Patient Representative - Full Time 80 Hours Per Pay Period: (Bronson Cancer Center) - Kalamazoo

Bronson Healthcare•Kalamazoo, MI

5d•Onsite

About The Position

Patient Representatives support efficient patient access throughout Bronson by greeting and registering patients, collecting and entering demographic and insurance information, verifying coverage, scheduling appointments, providing financial information and estimates, and collecting payments. They apply current billing and coding knowledge, help resolve patient financial concerns and arrange payment plans, and understand how accurate, complete information affects patient care, satisfaction, and the revenue cycle. The role works in a team environment and is expected to provide exceptional customer service. Other duties may be assigned, and employees providing direct patient care must demonstrate competencies specific to the population served. For the Cancer Center, the position may also involve assisting employees and visitors with concerns and taking responsibility for the safety and security of designated areas, including monitoring security cameras and responding to potential security risks. The position is based at the Bronson Cancer Center in Kalamazoo and is full time, with a first-shift schedule and 40 scheduled hours per week. Emergency Department team assignments have a facility-based weekend standby rotation from Friday at 7 p.m. to Monday at 7 a.m., occurring two to six times per year.

Requirements

High school diploma or GED.
Previous customer service experience.
Basic typing at 45 WPM, basic ten-key, and computer skills in a Windows environment.
Experience with multiple computer applications and operating systems, and office machines.
Knowledge of HIPAA and confidentiality requirements, insurance payer regulations and requirements, and patient rights.
Knowledge of revenue cycle components and how the role can affect the overall process.
Knowledge of how accurate registration affects patient satisfaction.
Analytical skills to solve simple to semi-complex problems.
Organization, prioritization, and time-management skills.
Ability to concentrate and pay close attention to detail.
Ability to multitask and adapt to change.
Ability to maintain composure amid deadlines, customer contact, and high work volumes.
For Emergency Department team assignments, availability for a weekend standby rotation from Friday at 7 p.m. to Monday at 7 a.m., two to six times per year.

Nice To Haves

Medical terminology and CPT and ICD-10 coding knowledge.
For Cancer Center assignments, an associate degree in a related field, or two years of related experience and/or training in a healthcare environment; two years of business office experience may also be considered.
Certified Healthcare Access Associate (CHAA) certification.

Responsibilities

Greet and register patients accurately and efficiently.
Verify insurance eligibility using online systems.
Provide and complete required patient forms.
Collect and enter payments and follow balancing procedures.
Analyze, interpret, and enter physician orders.
Scan and index forms.
Schedule appointments and communicate appointment information accurately for multiple facilities and ancillary departments.
Verify insurance for scheduled and urgent or emergent patients according to payer guidelines, and obtain authorization based on payer-specific criteria.
Accurately complete assigned work queues.
Identify patient financial counseling needs.
Maintain confidentiality in verbal, written, and electronic communications.
Follow established processes, protocols, and workflows.
Take initiative to resolve problems and meet patient needs.
Assist employees and visitors with concerns.
Assume responsibility for the safety and security of designated areas.
Monitor security cameras, identify potential security risks, and respond accordingly.