Patient Service Representative

aah; Town of Aurora (WI); On-site; USD 29,000 - 43,000; Part time

Job summary

BayCare Medical Center in Wisconsin is seeking a part-time registration specialist to support a 24/7 hospital environment. The role involves patient check-in, data collection, and financial discussions, with potential off-site assignments. Schedule is variable and may include weekends or holidays.

You will create the initial health record, verify insurance, collect payments, and assist patients in navigating care processes while maintaining HIPAA privacy and accuracy in a fast-paced setting.

Qualifications

• High school diploma or equivalent required.
• Strong customer service and communication skills.
• Ability to multitask in a fast-paced healthcare setting.
• Familiarity with HIPAA privacy standards.

Responsibilities

• Create initial electronic health record for new patients.
• Check in and register patients; collect demographics and insurance info.
• Explain financial responsibilities and collect co-pays.
• Maintain HIPAA confidentiality and patient privacy.
• Explain insurance coverage and refer to Financial Advocates as needed.
• Assist with scheduling appointments and test preparations.
• Provide welcoming patient experience and handle inquiries.
• Monitor EHR work queues.

Skills

Customer service

Attention to detail

Verbal communication

Data entry

HIPAA compliance

Education

High School Diploma

Tools

EPIC EMR

MS Office

Insurance verification tools

Job description

Department:

10475 Enterprise Revenue Cycle - BayCare Medical Center WI Arrival

Status:

Part time

Benefits Eligible:

Yes

Hou rs Per Week:

20

Schedule Details/Additional Information:

This is a part-time float position supporting a 24/7 hospital (Aurora BayCare Medical Center) with potential to work at our off-site locations: West Mason Aurora Health Center and Kaukauna Aurora Health Center. Hours are variable depending on department needs.

Schedule is posted 6 weeks in advance and floats will be scheduled based on department needs. May include weekends and/or holidays.

Pay Range:

$20.80 - $31.20

Major Responsibilities:

• Creates the initial electronic health record that serves as the foundation of the patient medical record that is utilized by all members of the healthcare team. Prevents creation of duplicate medical records that can cause treatment safety issues and billing problems. Follows and ensures compliance with the mandate of the organization’s accrediting bodies to use identifiers to positively identify a patient prior to the delivery of patient care to ensure patient safety.
• Checks in and registers patients; obtains and verifies complete demographic, guarantor, and insurance information; discusses and collects co-pays and other out-of-pocket patient responsibilities. Obtaining accurate information at the point of registration helps ensure timely payment to the organization and prevents billing issues and patient complaints. Maintains complete confidentiality regarding patient personal/financial information and medical records in accordance with the Health Insurance Portability and Accountability Act (HIPAA).
• Knows insurance basics and recognizes commercial and government plans. Understands which plans Advocate Health contracts with and when a statement of financial responsibility is needed. Understands and discusses financial information and obligations with patients. Knows how and when to refer patients to Financial Advocates.
• Has knowledge of which rules, forms and questions must be enforced to make sure Advocate Health remains compliant with government agencies and regulations. Examples are HIPAA, Emergency Medical Treatment and Active Labor Act (EMTALA), Consent for Treatment, Patient Rights and Responsibilities, Important Message from Medicare (IMM), Medicare Outpatient Observation Notice (MOON), Notice of Privacy Practices, Medicare Secondary Payer Questionnaire (MSPQ), Advanced Beneficiary Notice (ABN). Obtains patient or guarantor signatures as required.
• May schedule patient appointments: may also coordinate cancellations, reschedules, wait list requests, and recall requests. Provides accurate, detailed information regarding test preparations, patient arrival time, medication/food/beverage consumption guidelines, check-in procedures, directions to facility, etc.
• Creates a welcoming and professional environment for our patients and visitors by demonstrating extraordinary customer service. Greets patients and visitors and responds to routine requests for information. Answers telephone, screens calls, and takes messages. Offers various assistance to patients to include arranging transportation needs, providing directions, locating a wheelchair, coordinating interpreter services, etc.
• Monitors and works assigned electronic health record work queues, following the department's approved process.

Licensure, Registration, and/or Certification Required:

None

Education Required:

High School Graduate.

Experience Required:

None

Knowledge, Skills & Abilities Required:

• Demonstrate the Advocate Health purpose, values and behaviors.
• Ability to work in a high profile and high stress area, working independently to set and meet deadlines, multitask and prioritize work. Must be able to handle large workloads with many interruptions in a fast-paced environment without direct supervision.
• Strong attention to detail and accuracy.
• Excellent customer service skills in a variety of situations. Must have excellent service recovery skills.
• Demonstrated independent thinking and problem-solving skills, ability to exercise judgment to triage issues and concerns.
• Excellent communication (written & verbal), customer service and interpersonal skills, ability to effectively communicate with a variety of patients, visitors, staff and physicians in a pleasant professional demeanor.
• Educate patients on the insurance coverage aspect of their care including managing the discussion for services that will not or may not be paid by their health plan.
• Interact with physicians and their staff to resolve issues related to patient care.
• Collect and manage payments including cash payments and follow security related to cash handling.
• Strong understanding and comfort level with computer systems. Demonstrated technical proficiency including experience with insurance verification/eligibility tools, EPIC electronic medical record, patient liability estimation tools, electronic email, Microsoft Office, internet browser and phone