Patient Access Rep II - Specialty Clinics Call Center

Endeavor Health•Arlington Heights, IL

1d•$20 - $29•Onsite

About The Position

The Patient Access Representative II performs accurate patient registration and admission functions across multiple access service areas and locations. The role gathers and verifies patient demographic, insurance, financial, and clinical information; confirms insurance benefits and authorization requirements; establishes financial responsibility; collects payments; and supports timely reimbursement. The representative registers and pre-registers outpatients, interprets physician orders for completeness and regulatory compliance, obtains and scans required documents, explains registration and payer processes, and coordinates interpreter services when needed. The role supports patient scheduling and access by coordinating services for patients who need multiple tests, providing preparation and wayfinding instructions, and working with physician offices and clinical departments. It also maintains patient accounts in multiple hospital information systems, prepares registration materials, notifies clinical departments of arrivals, and helps promote efficient patient flow. The representative may precept new hires, support performance improvement activities, serve as a systems super user, and perform receptionist or greeter duties. The position emphasizes customer service, accurate registration, compliance with applicable policies and regulations, cash-handling practices, and collaboration with patients, families, physicians, payers, and internal teams. This is a full-time, 40-hour-per-week position, Monday through Friday, 8:30 AM to 5:00 PM, with coverage at surrounding offices in the area. The listed location is 3040 and 3060 Salt Creek Lane, Arlington Heights, Illinois.

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, 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 professionally and compassionately with patients, families, physicians, and staff in person and by telephone.
Ability to work independently, exercise good judgment, and multitask in a high-stress, fast-paced service environment.
Detail-oriented with analytical and problem-solving skills for patient registration and procedure scheduling.
Ability to operate routine office equipment, including fax 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 and II competencies required.

Nice To Haves

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

Responsibilities

Collect and interpret patient demographic, insurance, financial, and clinical information for registration and check-in.
Register and pre-register outpatients across multiple clinical, diagnostic, and patient access locations.
Verify insurance requirements and benefits, obtain authorizations, explain payer policies, and collect non-covered fees and other patient responsibility amounts.
Obtain, scan, and maintain consent forms, identification and insurance cards, coordination-of-benefits information, and other required documents.
Obtain and submit provider NPI information for providers not on staff who order outpatient diagnostic tests.
Review physician orders for completeness and compliance with applicable regulations, policies, and procedures.
Explain registration processes and privacy notices; complete Medicare Secondary Payer questionnaires and initiate Medicare Advance Beneficiary Notices when appropriate.
Refer patients to Financial Counselors and identify cases requiring Case Management or Financial Counseling involvement.
Work with internal and external customers to resolve payer requirements before service and reduce denials through timely authorization verification.
Use CPT and ICD codes and online payer resources; use the estimator to determine patient financial responsibility.
Meet monthly cash collection goals, log collected cash receipts, maintain a balanced cash drawer, and meet registration accuracy expectations of 97% or higher.
Resolve work queues within department standards to release billing holds and support timely reimbursement.
Coordinate scheduling for patients requiring multiple tests, assign electronic educational programs, and explain preparation and wayfinding instructions.
Collaborate with physician offices to check in appointments and schedule tests at offsite locations after office visits.
Record required and updated information in patient accounts across multiple hospital information systems in accordance with applicable regulations and standards.
Prepare registration forms, documents, charts, reports, labels, patient plates, identification bands, and medical records materials for appropriate departments and staff.
Notify clinical departments of patient arrivals and help promote efficient patient flow and service prioritization.
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 patients with wayfinding and transport needs, and contact clinical or scheduling staff as needed.
Investigate and direct patient inquiries or complaints to appropriate medical staff and follow up to support resolution.
Provide customer service consistent with AIDET principles and adhere to organizational standards, policies, procedures, and compliance-reporting expectations.