Patient Access Advocate, Part-time Mid shift

Intuitive Health•Zionsville, IN

About The Position

The Patient Access Advocate provides welcoming, professional front-desk service to patients and families in an integrated emergency room and urgent care setting. The role handles patient registration, check-in and check-out, insurance verification, point-of-service payment collection, electronic health record and database entry, visit closure, and general clerical support. The advocate helps ensure registration information is accurate for billing and provides wayfinding and information to patients and visitors. A pleasant demeanor, multitasking, and consistently strong customer service are essential. The position is part-time, with shifts from 9:00 a.m. to 9:30 p.m. and approximately two to four shifts per two-week pay period. Employees use a flexible six-week self-scheduling process, subject to scheduling guidelines, and scheduling is based on operational needs. Training and support are available for candidates with customer-facing experience who are entering healthcare. This is a non-exempt role in a healthcare setting. It may involve routine contact with patients who have contagious illnesses or diseases, moderate noise exposure, and use of standard office equipment. The position includes standing, walking, sitting, reaching, hand use, talking, and listening, and may require lifting up to 10 pounds.

Requirements

High school diploma or GED.
Minimum typing speed of 50 words per minute.
At least six months of work experience in a healthcare setting or one year of customer service experience.
Exceptional communication and customer service skills.
Flexibility, collaboration skills, and a patient/client focus.
Basic knowledge of Microsoft Word, Excel, and Outlook; must be computer literate.
Ability to read and comprehend simple instructions, short correspondence, and memos, and to write simple correspondence.
Ability to present information effectively to patients and other employees.
Basic math skills, including addition, subtraction, multiplication, and division.
Ability to follow detailed written or oral instructions and handle problems in standardized situations.
Ability to work independently and with people from diverse backgrounds.
Analytical and problem-solving skills, including the ability to manage conflict and request supervisory assistance appropriately.
Ability to multitask and prioritize multiple demands effectively.
Solid work history.
Ability to perform the listed physical activities, with lifting up to 10 pounds potentially required.

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.

Responsibilities

Greet patients in person and by phone in a friendly, courteous, and professional manner.
Check patients in and out and perform registration functions, including updating demographics and documenting registration information in an electronic system.
Verify insurance eligibility and benefits using an online system or by contacting the payer.
Collect copayments, coinsurance, deductibles, and other payments due at the point of service or during visit closure.
Confirm that patient accounts and paperwork contain accurate and complete information to support clean billing.
Complete visit closure and any required follow-up activities.
Provide wayfinding and information to patients, families, and visitors.
Answer and screen calls, route them to the appropriate person, take and direct messages, and provide information such as location directions and contact details.
Assist staff and patients with clerical work, including copying, scanning, faxing, and creating and maintaining patient files.
Keep the front desk, waiting room, children's play area, and work environment clean and presentable, including performing cleaning tasks as needed.
Follow HIPAA policies and procedures and all company policies.
Promote a friendly and respectful work environment and provide a reassuring, patient-focused experience.
Attend staff meetings and huddles as required.
Meet productivity standards and manage competing tasks and priorities.