Patient Relations Rep II - Multi-Specialty

The Medical College of Wisconsin, Inc.; Menomonee Falls (WI); On-site; USD 38,000 - 48,000; Full time

Job summary

The Medical College of Wisconsin, Inc. seeks an enthusiastic Patient Services/Billing Assistant to support patient inquiries, verify insurance, and process scheduling and registration tasks.

You will document verification results in the clinic’s systems and assist in smoothing patient flow across services. Applicants should have at least a high school diploma and one year of customer service experience, preferably in healthcare.

Qualifications

• High school diploma required; 1 year of customer service experience preferred.
• Healthcare environment experience with emphasis on insurance knowledge is a plus.
• Experience using triage, scheduling and EMR systems is desirable.

Responsibilities

• Verify insurance information, deductibles, and co-pays for clinic services.
• Assist with scheduling and registration via phone or online channels.
• Document in EMR and other scheduling/billing software; transfer calls as needed.
• Handle irate customers with sound judgment and professional demeanor.
• Coordinate multiple appointments for providers and therapies using patient-centric scheduling.
• Triage complex inquiries to senior staff and perform related clerical tasks.

Skills

Clerical

Administration

Computers

Customer Service

English

Coordination

Active Listening

Reading Comprehension

Service Orientation

Social Perceptiveness

Flexibility

Strength

Dexterity

Response Orientation

Dexterity (Wrist-Finger)

Education

High School Diploma

Tools

IDX

Epic

Job description

SummaryUnder general supervision, assist patients with routine billing, scheduling and registration inquiries and provide customer service using basic knowledge of organization policies and procedures. Position emphasis will be on verification of patient insurance, deductible amounts and co-payment amounts for various types of providers.Primary ResponsibilitiesVia telephone or online contact, will verify insurance information, deductible amounts, and co-pay requirements for various clinic services. Document verified insurance information in Department’s triage software program.Answers incoming calls, takes appropriate messages and transfers to appropriate area.Documents in electronic medical record and other software tools that are essential to the clinic.Diffuse irate customers. Employ sound judgment to ensure best possible public relations. Investigate and resolve customer concerns.Maintain working knowledge of MCW and affiliate computerized scheduling and billing systems (i.e., IDX, Epic.)Coordinate multiple appointments efficiently for the program such as appointments for providers, chiropractors, physical and occupational therapy as well as procedures- using a patient centric scheduling model.Triage more complex patient inquiries to more senior level staff as appropriate.Perform related clerical functions such as maintaining patient accounts, data entry and filing.Develop understanding of MCW clinic locations and the locations of its affiliate facilities, including directions to and within associated buildings.Look up information in tables and lists; provide information appropriately.Other duties as assigned.Knowledge – Skills – AbilitiesClericalAdministration and ManagementComputers and ElectronicsCustomer and Personal ServiceEnglish LanguageCoordinationActive ListeningReading ComprehensionService OrientationSocial PerceptivenessExtent FlexibilityStatic StrengthRate ControlResponse OrientationWrist-Finger SpeedQualificationsAppropriate experience may be substituted for education on an equivalent basis.Minimum Required Education: High School DiplomaMinimum Required Experience: 1 year customer service experiencePreferred Experience: Relevant experience in a health care environment with emphasis on insurance knowledge and patient contact preferred#LI-SN1Physical RequirementsWork requires occasionally lifting moderate weight materials, standing, or walking continuously.Work EnvironmentOccasional exposure to dust, noise, temperature changes, or contact with water or other liquids. Work is performed in an environmentally controlled environment.Sensory AcuityAbility to detect and translate speech or other communication required. May occasionally require the ability to distinguish colors and perceive relative distances between objects.Why MCW?Outstanding Healthcare Coverage, including but not limited to Health, Vision, and Dental. Along with Flexible Spending options403B Retirement PackageCompetitive Vacation and Paid Holidays offeredTuition ReimbursementPaid Parental LeaveEmployee & Family Assistance Program (EFAP)Pet InsuranceOn campus Fitness Facility, offering onsite classesAdditional discounted rates on items such as: Select cell phone plans, local fitness facilities, Milwaukee recreation and entertainment etc.For a brief overview of our benefits see: Benefits OverviewFor a full list of positions see: MCW CareersAt MCW all of our endeavors, from our internal operations to our interactions with our partners, are driven by our shared organizational values: Caring – Collaborative – Curiosity – Inclusive – Integrity – Respect. We are committed to fostering an inclusive environment that values diversity in backgrounds, experiences, and perspectives through merit-based processes and in alignment with all applicable laws. We believe that embracing human differences is critical to realize our vision of a healthier world, and we recognize that a healthy and thriving community starts from within. Our values define who we are, what we stand for and how we conduct ourselves at MCW. If you believe in embracing individuality and working together according to these principles to improve health for all, then MCW is the place for you. For more information, please visit our institutional website.MCW as an Equal Opportunity Employer and Commitment to Non-Discrimination:The Medical College of Wisconsin (MCW) is an Equal Opportunity Employer. We are committed to fostering an inclusive community of outstanding faculty, staff, and students, as well as ensuring equal educational opportunity, employment, and access to services, programs, and activities, without regard to an individual's race, color, national origin, religion, age, disability, sex, gender identity/expression, sexual orientation, marital status, pregnancy, predisposing genetic characteristic, or military status. Employees, students, applicants or other members of the MCW community (including but not limited to vendors, visitors, and guests) may not be subjected to harassment that is prohibited by law or treated adversely or retaliated against based upon a protected characteristic.