Patient Access Advocate, Full-time Overnights, Paradise Valley

Intuitive Health•Scottsdale, AZ

About The Position

The Patient Access Advocate greets patients and visitors, answers and directs phone calls, enters information into the electronic health record, and performs general clerical duties. The role requires a consistently pleasant and professional demeanor, strong multitasking, and a focus on making patients and families feel welcome. The position performs patient registration, including updating demographics, verifying insurance eligibility and benefits, collecting point-of-service payments, and documenting information in an electronic system. It confirms account information is accurate for billing and completes visit-closure activities and related follow-up. The advocate also provides wayfinding and customer service to patients and visitors. This is a full-time overnight position with a stated shift of 6:00 p.m. to 6:30 a.m.; days vary. Scheduling is based on operational need. The position is non-exempt and operates in a healthcare setting, where the employee may routinely encounter patients with contagious illnesses or diseases.

Requirements

Minimum typing speed of 50 words per minute.
High school diploma or GED.
At least 6 months of work experience in a healthcare setting or 1 year of customer service experience.
Effective communication and collaboration skills, with a strong patient/client focus.
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 addition, subtraction, multiplication, and division.
Ability to follow detailed written or oral instructions, handle problems in standardized situations, and work independently and self-directed.
Ability to work with people from diverse backgrounds, manage conflict, and request supervisor assistance when needed.
Analytical and problem-solving skills; ability to perform multiple tasks simultaneously and prioritize competing demands effectively.
Flexibility and a solid work history.
Ability to stand, walk, use hands, reach, sit, talk, and listen; may need to lift up to 10 pounds.
Ability to work in a healthcare setting with moderate noise exposure and possible routine contact with patients who have contagious illnesses or diseases.

Nice To Haves

Basic understanding of insurance.
Basic understanding of medical terminology and billing codes, including DRG, ICD-10, CPT, and HCPCS.
At least 1 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 in person and by phone in a friendly, courteous, and professional manner.
Check patients in and out, register them, update demographic information, and document registration information in the electronic system.
Verify insurance eligibility and benefits using an online verification system or by contacting payers directly.
Collect copayments, coinsurance, deductibles, and other payments at the point of service and during visit closure.
Confirm that registered accounts contain accurate information to support clean billing and that paperwork is completed correctly.
Perform visit-closure activities and any necessary follow-up activities.
Answer and screen phone calls, direct callers to the appropriate person, take and direct messages, and provide location and other company information.
Create and maintain patient files and assist staff and patients with clerical tasks, including copying, scanning, and faxing.
Provide wayfinding and a customer-focused, reassuring environment for patients and families.
Keep the front desk, waiting room, and children’s play area clean and presentable; maintain a clean work environment, including tasks such as emptying trash, vacuuming, mopping, and cleaning counters.
Encourage a friendly and respectful work environment.
Follow HIPAA policies and procedures and all company policies.
Attend staff meetings and huddles as required and maintain daily focus on productivity standards.