Patient Access Representative II

Endeavor Health•Arlington Heights, IL

1d•$20 - $29•Onsite

About The Position

The Patient Access Representative II performs accurate registration and admission functions across multiple patient access services areas and sites. The role collects and interprets demographic, insurance, financial, and clinical information; verifies insurance benefits and requirements; collects applicable fees; and helps ensure complete information for reimbursement and patient care. The representative registers and pre-registers outpatients across clinical and diagnostic locations and may support areas including the Busse Center, Emergency/Admitting Department, Immediate Care Centers, Laboratory, and Cancer Services. The role explains registration and privacy processes, obtains required consents and documents, reviews physician orders for completeness and regulatory compliance, and updates patient accounts across multiple hospital information systems. It also supports financial clearance by verifying authorizations, resolving payer requirements, referring patients to financial counseling when appropriate, and meeting cash collection, registration accuracy, and work-queue standards. The representative coordinates scheduling for patients needing multiple tests, provides preparation and wayfinding instructions, and collaborates with physician offices and clinical departments to support efficient patient flow. The role may assist with precepting new hires, serve as a resource or system super user, greet and direct patients, and address patient inquiries or complaints. It follows applicable organizational policies and regulatory requirements and provides compassionate customer service in keeping with AIDET principles. This is a part-time position of 24 hours per week in Arlington Heights, Illinois. The schedule rotates between two weekly patterns: Sunday, Tuesday, Thursday, and Friday from 3:00 p.m. to 11:30 p.m. in Week 1; and Tuesday and Saturday from 3:00 p.m. to 11:30 p.m. in Week 2. Rotating holidays are required. The hourly pay range is $20.29–$29.42, with the offered rate determined in part by expertise and years of experience.

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 with regulatory compliance, payer requirements, HIPAA privacy and security requirements, and general revenue cycle procedures required.
Computer experience in a Windows environment required.
Ability to navigate multiple computer software systems and use accurate keyboard skills while following computer security protocols.
Interpersonal communication skills to interview and interact with patients, families, physicians, and staff in person and by telephone, while providing professional and compassionate service.
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 appropriately.
Ability to operate routine office equipment, including fax machines, copiers, plate production equipment, scanners, and printers.
Ability to process 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

Perform complete and accurate registration and admission functions across multiple access service areas or sites.
Collect and interpret patient demographic, insurance, financial, and clinical information; verify insurance requirements and benefits; and collect non-covered fees.
Register and pre-register outpatients in multiple clinical and diagnostic locations, including access areas outside the hiring location.
Offer or schedule interpreter services when needed and obtain and scan consents, identification, insurance cards, Coordination of Benefits documents, and other required paperwork.
Obtain and submit National Provider Identification information for providers not on staff who order outpatient diagnostic tests.
Review and interpret physician orders for completeness and compliance with regulatory requirements and organizational policies.
Explain registration processes and privacy notifications, establish financial responsibility, complete Medicare Secondary Payer questionnaires when applicable, and initiate and explain Medicare Advance Beneficiary Notices when appropriate.
Update pre-registered patient accounts upon arrival and ensure registration information is accurate and complete.
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.
Maintain current knowledge of insurance requirements and support primary care and specialty providers with utilization, authorization, and referral activities.
Use CPT and ICD codes and online payer resources; use estimators to determine patient financial responsibility and attempt to secure payment before the date of service.
Meet monthly cash collection goals, maintain registration accuracy at 97% or higher, resolve work queues within department standards, and balance and log cash receipts.
Coordinate scheduling for patients requiring multiple tests, assign electronic educational programs, explain preparation and wayfinding instructions, and coordinate appointments and tests at offsite locations.
Record required and updated patient-account information in multiple hospital information systems in accordance with applicable regulations and standards.
Prepare registration forms, documents, charts, reports, labels, patient plates, identification bands, and medical-record forms for distribution; notify clinical departments when patients arrive.
May provide basic precepting for new hires, support performance-improvement activities, and serve as a super user for registration and scheduling systems.
May serve as a receptionist or greeter, assist with wayfinding and transport needs, and contact clinical departments and scheduling staff to support patient flow and scheduling priorities.
Investigate and direct patient inquiries or complaints to appropriate medical staff and follow up to ensure satisfactory resolution.
Adhere to organizational standards, policies, procedures, customer-service expectations, and AIDET principles; report compliance concerns to management.