Patient Service Representative I Med Grp

aah; Two Rivers (WI); On-site; USD 27,000 - 41,000; Full time

Job summary

Advocate Health is seeking a patient access specialist to support registration and intake processes. You will create the initial electronic health record, verify demographic and insurance data, and collect co-pays to ensure accurate billing from the outset.

You will work in a fast-paced environment, maintaining HIPAA compliance, delivering excellent customer service, and coordinating with clinicians to keep patient information safe and up to date.

Qualifications

• High School Diploma or GED required.
• No prior experience required.
• Demonstrated ability to handle high-volume workloads.

Responsibilities

• Create initial electronic health record as foundation of patient chart.
• Check in and register patients; gather demographics, insurance info, and co-pays.
• Explain insurance basics and refer to Financial Advocates when needed.
• Maintain HIPAA compliance and protect patient confidentiality.
• Schedule appointments, cancellations, and recalls with accuracy.
• Assist staff with HIM-related tasks and patient portal support.
• Greet patients and maintain a welcoming, professional environment.

Skills

Advocate Health values

Multitasking

Attention to detail

Customer service

Problem solving

Communication

Education

High School Diploma

Job description

Department:

02040 ABHC Behavioral Health Manitowoc Cty - Behavioral Health

Status:

Full time

Benefits Eligible:

Yes

Hours Per Week:

40

Schedule Details/Additional Information:

Monday - Friday. Hours vary from 7:00am - 6:00pm

Pay Range:

$19.80 - $29.70

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 AAH 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 AAH 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 , including virtual and procedural ; may also coordinate cancellations, reschedules, wait list requests, and recall requests. May p rovide accurate , detailed information regarding test preparations, patient arrival time, medication/food/beverage consumption guidelines, check-in procedures, directions to facility, etc. May perform visit closure, including checking out patients after their visit, scheduling follow-up appointment(s), and providing patients with the after-visit summary. May educate and support patients with the patient portal/app.
• 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. 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. Offers various assistance to patients to include: arranging transportation needs, providing directions, locating a wheelchair, coordinating interpreter services, etc. May be responsible for e- scanning documents to Health Information Management (HIM), addressing incoming/outgoing fax, addressing inbasket messages via the electronic health record, and following direction from the clinical team for emergent needs.
• Monitors and works assigned electronic health record work queues, following the department's approved process.
• May assist department leadership with orientation and training.

Licensure, Registration, and/or Certification Required:

None Required.

Education Required:

High School Diploma or GED.

Experience Required:

None Required.

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 manage high-volume workloads with many interruptions in a fast-paced environment without direct supervision. May be cross-trained across various specialties and provide staffing support as needed.
• 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