Patient Access Operations Coordinator-Hospital

Advocate Health and Hospitals Corporation•Port Washington, WA

About The Position

The Patient Access Operations Coordinator oversees daily operations in patient service areas, supporting departmental standards, efficiency, and patient throughput. The role provides leadership and operational support to patient services staff through training, orientation, work direction, scheduling, and performance input. It also supports staffing, supply management, financial processes, and HR functions. The coordinator ensures accurate patient registration and helps patients understand insurance coverage and financial responsibility. The position maintains compliance with HIPAA and other applicable regulatory requirements, supports required documentation and signatures, and delivers customer service through patient greetings, inquiries, appointment scheduling, and coordination of assistance. Work is based in Grafton, Wisconsin, with availability between 7:00 a.m. and 7:30 p.m., Monday through Friday, occasional weekends based on department needs, and two rotating holidays per year. The position is full-time, 40 hours per week.

Requirements

High school diploma or GED.
Two years of experience in Patient Access or related experience in general physician office support, a billing office, an insurance office, customer service or hospitality, or a call center in any industry.
Demonstrated organizational values and behaviors, serving as a role model for Advocate Health’s purpose and standards.
Effective leadership and team-building skills, including delegation, motivating staff, managing priorities, and decision-making.
Strong communication and interpersonal abilities to explain policies, procedures, and financial responsibilities to staff and patients.
Analytical and problem-solving skills, including collecting and interpreting data for operational improvements and planning.
Ability to multitask, prioritize, and meet deadlines independently in fast-paced, high-pressure settings.
Exceptional attention to detail and accuracy.
Outstanding customer service and service recovery skills, with professionalism and empathy.
Technical proficiency with healthcare systems, including EPIC, insurance verification tools, patient liability estimation, Microsoft Office, and related technologies.
Knowledge of medical terminology, insurance processes, and regulatory compliance, including HIPAA and applicable state and federal requirements.
Ability to collaborate effectively with physicians, clinical teams, and patients to resolve issues and support patient care needs.
Ability to travel as required, with exposure to weather and road conditions.
CPR certification may be required depending on location.
Notary licensure or training may be required depending on service line or facility.
Physical mobility and stamina for frequent sitting and standing transitions, extended sitting or standing, and movement throughout the workday.
Ability to lift and push or pull loads: frequently up to 10 pounds, occasionally 20 pounds or more, and push or pull up to 50 pounds with assistance.
Clear speech, vision, hearing, touch, and fine motor skills for keyboard data entry.
Flexible scheduling and on-call availability may be required.

Responsibilities

Oversee daily operations of patient service areas to ensure departmental standards and efficiency.
Educate and update staff about changes relevant to their roles, policies, and procedures.
Order supplies within budget guidelines and departmental needs.
Assess staffing needs, communicate requirements to leadership, and ensure compliance with personnel policies.
Provide leadership and support to patient services staff, including training, orientation, work direction, and performance input.
Create and adjust staff schedules to support efficiency and patient throughput, including breaks, meetings, and peak-volume coverage.
Assist with point-of-service collections, cash reconciliation, and bank deposits; monitor department work queues.
Support HR functions such as interviewing, onboarding, staff development, and resolving employee concerns.
Ensure accurate patient registration, including demographic, insurance, and financial information, while maintaining HIPAA compliance and confidentiality.
Verify insurance coverage and financial responsibility, explain obligations to patients, and refer patients to Financial Advocates when needed.
Maintain regulatory compliance with HIPAA, EMTALA, Medicare notices, consent forms, and other required documentation; obtain signatures as needed.
Provide customer service by greeting patients, answering inquiries, scheduling appointments, coordinating assistance, and fostering a welcoming environment.
Respond promptly to patient emergencies occurring in clerical areas.
Operate necessary equipment safely and effectively.