Patient Access Representative Associate Primary Care Scheduling

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 in accessing services, navigating questions, and resolving problems. The role creates a positive experience through inbound and outbound calls, online chat, email, and other contacts, while following established procedures and quality guidelines in support of Patient Access Services Center performance indicators and corporate values.

The position may include training and assignment to core scheduling duties for other service lines as business demands fluctuate. It is a part-time role scheduled for 20 hours per week, from 10:30 a.m. to 2:30 p.m., on variable days and every third weekend. The employee must reside in Michigan.

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, verification, authorization, billing, and claim status.
• Identify and resolve or escalate customer concerns and complaints promptly.
• Place outbound welcome calls to members to educate them about their benefits as needed.
• Assist walk-in members and agents if assigned by leadership.
• Follow procedures and quality guidelines supporting the service promise, key drivers, performance indicators, corporate values, and codes of excellence.
• Identify potential trends or issues affecting health plan members and suggest process improvements with coworkers and leadership.
• Assist customers with administrative issues, including submitting enrollment record changes, providing coverage or benefit letters, and obtaining and relaying member information to other departments as needed.
• Facilitate claims resolution by routing member calls and correspondence to appropriate departments for follow-up.
• Track and document customer service interactions in appropriate systems according to guidelines.
• Maintain productivity, customer availability, and adherence to the work schedule.
• May train for and perform core scheduling duties for other service lines to meet changing 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 addressing 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 match savings.

What This Job Offers

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