Patient Representative - BMH ED - FULL TIME NIGHT

Bronson Healthcare; Kalamazoo (MI); On-site; USD 25,000 - 30,000; Full time

Job summary

Bronson Healthcare in Kalamazoo seeks a Patient Representative for the Emergency/Admissions area. You will greet patients, collect demographics and insurance details, verify coverage, and schedule visits. You’ll provide pricing information, collect payments, and help patients understand billing and payment plans.

The role emphasizes HIPAA compliance, accurate data entry, multi-tasking, and exceptional customer service in a fast-paced hospital setting. 12-hour night shifts are included.

Qualifications

• High school diploma or GED is required.
• Previous customer service experience required.
• Certified Healthcare Access Associate (CHAA) preferred.

Responsibilities

• Greet and register patients, collect demographics and insurance information.
• Verify eligibility, schedule appointments, and explain billing estimates.
• Assist with payments and explain revenue cycle impact; resolve issues.
• Maintain HIPAA compliance and protect patient rights.

Skills

Typing 45 WPM

HIPAA knowledge

Time management

Customer service

Attention to detail

Multi-tasking

Education

High school diploma or GED

Associate's degree (preferred)

Tools

Windows OS

Billing software

Office equipment

Job description

Title

Patient Representative - BMH ED - FULL TIME NIGHT

Location

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

Contract & Hours

Full time, 12 Hour Night Shift, Scheduled Weekly Hours 36

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.

Skills & Competencies

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.

Additional Requirements

High school diploma or general education degree (GED) required. Previous customer service experience required. Medical Terminology, CPT and ICD-10 coding strongly preferred. Associate's degree in related field, or 2 years related experience and/or training in a healthcare environment preferred. (Would consider 2 years of experience in a business office setting) Certified Healthcare Access Associate (CHAA) Preferred.

Downtime / Standby Rotation

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.

Security & Safety Responsibilities

• Assist employees and visitors with any concerns they might have.
• Assume overall responsibility for the safety and security of designated areas.
• Monitor security cameras.
• Identify potential security risks and respond accordingly.

Agency Policy

Bronson Healthcare Group and its affiliates (“Bronson”) strictly prohibit the acceptance of unsolicited resumes from individual recruiters or third-party recruiting agencies (“Recruiters”) in response to job postings or word of mouth. Unsolicited resumes sent to any employee of Bronson by Recruiters, without both a valid written agreement with Bronson and a direct written request from the Bronson Talent Acquisition Department for a specific job position, will be considered the property of Bronson. Furthermore, no fees will be owed or paid to Recruiters who submit resumes for unsolicited candidates, even if those candidates are hired. This policy applies regardless of whether the Recruiter has a pre-existing agreement with Bronson. Only candidates submitted through a specific written agreement with the Bronson Talent Acquisition Department for a named position are eligible for fee consideration.

About Bronson

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.