Patient Access Representative I

Advocate Health•Chicago, IL

4d•$21 - $31•Onsite

About The Position

The Patient Access Representative I creates the initial electronic health record used by the healthcare team, helping prevent duplicate records and supporting accurate patient identification and safety. The role checks in and registers patients, verifies demographic, guarantor, and insurance information, discusses and collects patient financial responsibilities, and maintains the confidentiality of personal, financial, and medical information in accordance with HIPAA. The representative applies knowledge of insurance plans, organizational payer contracts, financial responsibility requirements, and applicable government rules and forms. They obtain required patient or guarantor signatures and refer patients to Financial Advocates when appropriate. The role may schedule appointments and coordinate cancellations, rescheduling, wait lists, and recalls, while providing patients with accurate preparation, arrival, check-in, and directions information. The position provides welcoming, professional customer service to patients and visitors, responds to routine information requests, answers and screens telephone calls, and assists with transportation, directions, wheelchairs, and interpreter services. It also monitors and works assigned electronic health record work queues according to approved processes. Work takes place in a high-profile, fast-paced area and includes frequent patient and public contact. The position is part-time PRN, with third-shift hours and weekends as needed. Initial training is full-time, onsite, for approximately four weeks.

Requirements

High school graduate.
No prior experience required.
Demonstrate Advocate Health’s purpose, values, and behaviors.
Ability to work independently in a high-profile, high-stress environment, set and meet deadlines, multitask, and prioritize amid interruptions and large workloads without direct supervision.
Strong attention to detail and accuracy.
Excellent customer service and service recovery skills.
Independent thinking, problem-solving, and judgment skills, including the ability 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.
Strong computer-system proficiency and comfort; the role uses insurance verification and eligibility tools, EPIC, patient liability estimation tools, email, Microsoft Office, internet browsers, and phone technology.
Understanding of basic medical and insurance terms and abbreviations used in scheduling and registration.
Knowledge of HIPAA and applicable state and federal 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 ability to serve as a resource to other staff.
Ability to respond quickly to patient medical-status changes and emergency situations occurring in clerical areas.
Ability to transition frequently between sitting and standing, remain seated or standing for extended periods, and move around throughout the workday.
Frequently lift up to 10 pounds and occasionally lift 20 pounds or more; push or pull up to 50 pounds with assistance.
Sensory abilities including vision, hearing, touch, and clear speech; fine motor skills for keyboard data entry.
Operate equipment necessary to perform the job.
CPR certification may be required depending on service location; notary training or licensure may be required depending on service line or facility.
May be required to travel and be exposed to weather and road conditions.

Nice To Haves

Experience with insurance verification or eligibility tools, EPIC electronic medical records, patient liability estimation tools, email, Microsoft Office, the internet, and phone technology.

Responsibilities

Create initial electronic health records and help 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 co-pays and other out-of-pocket patient responsibilities, including cash payments, while following cash-handling security procedures.
Maintain confidentiality of patient, financial, and medical information in accordance with HIPAA and internal policies.
Apply knowledge of insurance plans, organizational contracts, financial responsibility requirements, and applicable rules and forms; refer patients to Financial Advocates when appropriate.
Obtain patient or guarantor signatures required for forms and notices, including those related to HIPAA, EMTALA, consent, patient rights, Medicare notices, privacy, secondary payer status, and advance beneficiary notices.
May schedule appointments and coordinate cancellations, rescheduling, wait lists, and recall requests.
Provide accurate information about test preparation, arrival times, medication and food or beverage guidelines, check-in procedures, and facility directions.
Greet patients and visitors and respond to routine information requests with professional customer service.
Answer telephones, screen calls, and take messages.
Assist patients with transportation, directions, wheelchairs, interpreter services, and other needs.
Monitor and work assigned electronic health record work queues according to department-approved processes.
Interact with physicians and their staff to resolve issues related to patient care.
Respond quickly to patient medical-status changes and emergencies in clerical areas; escort patients to nursing units or outpatient departments as needed.
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 may be available for shifts, on-call work, and other qualifying circumstances.
Incentive pay for select positions.
Opportunity for annual performance-based increases.
Career development programs.