Patient Representative - PT - Urgent Care-2

Bronson Healthcare•Kalamazoo, MI

20d•Onsite

About The Position

Patient Representatives support efficient patient access by greeting and registering patients, collecting and entering demographic and insurance information, verifying insurance, scheduling appointments, providing financial information and estimates, and collecting payments. They apply current billing and coding requirements and help resolve patient financial issues, including arranging payment plans. The role requires understanding how accurate and complete information affects patient care, patient satisfaction, and the revenue cycle. Representatives work as part of a team and provide exceptional customer service. Other duties may be assigned. Employees providing direct patient care must demonstrate competencies specific to the population served. This is a part-time position scheduled for 24 hours per week on a 12-hour day shift at the Kalamazoo North Pavilion. The posting also includes duties concerning visitor assistance and security monitoring, including responding to potential security risks in designated areas.

Requirements

High school diploma or GED.
Previous customer service experience.
Basic typing speed of 45 WPM, basic ten-key skills, 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 the impact accurate registration has on 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 be flexible in facilitating change.
Ability to maintain composure amid deadlines, customer contact, and high volumes of work.
Ability to perform work involving regular walking, standing, stooping, bending, sitting, and some lifting of light-weight objects.
For Patient Representatives assigned to an Emergency Department team: participate in a facility-based weekend standby rotation from Friday at 7 p.m. to Monday at 7 a.m., occurring two to no more than six times per year.

Nice To Haves

Medical terminology knowledge.
CPT and ICD-10 coding knowledge.
For Cancer Center positions: 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 be considered.
For Cancer Center positions: 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 required balancing procedures.
Analyze, interpret, and enter physician orders.
Scan and index forms.
Schedule appointments and communicate appointment information accurately and efficiently for multiple facilities and ancillary departments.
Verify insurance for scheduled and urgent/emergent patients according to payer guidelines and obtain authorizations based on payer-specific criteria.
Accurately complete assigned work queues.
Identify financial counseling needs.
Maintain confidentiality in verbal, written, and electronic communication.
Follow established processes, protocols, and workflows.
Take initiative to resolve problems and meet patient needs.
Assist employees and visitors with concerns.
Take responsibility for the safety and security of designated areas.
Monitor security cameras, identify potential security risks, and respond accordingly.