Patient Access Representative II

Endeavor Health•Arlington Heights, IL

10d•Onsite

About The Position

The Patient Access Representative II performs complete and accurate registration and admission functions across multiple access service areas and sites. The role gathers demographic, insurance, financial, and clinical information; verifies insurance and benefits; establishes financial responsibility; supports timely reimbursement; and provides complete information to providers and users of patient data. It registers and pre-registers patients across clinical and diagnostic locations, including areas such as the Busse Center, Emergency/Admitting Department, Immediate Care Centers, Laboratory, and Cancer Services. The representative reviews physician orders for completeness and compliance with applicable regulations and organizational policies, handles required forms and documents, coordinates authorization and referral activities, and helps patients understand registration, financial, preparation, and way-finding processes. The role also supports scheduling and patient flow, maintains accurate electronic records across multiple systems, and delivers professional, compassionate customer service to patients, families, physicians, and staff. The position is part-time at 24 hours per week in Arlington Heights, Illinois, with a rotating schedule that includes evening shifts and rotating holidays.

Requirements

High school diploma required.
Minimum of 2 years of customer service work experience required.
Minimum of 1 year of experience in a healthcare patient access department or hospital required.
Previous healthcare experience involving regulatory compliance, payer requirements, HIPAA privacy and security requirements, and general revenue cycle procedures required.
Computer experience in a Windows environment and accurate keyboarding skills required.
Ability to navigate multiple software systems while following computer security protocols.
Interpersonal communication skills to interview and interact with customers and physicians and provide professional, compassionate service in person and by telephone.
Ability to work independently, exercise good judgment, and multitask in a high-stress, fast-paced service environment.
Detail orientation and analytical problem-solving skills to register patients and schedule procedures accurately.
Ability to operate routine office equipment, including facsimile machines, copiers, plate production equipment, scanners, and printers.
Ability to transact payments at the time of service and maintain a cash drawer.
Successful on-the-job completion of NCH Patient Access Specialist I competencies required.

Nice To Haves

College degree preferred.
Epic Registration and/or Scheduling experience preferred.

Responsibilities

Register and pre-register outpatients across multiple clinical, diagnostic, and access service locations, collecting and interpreting required demographic, insurance, financial, and clinical information.
Verify insurance requirements and benefits, collect non-covered fees, establish financial responsibility, and explain applicable payer policies and registration processes.
Obtain and scan consent forms, identification and insurance cards, Coordination of Benefits information, and other required documents.
Obtain and submit National Provider Identification information for providers not on staff who order outpatient diagnostic tests.
Review physician orders for completeness and compliance with Illinois Department of Public Health, Centers for Medicare & Medicaid Services, organizational, and medical staff office requirements.
Complete Medicare Secondary Payer questionnaires and initiate and explain Medicare Advance Beneficiary Notices when appropriate.
Update pre-registered accounts upon patient arrival and ensure required financial protocols are met.
Refer patients to Financial Counselors and identify cases requiring Case Management or Financial Counseling involvement.
Collaborate with internal and external customers to resolve third-party payer requirements before the date of service and verify service authorization to reduce denials.
Support primary care practices and specialty providers with utilization, authorization, and referral activities; communicate unresolved financial issues that affect appointment schedules.
Use CPT and ICD codes and online payer resources; use the estimator to determine patient financial responsibility and attempt to collect it before service.
Meet monthly cash collection goals, maintain registration accuracy of 97% or higher, resolve work queues within department standards, and balance cash receipts.
Coordinate scheduling for patients requiring multiple tests, assign electronic educational programs, and explain preparation and way-finding instructions.
Collaborate with physician offices to check in appointments and schedule tests after office visits at offsite locations.
Enter required and updated patient account information in multiple hospital information systems in compliance with EMTALA, HIPAA, payer rules, and other applicable standards.
Prepare registration forms, documents, charts, reports, labels, patient plates, identification bands, and medical record forms for distribution to appropriate departments and staff.
Notify clinical departments of patient arrival and contact clinical and scheduling staff to support patient flow and scheduling priorities.
Provide basic precepting for new hires when needed, serve as a resource for performance improvement activities, and act as a super user for registration and scheduling systems.
May perform patient receptionist or greeter duties and assist patients with way finding and transport needs.
Investigate and direct patient inquiries or complaints to appropriate medical staff and follow up to support satisfactory resolution.
Adhere to AIDET customer service principles, organizational standards, policies, and procedures, and report compliance concerns to management.
Perform other tasks supporting the clinical department as directed by the Manager of Patient Access.