Patient Access Representative Associate Radiology

Corewell Health • Kentwood, MI

3d • Onsite

About The Position

The Patient Access Representative Associate Radiology assists and educates patients, providers, medical office staff, and health system staff with accessing services, navigating questions, and resolving problems. The representative creates an exceptional experience through inbound and outbound calls, online chat, email, and other contacts. The role follows established procedures and quality guidelines in support of Patient Access Services Center performance indicators and Corewell Health’s values and service standards.

The position is full time, with a 9:00 a.m. to 5:30 p.m. schedule, Monday through Friday, and variable weekends. The employee must reside in Michigan. The position is based at the Care Center Breton in Kentwood, Michigan, in the Contact Center Radiology department. The representative may be trained and assigned to perform core scheduling duties for other service lines as business demands fluctuate.

Requirements

• High school diploma or equivalent.
• At least 1 year of relevant experience.
• Must reside in the state of Michigan.

Nice To Haves

• Associate’s degree.

Responsibilities

• Analyze, evaluate, resolve, and respond to service inquiries from members, providers, employer groups, colleagues, agents, Elite agents, and others within departmental guidelines.
• Provide professional and pleasant interactions with customers.
• Work with internal and external resources to provide information and education about benefits, eligibility requirements, verification, authorization, billing, and claim status.
• Identify and resolve customer concerns or complaints, or escalate them promptly to achieve positive outcomes.
• Make outbound welcome calls to members to educate them about their benefits as needed.
• Assist walk-in members and agents when assigned by leadership.
• Follow established procedures and quality guidelines in support of the service promise, key drivers, performance indicators, and corporate values.
• Identify potential trends or issues affecting health plan members and work with coworkers and leadership to suggest process improvements.
• Assist customers with administrative issues, including enrollment record changes, letters explaining coverage or benefits, and obtaining or relaying member information to other departments as needed.
• Facilitate claims resolution by following up on member calls and correspondence with the appropriate departments.
• Track and document customer service interactions in appropriate systems according to guidelines.
• Maintain productivity, customer availability, and adherence to the work schedule.
• Complete assigned core scheduling duties for other service lines after training, as needed to meet business demands.
• Participate in safety initiatives and risk-mitigation measures, and complete position- and unit-related safety competencies and requirements on time.
• Perform other duties as assigned.

Benefits

• Comprehensive benefits package supporting financial, health, and work/life balance goals.
• On-demand pay program powered by Payactiv.
• Discounts directory with deals on restaurants, phone plans, spas, and other offerings.
• Optional identity theft protection, home insurance, and auto insurance.
• Traditional and Roth retirement options with service contribution and matching savings.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED