Bronson Methodist Hospital Patient Representative Full Time

Bronson Healthcare•Kalamazoo, MI

1d•Onsite

About The Position

Patient Representatives support efficient patient access by greeting and registering patients, collecting and entering demographic and insurance/billing information, verifying coverage, scheduling appointments, providing financial information and price estimates, and collecting payments. The role requires applying current billing and coding requirements, resolving patient financial issues, and arranging payment plans. Representatives work in a team environment and provide exceptional customer service while understanding how accurate and complete information affects patient care, patient satisfaction, and the revenue cycle. Other duties may be assigned. Employees providing direct patient care must demonstrate competencies specific to the population served. The position is based in Radiology at the Kalamazoo location and is a full-time, first-shift role scheduled for 40 hours per week. 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.; this may occur two to six times per year. For Cancer Center assignments, the role also includes assisting employees and visitors with concerns and assuming responsibility for the safety and security of designated areas, including monitoring security cameras and responding appropriately 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 with multiple computer applications and operating systems, as well as 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 employees providing direct patient care, demonstrate competencies specific to the population served.

Nice To Haves

Medical terminology and CPT and ICD-10 coding knowledge.
For Cancer Center assignments, an 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 patient 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.
For Cancer Center assignments, assist employees and visitors with concerns.
For Cancer Center assignments, assume responsibility for the safety and security of designated areas, monitor security cameras, identify potential security risks, and respond accordingly.
Perform other duties as assigned.