment Work queue.
• Verifies insurance requirements, obtains and understands insurance benefits. Collects non-covered fees.
• Registers and pre-registers outpatients in more than one clinical and diagnostic location within their primary area of responsibility and multiple access areas outside hiring location.
• Access areas include but may not be limited to Cancer Services.
• Interacts with patients and their representatives to collect and interpret all required demographic, insurance, financial, and clinical data necessary to facilitate patient check in and registration at point of service.
• Offers and/or schedules interpreter services for patients when necessary.
• Obtains and scans general consent for treatment, identification and insurance cards, Coordination of Benefits and other appropriate documents.
• Obtain and submit National Provider Identification (NPI) for providers not on staff ordering outpatient diagnostic tests.
• Interpret physician orders for completeness and compliance with regulatory agencies and NCH policies.
• Informs patients of registration processes and privacy notification, establishes financial responsibility to meet internal, regulatory or payer requirements.
• When applicable, completes the Medicare Secondary Payer (MSP) questionnaire and discusses potential deferral of services according to NCH policy.
• Initiates the Medicare Advance Beneficiary Notice (ABN), as appropriate, and explains payer policies to patients.
• Streamlines check in process for patient previously pre-registered and appropriately updates the account for changes identified upon arrival.
• Reviews physician's orders for compliance with the Illinois Department of Public Health (IDPH), and the Center for Medicare & Medicaid Services (CMS) regulations and NCH and medical staff office policies.
• Ensures financial protocols and requirements are met.
• Refers patients to Financial Counselors for identification of financial assistance options.
• Identify clinical and financial criteria that require involvement of Case Management team or Financial Counseling.
• Collaborate with internal and external customers to provide timely resolution to third party payer requirements prior to date of service.
• Minimizes third party payer denials by verifying authorization of service prior to forwarding patients to service delivery areas.
• Maintains current knowledge of insurance requirements communicated by email, memorandum, educational matrices and in‑services.
• Provides support to primary care practices and specialty care providers regarding utilization, authorization and referral activities.
• Communicates effectively with service delivery areas when unresolved financial issues impact appointment schedules.
• Proficient in the use of CPT and ICD codes, and utilizes online payer resources. Utilize estimator to determine financial responsibility and attempt to secure all financial responsibility prior to the date of service.
• Meet monthly cash collection goals as determined collaboratively by Department Director/Manager.
• Maintain registration accuracy by meeting or exceeding expectations with 97% or higher accuracy score.
• Resolve all work queues within Department standards determined time period to release bill holds to ensure timely reimbursement.
• Coordinates scheduling of service areas for patients requiring multiple tests. Identify and assign electronic educational programs for scheduled services. Explains patient prep and way finding instructions to patient. Collaborates with physician offices to check‑in appointments and schedule tests post‑physician office visits at offsite NCH locations.
• Electronically records all required and updated information on patient accounts in multiple hospital information systems according to Emergency Medical Treatment and Active Labor Act (EMTALA), the Health Insurance Portability and Accountability Act (HIPAA), payer, and other applicable regulations and standards.
• Prepares all required patient registration forms, documents, charts and reports, labels, patient plates, identification bands, medical records forms, and other related documents for distribution to appropriate departments, physicians and clinical staff. Notifies clinical department of patient's arrival.
• May do basic precepting for new hires and acts as a resource team member for performance improvement activities and a super user for various registration and scheduling related systems.
• May perform as a patient receptionist/greeter. Assists patients with way finding and transport needs. Contacts clinical departments and scheduling staff as needed to assist in promoting the efficient flow of patients and prioritization of service scheduling and admissions. Assists with other tasks to support the clinical department as determined by the Manager of Patient Access.
• Performs customer service standards by adhering to the AIDET principles. Investigate and direct patient inquiries or complaints to appropriate medical staff members and follow up to ensure satisfactory resolution. Consistently demonstrate premier customer service and communication skills with all internal and external customers/contacts and ensure the patient and their family members have the best hospital encounter possible.
• Adheres to all Northwest Community Hospital standards, policies, and procedures and reports compliance concerns to management staff.

What you will need:

• Education: High school diploma, required. College degree, preferred.
• Certification: Successful on-the-job completion of NCH Patient Access Specialist I competencies, required.
• Experience: Minimum 2 years customer service work experience, required. Minimum of 1 year experience in a healthcare patient access department or hospital, required. Previous healthcare experience with regulatory compliance requirements, payer requirements, HIPAA privacy and security requirements, and general revenue cycle procedures, required. Epic Registration and/or Scheduling experience, preferred.
• Skills: Computer experience in a windows environment, required. Ability to functionally navigate multiple computer software systems with accurate keyboard skills following computer security protocols, required. The interpersonal communication skills necessary to interview and interact with customers and physicians and to project a professional and compassionate concierge style of service to patients, patient families, physician's and staff in person and on the telephone, required. Ability to work independently, exercising good judgment, and multi-task in a high stress, fast paced service environment with patients, patient's family and physician's, required. Detail oriented with good analytical problem-solving skills to appropriately register patients and schedule patient procedures, required. Ability to operate routine office equipment (facsimile, copiers, plate production, scanners, printers), required. Ability to transact payments at time of service and maintain a cash drawer, required.

Benefits (For full time or part time positions):

• Eligibility for our Annual Incentive Plan, which offers the potential to earn a certain percentage amount of your base salary based on organizational performance. (For AIP eligible positions)
• Premium pay such as shift, on call, holiday and more based on an employee's job (For eligible positions)
• Incentive pay for select positions
• Opportunity for annual increases based on performance
• Career Pathways to Promote Professional Growth and Development
• Various Medical, Dental, Pet and Vision options
• Tuition Reimbursement
• Free Parking
• Wellness Program Savings Plan
• Health Savings Account Options
• Retirement Options with Company Match
• Paid Time Off and Holiday Pay
• Community Involvement Opportunities

EOE: Race/Color/Sex/Sexual Orientation/ Gender Identity/Religion/National Origin/Disability/Vets, VEVRRA Federal Contractor.