Patient Portal Rep

Advocate Health•Milwaukee, WI

3d•$22 - $33•Remote

About The Position

The Patient Portal Rep supports patients, proxies, and physician offices in a high-volume call center environment. The role responds to inbound messages and calls, investigates inquiries, troubleshoots portal-related issues, and works with relevant departments on matters involving the patient portal, billing, release of information, and HIPAA patient change requests. The representative documents actions and updates records, follows up as needed, and uses service recovery guidelines to resolve complaints and escalated calls. The role also processes patient portal proxy access requests by verifying proxy signatures and ensuring authorizations comply with applicable requests, policies, and state and federal/HIPAA regulations. Additional responsibilities include documenting processes, reporting statistics and trends, assisting with quality monitoring and employee training, and serving as a resource for complex issues. This is a fully remote, full-time position with a 40-hour workweek.

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, including the ability to discuss and resolve customer issues, research them, and document calls on a computer.
Ability to listen actively, respond with empathy, and build rapport and understanding with a variety of customers.
Strong computer skills, including Microsoft Office or similar products, electronic mail, and electronic medical record systems; ability to navigate multiple systems and screens.
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.
Able to sit for the majority of the workday, reach above the head, bend, stoop, lift and carry up to 20 pounds frequently and up to 50 pounds occasionally, and perform repetitive motions using the hands, wrists, and/or fingers.
Able to 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.
Resolve complaints and problems using established service recovery guidelines, including handling escalated calls and attempting to resolve issues before they become escalated complaints.
Use appropriate discretion to address customer needs and provide outstanding customer service.
Coordinate with appropriate departments to resolve questions or issues involving the patient portal, billing, release of information, and HIPAA patient change requests (amendments).
Accurately document and update actions taken.
Assist teams with complex issues and problem solving, and may provide necessary employee training.
Investigate and respond to phone and written inquiries from patients, proxies, and physician offices; contact outside sources for additional information as needed.
Gather and document information, troubleshoot inquiries, recognize trends, and report issues 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 to answer inquiries and resolve issues.
Receive and identify patient portal proxy access requests; review and verify proxy signatures and ensure authorizations comply with requests, 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 departmental process documentation.