Patient Representative - BLH 72 Hour ED (7pm-7:30am)

Bronson Healthcare•Paw Paw, MI

5d•Onsite

About The Position

Patient Representatives support efficient and effective patient access throughout the organization. They greet and register patients, collect and enter demographic, insurance, billing, and payment information, verify insurance, schedule appointments, provide financial information and price estimates, and help resolve patient financial issues, including negotiating payment arrangements. 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. 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 rotation may occur two to six times per year. The position is full-time, with 36 scheduled hours per week, on a 12-hour night shift from 7 p.m. to 7:30 a.m. The posting also lists duties for assisting employees and visitors with concerns, taking responsibility for the safety and security of designated areas, and monitoring security cameras to identify and respond to potential security risks. A separate section identifies additional qualifications for Cancer Center roles only.

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 to facilitate change.
Ability to maintain composure while working with deadlines, customer contact, and high volumes of work.
Ability to perform regular walking, standing, stooping, bending, and sitting, and lift light-weight objects.
For Cancer Center roles 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 be considered.

Nice To Haves

Medical terminology and CPT and ICD-10 coding knowledge.
For Cancer Center roles only: Certified Healthcare Access Associate (CHAA) certification.

Responsibilities

Greet and register patients accurately and efficiently.
Verify insurance eligibility using online systems.
Provide and/or 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 authorization 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.
Assume responsibility for the safety and security of designated areas.
Monitor security cameras, identify potential security risks, and respond accordingly.
Participate in the Emergency Department weekend standby rotation when assigned.