Patient Service Representative

505 Aurora Health Care, Inc.; Green Bay (WI); On-site; USD 28,000 - 41,000; Full time

Job summary

Advocate Health in Wisconsin is hiring for aFull-time patient financial services/allocation role in Outpatient Rehabilitation. The position involves greeting patients, verifying information, and collecting patient responsibilities at the point of service, with attention to insurance and pre-registration processes.

Ideal candidates have 1 year of customer service or clerical experience, strong communication skills, and familiarity with EPIC EMR and insurance verification tools.

Qualifications

• High School diploma required with strong customer service or clerical experience.
• Knowledge of Medicare/Medicaid and third-party payer requirements desirable.
• Ability to read and interpret documents and explain bills and insurance to patients.

Responsibilities

• Greet and check in patients for appointments.
• Verify patient information and collect patient responsibility.
• Complete registration for walk-in patients and update demographics/insurance.
• Explain patient financial obligations and request payment.
• Assist with scheduling and new caregiver onboarding.
• Maintain professional relations with patients and staff; identify process improvements.

Skills

Customer service

Communication

Problem solving

Attention to detail

HIPAA knowledge

Medical terminology

Education

High School Diploma

Tools

EPIC EMR

Insurance verification tools

Patient liability estimation tools

Microsoft Office

Phone systems

Job description

Department: 37545 BayCare Leased Employees - Outpatient Rehabilitation: 1160 Kepler Status: Full time Benefits Eligible: Yes Hours Per Week: 40 Schedule Details/Additional Information: Monday - Wednesday 7:30am - 6:15pm, Friday 7:30am - 5:15pm Pay Range: $19.80 - $29.70

Major Responsibilities

• Greets and checks in patients arriving for their appointments.
• Ensures patient information is complete and accurate.
• Collects patient responsibility as identified in the pre-registration process.
• Completes the registration process on walk-in patients, verifies and/or updates patient demographic and insurance information if changes or additions have occurred.
• Verifies insurance benefits, obtains/calculates patient responsibility and request payment.
• Communicates to patient the organization expectation of payment at time of service.
• Identifies patients in need of financial assistance and refers patients to Financial Advocate when necessary.
• Collaborates with Financial Advocate to coordinate patient’s financial resources and responsibilities including requesting patient to sign a Financial Obligation Form (FOF) or Advanced Beneficiary Notice (ABN) as needed.
• Monitors patient flow to ensure patients are cared for in the most efficient and courteous manner.
• Performs visit closure, including checking out patients, collecting additional patient responsibility (when applicable) and providing patient with appropriate documents.
• Schedules patient visits using guidelines established within scheduling system.
• Assists with new caregiver onboarding.
• Works assigned EPIC work queues, following the department’s work flow process.
• Maintains excellent public relations with patients, families, and clinical staff as well as demonstrates a willingness and ability to work collaboratively with others for concise and timely flow of information.
• Proactively communicates issues involving customer service and process improvement opportunities to management.
• Maintains knowledge of and reference materials for Medicare, Medicaid and third-party payer requirements, guidelines and policies, insurance plans requiring pre-authorization/referral and a list of current accepted insurance plans.

Licensure, Registration, and/or Certification Required: None Required.

Education Required: High School Graduate.

Experience Required: Typically requires 1 year of experience in customer service or clerical/office experience, including answering phones and assisting customers.

Knowledge, Skills & Abilities Required: Demonstrated ability to identify and understand issues and problems. Examines data and draws logical conclusions based on information available. Knowledge and ability to articulate explanations of Medicare/HIPAA/EMTALA rules and regulations and comply with updates on insurance pre-certification requirements. Mathematical aptitude, effective communication skills and critical thinking skills. Understanding of basic human anatomy, medical terminology and procedures for application in the patient referral/pre-certification/authorization processes. Ability to read and interpret documents such as safety rules, operating and maintenance instructions and procedure manuals. Ability to speak effectively to customers or employees of organization, maintaining a pleasant, professional demeanor. Ability to handle sensitive and confidential information according to internal policies. Ability to problem solve in a high profile and high stress area, working independently to set and meet deadlines and prioritize work. Demonstrated technical proficiency including experience with insurance verification/eligibility tools, EPIC electronic medical record, patient liability estimation tools, Microsoft Office, Internet Explorer and phone technology.

Physical Requirements and Working Conditions: Must be able to sit, stand, walk, lift, carry, squat, and bend frequently as well as twist, rotate, and kneel occasionally throughout the workday. Frequently lifts up to 10 lbs. and occasionally lifts between 20 lbs. or more. This occurs when moving equipment and supplies and when transporting patients and/or charts. Must be able to push/pull up to 50 lbs. with assistance. Must have functional speech and hearing. Must be able to use hands with fine motor skills for keyboard data entry. Exposed to a normal office environment. Operates all equipment necessary to perform the job. Must be able to work a flexible schedule to support the needs of the department.

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.

Our Commitment to You

• Advocate Health offers a comprehensive suite of Total Rewards: benefits and well-being programs, competitive compensation, generous retirement offerings, programs that invest in your career development and so much more - so you can live fully at and away from work, including:
• Compensation Base compensation listed within the listed pay range based on factors such as qualifications, skills, relevant experience, and/or training
• Premium pay such as shift, on call, and more based on a teammate's job
• Incentive pay for select positions
• Opportunity for annual increases based on performance
• Benefits and more Paid Time Off programs
• Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability
• Flexible Spending Accounts for eligible health care and dependent care expenses
• Family benefits such as adoption assistance and paid parental leave
• Defined contribution retirement plans with employer match and other financial wellness programs
• Educational Assistance Program
• Note: Eligibility for programs listed above may depend on your FTE or status (e.g., full-time, part-time, per diem, temporary, etc.); please ask a Recruiter for more information during an interview.

About Advocate Health

Advocate Health is the third-largest nonprofit, integrated health system in the United States, created from the combination of Advocate Aurora Health and Atrium Health. Providing care under the names Advocate Health Care in Illinois; Atrium Health in the Carolinas, Georgia and Alabama; and Aurora Health Care in Wisconsin, Advocate Health is a national leader in clinical innovation, health outcomes, consumer experience and value-based care. Headquartered in Charlotte, North Carolina, Advocate Health services nearly 6 million patients and is engaged in hundreds of clinical trials and research studies, with Wake Forest University School of Medicine serving as the academic core of the enterprise. It is nationally recognized for its expertise in cardiology, neurosciences, oncology, pediatrics and rehabilitation, as well as organ transplants, burn treatments and specialized musculoskeletal programs. Advocate Health employs 155,000 teammates across 69 hospitals and over 1,000 care locations, and offers one of the nation’s largest graduate medical education programs with over 2,000 residents and fellows across more than 200 programs. Committed to providing equitable care for all, Advocate Health provides more than $6 billion in annual community benefits. This is Transformation One shared purpose brought us together. Starting with You Caring for nearly 3 million people has inspired a transformation. One in which the patient's experience guides our vision and empowers us to offer new possibilities in our communities.

Reshaping Access

What is access? It's offering more sites of care than any other health system in the Midwest. But there's a new frontier. Access is exploring the latest technologies to deliver care to patients exactly where they are and exactly when they need it

Inspiring Professionals

With our dynamically inclusive workforce and strong connections to the places where we live and work, we'll touch more lives and contribute to stronger and more vibrant communities.

Transforming Care

We're redefining the standard for care with world-class doctors and caregivers, innovative solutions, outstanding outcomes, and leading-edge research and clinical trials. Combined, Advocate and Aurora are recognized for clinical excellence in: Cardiovascular Care Neurosciences Gynecology Oncology Pediatrics Primary Care Neurology Geriatrics Trauma Care