Patient Portal Rep

Advocate Health and Hospitals Corporation • Milwaukee, WI

2d • Remote

About The Position

The Patient Portal Rep supports patients, proxies, physician offices, and internal teams through a high-volume call center environment. This fully remote, full-time role responds to inbound calls and messages, investigates inquiries, resolves service issues, and coordinates with appropriate departments on patient portal, billing, release of information, and HIPAA patient change requests. The representative documents actions, follows up as needed, and uses established service recovery guidelines to provide outstanding customer service.

The role also processes patient portal proxy access requests, verifies proxy signatures and authorizations, ensures compliance with applicable policies and state and federal/HIPAA requirements, and files paperwork in the appropriate health information record location. The representative may assist with complex problem resolution, employee training, quality monitoring, and auditing, and creates and updates departmental process documentation.

Requirements

• High school graduate.
• Typically requires 2 years of experience in customer service, release of information, or health information records within a healthcare environment.
• Excellent customer service and follow-up skills.
• Ability to speak with customers to resolve issues, research and document calls on a computer, and listen actively and respond with empathy.
• Strong computer skills, including Microsoft Office or similar products, electronic mail, and electronic medical record systems.
• Ability to navigate multiple systems and computer screens.
• Demonstrated ability to work independently and as part of a team.
• Strong multitasking, organizational, and time-management skills.
• Ability to adapt to change, prioritize workload, and work under pressure in a fast-paced environment with time constraints.
• Ability to handle escalated calls and resolve issues before they become escalated complaints.
• Ability to represent Advocate Aurora Health and its values to patients.
• Must be able to sit for the majority of the workday, reach above the head, bend, and stoop.
• Must be able to lift and carry up to 20 lbs. frequently and up to 50 lbs. occasionally.
• Must be able to perform repetitive motions using hands, wrists, and/or fingers and operate all equipment necessary to perform the job.

Responsibilities

• Answer inbound messages and calls and respond to customer needs in a high-volume call center environment.
• Respond to complaints and resolve problems using established service recovery guidelines; handle escalated calls and attempt resolution before they become escalated complaints.
• Use appropriate discretion to address customer needs, resolve issues, and provide outstanding customer service.
• Coordinate with appropriate departments to resolve questions or issues related to the patient portal, billing, release of information, and HIPAA patient change requests (amendments).
• Accurately document and update actions taken.
• Act as a resource for teams and assist with complex issues, problem solving, and resolution; may assist with employee training.
• Investigate and respond to phone and written inquiries from patients, proxies, and physician offices.
• Contact outside sources for additional information to resolve inquiries.
• Gather and document information, troubleshoot customer inquiries and issues, recognize trends, and report them to higher-level staff as needed.
• Obtain and report daily, weekly, and monthly statistics.
• May assist with monitoring and auditing work quality.
• Proactively follow up with patients or proxies when additional information is needed to answer inquiries and resolve issues.
• Receive and identify requests for patient portal proxy access.
• Review and verify proxy signature accuracy and ensure authorizations comply with the request, authorization, policies, and state and federal/HIPAA regulations and guidelines.
• Scan and file proxy paperwork in the appropriate location of the health information record.
• Create and update detailed process documentation for the departmental manual.
• Perform other related duties as required.

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
• Financial wellness programs
• Educational Assistance Program
• Career development programs
• Potential premium pay, incentive pay for select positions, and annual increases based on performance

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED