Patient Access Representative I

Advocate Health•Chicago, IL

4d•$21 - $31•Onsite

About The Position

The Patient Access Representative I creates and maintains accurate initial electronic health records, checks in and registers patients, verifies demographic, guarantor, and insurance information, and discusses and collects copayments and other patient financial responsibilities. The role protects patient safety by using identifiers to prevent duplicate records and ensure positive identification before care, while maintaining confidentiality in accordance with HIPAA and applicable policies. The representative understands insurance plans and organizational contracts, explains financial obligations and coverage, and refers patients to Financial Advocates when appropriate. The role enforces required rules, forms, questions, and signatures to support compliance with applicable government requirements and organizational policies, including HIPAA and EMTALA. The representative may schedule appointments and coordinate cancellations, rescheduling, wait lists, and recalls; provide preparation and arrival instructions; and monitor assigned electronic health record work queues. The role creates a welcoming, professional environment for patients and visitors by providing customer service, answering telephones, responding to routine information requests, and coordinating assistance such as transportation, directions, wheelchairs, or interpreter services. Work takes place in a high-profile, fast-paced patient-facing environment and may involve responding to emergencies in clerical areas, escorting patients, and adjusting schedules to department needs.

Requirements

High school graduate.
Demonstrate Advocate Health purpose, values, and behaviors.
Able to work independently in a high-profile, high-stress, fast-paced area; set and meet deadlines; multitask and prioritize; and manage large workloads with interruptions and without direct supervision.
Strong attention to detail and accuracy.
Excellent customer service and service recovery skills.
Independent thinking and problem-solving skills, with judgment to triage issues and concerns.
Excellent written and verbal communication and interpersonal skills; communicate professionally with patients, visitors, staff, and physicians.
Ability to educate patients about insurance coverage and discuss services that may not be paid by their health plan.
Ability to collect and manage payments and follow cash-handling security procedures.
Strong comfort with computer systems and technical proficiency with relevant registration and office technology.
Understanding of basic medical and insurance terminology and abbreviations used in scheduling and registration.
HIPAA-compliant knowledge of applicable state and federal rules and regulations, and ability to handle sensitive and confidential information according to internal policies.
General understanding of Medicare, Medicaid, managed care, and commercial insurance; ability to explain Medicare, HIPAA, and EMTALA rules and comply with updates to insurance pre-certification requirements.
Excellent organizational skills and demonstrated ability to act as a resource to other staff.
Able to meet the physical requirements of the role, including frequent transitions between sitting and standing, mobility throughout the workday, lifting, pushing, and pulling as described in the posting.
Able to operate equipment necessary to perform the job.
Clear speaking ability and sensory capabilities including vision, hearing, and touch.

Nice To Haves

Experience with insurance verification or eligibility tools, EPIC electronic medical record, patient liability estimation tools, email, Microsoft Office, internet, and phone technology.
CPR certification may be required depending on service location.
Notary training or licensure may be required depending on service line or facility.

Responsibilities

Create accurate initial electronic health records and prevent duplicate medical records.
Use identifiers to positively identify patients before care is delivered.
Check in and register patients; obtain and verify demographic, guarantor, and insurance information.
Discuss and collect copayments and other out-of-pocket responsibilities, including managing cash securely.
Maintain confidentiality of patient personal, financial, and medical information in accordance with HIPAA and organizational policies.
Explain insurance coverage, financial obligations, applicable rules, and services that may not be covered; refer patients to Financial Advocates when appropriate.
Enforce applicable rules, forms, questions, and signature requirements, including those associated with HIPAA, EMTALA, patient rights, Medicare notices, and other listed compliance requirements.
Schedule appointments as applicable and coordinate cancellations, rescheduling, wait-list requests, and recall requests.
Provide accurate information about test preparation, arrival times, medication or food and beverage guidelines, check-in procedures, and facility directions.
Greet patients and visitors, respond to routine information requests, answer and screen telephone calls, and take messages.
Arrange or coordinate patient assistance such as transportation, directions, wheelchairs, and interpreter services.
Monitor and work assigned electronic health record queues according to department processes.
Interact with physicians and their staff to resolve patient-care-related issues.
Respond quickly to patient medical status changes and emergencies in clerical areas; escort patients to nursing units or outpatient departments when necessary.
May work a flexible schedule to meet department needs.

Benefits

Paid Time Off programs
Medical, dental, vision, life, and short- and long-term disability benefits
Flexible Spending Accounts for eligible health care and dependent care expenses
Adoption assistance and paid parental leave
Defined contribution retirement plans with employer match and other financial wellness programs
Educational Assistance Program
Premium pay such as shift and on-call pay, where applicable
Incentive pay for select positions
Opportunity for annual increases based on performance
Career development programs