Patient Access Advocate, Part-time Nights

Intuitive Health•Radcliff, KY

About The Position

The Patient Access Advocate provides welcoming, professional patient service in an emergency room and urgent care setting. The role greets patients and visitors, answers and directs phone calls, performs patient registration and visit closure, and completes clerical tasks. It requires maintaining a pleasant demeanor, multitasking, and helping patients and families feel welcome through a friendly, reassuring, customer-focused experience. Registration duties include checking patients in and out, updating demographics, verifying insurance eligibility and benefits, collecting copayments, coinsurance, deductibles and other point-of-service payments, confirming paperwork is complete, and accurately documenting information in electronic systems to support clean billing. The role also performs visit follow-up activities, creates and maintains patient files, and provides wayfinding and general information to callers and visitors. The advocate assists patients and staff with copying, scanning and faxing, keeps the front desk and waiting areas presentable, and maintains a clean work environment. The role follows HIPAA and company policies, collaborates with coworkers, attends required staff meetings and huddles, and works toward daily productivity standards. The schedule is part-time nights, 7 p.m. to 7 a.m., two shifts per week, including a weekend rotation; scheduling is based on operational need.

Requirements

Minimum typing speed of 50 words per minute.
High school diploma or GED.
At least six months of work experience in a healthcare setting or one year of customer service experience.
Flexibility and effective communication and collaboration skills.
Patient/client focus, technical capacity, and exceptional communication and customer-service skills.
Basic knowledge of Microsoft Office products, including Word, Excel, and Outlook; must be computer literate.
Ability to read and comprehend simple instructions, short correspondence, and memos; write simple correspondence; and present information effectively to patients and employees.
Basic math skills, including adding, subtracting, multiplying, and dividing.
Ability to follow detailed written or oral instructions, handle problems in standardized situations, work independently, and work with individuals from diverse backgrounds.
Analytical and problem-solving skills; ability to manage conflict and request supervisor assistance when appropriate.
Ability to multitask and prioritize multiple demands effectively.
Solid work history.
Ability to work scheduled part-time night shifts from 7 p.m. to 7 a.m., two shifts per week, including a weekend rotation.

Nice To Haves

Basic understanding of insurance.
Basic understanding of medical terminology and billing codes, including DRG, ICD-10, CPT, and HCPCS.
At least one year of experience in a medical office setting.
Familiarity with health insurance and insurance verification.
Knowledge of general office equipment, including telephones, photocopiers, scanners, credit card machines, and fax machines.

Responsibilities

Greet patients and visitors in a friendly, courteous, and professional manner, in person and by phone.
Check patients in and out and perform registration and visit closure activities.
Update patient demographics, verify insurance eligibility and benefits, collect patient payments, and accurately document registration information in electronic systems.
Confirm registration paperwork is complete and account information is accurate to support clean billing.
Complete necessary follow-up activities related to patient care and visit closure.
Provide wayfinding and general information to patients, visitors, and callers.
Answer and screen phone calls, direct calls and messages to the appropriate individuals, and provide information such as directions and contact details.
Create and maintain patient files and assist with clerical tasks, including copying, scanning, and faxing documents.
Keep the front desk, waiting room, and children’s play area clean and presentable; perform cleaning tasks as needed.
Maintain a friendly, respectful, customer-focused environment for patients and families.
Follow HIPAA policies and procedures and all company policies.
Attend staff meetings and huddles as required and focus daily on attaining productivity standards.