HIM OPS PATIENT PORTAL REPRESENTATIVE

American Addiction Centers • Milwaukee, WI

19h • Onsite

About The Position

This position is for a HIM Ops Patient Portal Representative within the Enterprise Revenue Cycle - HIM Ops ROI Patient Portal Support Department. It is a full-time, benefits-eligible role with 40 hours per week, scheduled Monday-Friday from 10:30 AM - 7:00 PM, with eligibility for a second shift premium. Training during the first shift is preferred. Advocate Health is the third-largest nonprofit, integrated health system in the United States, formed from the combination of Advocate Aurora Health and Atrium Health. It provides care under 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. The system services nearly 6 million patients, engages in hundreds of clinical trials and research studies with Wake Forest University School of Medicine as its academic core, and is recognized for expertise in various medical fields. Advocate Health employs 155,000 teammates across 69 hospitals and over 1,000 care locations, offering one of the nation’s largest graduate medical education programs. The organization is committed to equitable care, providing over $6 billion in annual community benefits. The company emphasizes transformation, patient experience, reshaping access through technology and numerous care sites, inspiring professionals through a diverse workforce, and transforming care with world-class doctors, innovative solutions, and leading-edge research.

Requirements

• High School Graduate or Equivalent
• Typically requires 1-2 years of experience in customer service, Healthcare, or Health Information Management
• Excellent customer service skills.
• Ability to speak with customers to resolve issues, along with research and documentation of the call on a computer.
• Works with a variety of customers and actively listens and responds with empathy to build rapport and understanding.
• Highly skilled with computers, including the use of Microsoft office or similar productions, Outlook, electronic medical record systems and proficient keyboarding skills.
• Navigates between multiple systems and computer screens.
• Demonstrated ability to work well independently and as a team.
• Strong multi-tasking, organizations, and time management skills.
• Adapts well to change.
• Ability to prioritize workload, and work under pressure in a fast-paced environment with time constraints.
• Ability to represent organization values to patients
• Excellent spelling, grammar and punctuation skills

Nice To Haves

• Preferred experience in customer service, release of information, health information management, or healthcare billing.
• Ability to read and comprehend medical terminology, human anatomy, and disease processes, and state and federal regulations related to HIPAA and release of medical information.

Responsibilities

• Answers inbound messages and calls and responds to customer needs in a high-volume call center environment to service and retain customers.
• Responds to complaints and resolves problems using established service recovery guidelines.
• Handles all escalated calls, attempting to resolve issues before they become escalated complaints.
• Receives and identifies requests for patient portal proxy access.
• Reviews and verifies accuracy of proxy signatures.
• Ensure all proxy authorizations are in compliance with the request, authorization, policies along with federal and state privacy laws and HIPAA regulations.
• Scans/files all proxy paperwork to the appropriate locations of the legal health record.
• Takes action, using appropriate discretion, to address customer needs, resolve issues and provide outstanding customer service.
• Works with appropriate departments to resolve questions and or issues related to the patient portal, billing, release of information and HIPAA patient requests for amendments.
• Accurately and timely documents and updates actions taken.
• Acts as a resource, assists teams and is able to perform complex issues with resolution, and may assist in providing necessary employee training.
• Investigates and responds to all inquiries from patients/proxies and physician offices.
• Makes calls to outside sources for additional information to ensure all inquiries are resolved.
• Gathers and documents information and troubleshoots customer inquiries and issues by recognizing trends and reporting to leaders as needed.
• Obtains and reports daily, weekly and monthly statistics.
• May assist with monitoring and auditing work quality.
• Proactively follows up with the patient/proxy about information as needed to answer inquiries and resolve issues.

Benefits

• Comprehensive suite of Total Rewards: benefits and well-being programs
• Competitive compensation
• Generous retirement offerings
• Programs that invest in your career development
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 1-10 employees