Patient Representative - BMH ED FULL TIME DAYS

Provider Careers at Bronson Medical Group; Kalamazoo (MI); On-site; USD 36,000 - 48,000; Full time

Job summary

Bronson Healthcare is seeking a Patient Representative for the Emergency Department in Kalamazoo, MI. The role focuses on greeting and registering patients, collecting demographics and insurance data, verifying eligibility, and scheduling.

You will provide financial information, price estimates and collect payments in a fast-paced setting. Strong customer service, HIPAA knowledge and basic medical terminology are required, with experience in ER/OP or call centers preferred.

Job description

Love Where You Work! Team Bronson is compassionate, resilient and strong. We are driven by Positivity which inspires us to be our best and to go above and beyond for our patients, for one another, and for our community. If you’re ready for a rewarding new career, join Team Bronson and be part of the experience.

Location: Kalamazoo-601 John St.-Bronson Methodist Hospital South Campus (South Pavilion)

Title: Patient Representative - BMH ED FULL TIME DAYS

Responsibilities

• Patient Representatives are instrumental in ensuring the efficient and effective flow of patient access needs throughout the organization.
• Responsibilities may include greeting and registering patients, gathering and entering appropriate demographic and insurance/billing information, verification, scheduling appointments, providing patients with financial information, price estimates and the collection and entry of payments.
• Current knowledge of billing and coding requirements and the ability to apply these based on industry standards is required.
• Ability to resolve patient financial issues and negotiate payment arrangements.
• Representatives must fully understand the ramifications and impact of incomplete or inaccurate information to patient care and the overall revenue cycle.
• Position works in a team environment and delivers exceptional customer service.
• Other duties as assigned.
• Employees providing direct patient care must demonstrate competencies specific to the population served.
• Greets and/or registers patients accurately and efficiently.
• Verifies insurance eligibility using online systems.
• Provides and/or completes required patient forms.
• Collects and enters payments, follows required balancing procedures.
• Analyzes, interprets and enters physician orders.
• Scans and indexes forms.
• Schedules and communicates appointment information accurately and efficiently for multiple facilities and ancillary departments.
• Verifies insurance for scheduled and urgent emergent patients following guidelines established per payer and obtains authorization based on payer specific criteria.
• Accurately completes assigned work queues.
• Identify financial counseling needs.
• Maintains confidentiality in verbal, written and electronic communication.
• Follows established processes, protocols, and workflows.
• Takes initiative to resolve problems and meet patient needs.

Qualifications

• High school diploma or general education degree (GED) required.
• CHAA earn and maintain (every 2 years) and minimum experience 1 year in ER/OP, 2 years in call center setting.
• OR 4 years in the department and in good standings and completion of 4 professional development activities each year.
• Patient Representatives assigned to an Emergency Department team will be placed into a weekend standby rotation based on facility.
• This standby rotation begins Friday at 7pm to Monday at 7am.
• This standby rotation could occur from two to no more than six times a year.
• Previous customer service experience required.
• Medical Terminology, CPT and ICD-10 coding strongly preferred.
• Basic typing at 45 WPM, basic ten key, and computer skills within a Windows environment.
• Experience with multiple computer applications/operating systems, and office machines.
• Knowledge of HIPAA and confidentiality requirements, insurance payer regulations and requirements, and patient rights.
• Knowledge of revenue cycle components and his/her role in the ability to impact the overall process.
• Knowledge of the impact of accurate registration has on patient satisfaction.
• Analytical skills to solve simple to semi complex problems.
• Organization, prioritization and time management skills.
• Concentrate and pay close attention to detail.
• Ability to multi-task.
• Be flexible to facilitate change.
• Ability to maintain composure in a position that has considerable deadlines, customer contact and high volumes of work which produces levels of mental/visual fatigue which are typical of jobs that perform a wide variety of duties with frequent and significant uncontrollable deadlines.
• Work may include the operation of and full attention to a personal computer or CRT up to 40 percent of the time.
• The job produces some physical demands.
• Typical of jobs that include regular walking, standing, stooping, bending, sitting, and some lifting of light weight objects.

Schedule

• Shift Time Type: Full time
• Scheduled Weekly Hours: 40

Bronson Healthcare is a community-owned, not-for-profit health system that has been serving southwest Michigan since 1900. Today, with a workforce of 9,000 people and 1,500 medical staff members, it is the area’s largest employer and leading healthcare system. Bronson provides care in virtually every specialty and offers a full range of services from primary care to critical care at more than 100 locations. Bronson’s exceptionally high quality standards enable us to do what’s right for our patients and their families. We are empowered as individuals and as teams, to apply our skills and experience so that every patient receives safe, timely and effective treatment. What’s more, our state‑of‑the‑art, technology and evidence‑based processes give us the tools we need to deliver the right care, at the right time. By putting each patient and their family at the center of our work, we demonstrate the dignity and respect we have for each individual we serve. This unwavering commitment to serving others combined with our unique healing environment helps make the patient experience here an exceptional one. The excellence and Positivity of our employees and medical staff has contributed to Bronson Healthcare being ranked by Forbes as one of America’s Best‑In‑State Employers (2022‑23), by Newsweek as one of America’s Greatest Workplaces for Women (2023) and by the National Association for Business Resources as one of the 2023 Top 101 Best and Brightest Companies to Work For.