Patient Access Representative Associate Radiology

Corewell Health • Kentwood, MI

1d • Onsite

About The Position

The Patient Access Representative Associate assists and educates patients, providers, medical office staff, and health system staff with accessing services, navigating questions, and resolving problems. The role delivers an exceptional experience through inbound and outbound calls, online chat, email, and other contact methods while following established procedures and quality guidelines. It supports Patient Access Services Center performance indicators and the organization’s service promise, values, and codes of excellence.

The position is based at the Care Center Breton in Kentwood, Michigan. It 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 role may include training and assignment to perform core scheduling duties for other service lines as business needs 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.
• Interact with customers professionally and pleasantly.
• Work with internal and external resources to provide information and education about benefits, eligibility, 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 if assigned by leadership.
• Follow established procedures and quality guidelines, supporting the Priority Health 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 with administrative issues, including submitting enrollment record changes, providing letters explaining coverage or benefits, and obtaining and relaying member information to other departments as needed.
• Facilitate claims resolution by directing follow-up on member calls and correspondence to the appropriate departments.
• Track and document customer service interactions in appropriate systems according to guidelines.
• Maintain productivity, availability to customers, and adherence to the work schedule.
• May train for and perform core scheduling duties for other service lines to meet fluctuating business demands.
• Participate in safety initiatives and risk-mitigation measures where appropriate, and complete required position- and unit-related safety competencies 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 offers on restaurants, phone plans, spas, and other services.
• 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