Patient Access Operations Coordinator Hospital

American Addiction Centers•Burlington, WI

22h•Onsite

About The Position

The Patient Access Operations Coordinator oversees daily operations of patient service areas to ensure departmental standards and efficiency are met. This role involves educating and updating staff on changes, managing supplies within budget, assessing staffing needs, and providing leadership and support to patient services staff. The coordinator is responsible for creating and adjusting staff schedules, assisting with financial processes, supporting HR functions, ensuring accurate patient registration, verifying insurance coverage, and maintaining regulatory compliance. Additionally, they deliver exceptional customer service by greeting patients, answering inquiries, scheduling appointments, and fostering a welcoming environment.

Requirements

High school diploma or GED.
Two years of experience in either Patient Access or any of the following related experience; general physician office support or billing office, insurance office, customer service/hospitality, or call center (any industry).
Demonstrates 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, capable of explaining policies, procedures, and financial responsibilities to staff and patients.
Analytical and problem-solving skills, including data collection and interpretation for operational improvements and planning.
Ability to thrive in high-pressure environments, multitasking, prioritizing, and meeting deadlines independently in fast-paced settings.
Exceptional attention to detail and accuracy, ensuring compliance and quality in all processes.
Outstanding customer service and service recovery skills, maintaining professionalism and empathy in diverse situations.
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/federal requirements.
Ability to collaborate effectively with physicians, clinical teams, and patients, resolving issues and supporting patient care needs.
Physical mobility and stamina, including frequent sitting/standing transitions, extended periods of standing or sitting, and ability to move throughout the workday.
Ability to lift and push/pull: frequently up to 10 lbs., occasionally 20 lbs. or more, and push/pull up to 50 lbs. with assistance.
Sensory and motor requirements, including clear speech, vision, hearing, touch, and fine motor skills for keyboard data entry; flexible scheduling and on-call availability may be required.

Nice To Haves

May require travel, with exposure to weather and road conditions.
Respond promptly to patient emergencies occurring in clerical areas; CPR certification may be required based on location.
Notary licensure/training may be required depending on service line or facility.
Operate necessary equipment to perform job duties safely and effectively.
Work environment includes office and patient contact, with possible exposure to ill or contagious individuals.

Responsibilities

Oversee daily operations of patient service areas to ensure departmental standards and efficiency are met.
Educate and update staff on changes relevant to their roles, policies, and procedures.
Manage supplies by ordering within budget guidelines and departmental needs.
Assess staffing needs and communicate requirements to leadership; 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 for optimal efficiency and patient throughput, including breaks, meetings, and peak volume coverage.
Assist with financial processes, including 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; maintain HIPAA compliance and confidentiality.
Verify insurance coverage and financial responsibility, explain obligations to patients, and refer to Financial Advocates when needed.
Maintain regulatory compliance with HIPAA, EMTALA, Medicare notices, consent forms, and other required documentation; obtain signatures as needed.
Deliver exceptional customer service, including greeting patients, answering inquiries, scheduling appointments, coordinating assistance, and fostering a welcoming environment.

Benefits

Compensation Base compensation listed within the listed pay range based on factors such as qualifications, skills, relevant experience, and/or training
Premium pay such as shift, on call, and more based on a teammate's job
Incentive pay for select positions
Opportunity for annual increases based on performance
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