Patient Representative - PT - Urgent Care-2

Bronson Healthcare Group•Kalamazoo, MI

19d•Onsite

About The Position

Patient Representatives support efficient patient access throughout the organization by greeting and registering patients, collecting and verifying demographic and insurance information, scheduling appointments, providing financial information and price estimates, and collecting payments. They apply current billing and coding requirements, help resolve patient financial issues, and negotiate payment arrangements. The position works in a team environment and provides exceptional customer service while recognizing how accurate, complete information affects patient care and the revenue cycle. Other duties may be assigned. Employees providing direct patient care must demonstrate competencies specific to the population served. The role is part-time, with 24 scheduled weekly hours, at Bronson’s North Pavilion (North Campus) in Kalamazoo. The posting identifies a 12-hour day shift. 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 six times per year. The work involves frequent patient and customer contact, deadlines, and high volumes of work. It may require operating a personal computer or CRT with full attention for up to 40 percent of the time, along with regular walking, standing, stooping, bending, sitting, and some lifting of light objects. The posting also lists duties involving security cameras and the safety and security of designated areas.

Requirements

High school diploma or GED.
Previous customer service experience.
Basic typing at 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 affects 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 be flexible in facilitating change.
Ability to maintain composure amid considerable deadlines, customer contact, and high work volumes.
For employees providing direct patient care, competencies specific to the population served are required.

Nice To Haves

Medical Terminology, CPT, and ICD-10 coding knowledge.
For Cancer Center positions only: Associate’s 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 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 patients’ 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.
Assume overall responsibility for the safety and security of designated areas.
Monitor security cameras, identify potential security risks, and respond accordingly.
Perform other duties as assigned.