Patient Representative - PRN

Bronson Healthcare•Kalamazoo, MI

41d•Onsite

About The Position

Patient Representatives help ensure the efficient and effective flow of patient access needs throughout the organization. They greet and register patients, collect and enter demographic, insurance, billing, and payment information, verify coverage, schedule appointments, provide financial information and price estimates, and help resolve financial issues and arrange payment plans. The role requires current knowledge of billing and coding requirements and an understanding of how accurate, complete information affects patient care, patient satisfaction, and the revenue cycle. Representatives work in a team environment and provide exceptional customer service. Other duties may be assigned. Employees providing direct patient care must demonstrate competencies specific to the population served. For Patient Representatives assigned to an Emergency Department team, a facility-based weekend standby rotation may apply from Friday at 7 p.m. through Monday at 7 a.m. The rotation may occur two to six times per year. For Cancer Center positions only, an associate degree in a related field or two years of related experience and/or training in a healthcare environment is preferred; two years of business office experience may also be considered. The role may also assist employees and visitors with concerns and take responsibility for the safety and security of designated areas, including monitoring security cameras and responding to potential security risks.

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 using 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 facility-based weekend standby rotation from Friday at 7 p.m. to Monday at 7 a.m., potentially two to six times annually.
For Cancer Center positions, the listed preferred education or experience may be considered: an associate degree in a related field, two years of related healthcare experience and/or training, or two years of business office experience.

Nice To Haves

Medical terminology, CPT, and ICD-10 coding.
For Cancer Center positions, 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 be considered.
Certified Healthcare Access Associate (CHAA) certification for Cancer Center positions.

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 or emergent patients according to payer guidelines, and obtain authorization based on payer-specific criteria.
Accurately complete assigned work queues.
Identify 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.
For Cancer Center positions, assist employees and visitors with concerns, assume responsibility for the safety and security of designated areas, monitor security cameras, and respond to potential security risks.