Patient Representative BBC ED 7a-730p

Bronson Healthcare•Battle Creek, NE

2d•Onsite

About The Position

Patient Representatives help ensure efficient and effective patient access throughout the organization. They greet and register patients, collect and enter demographic and insurance information, verify coverage, schedule appointments, provide financial information and price estimates, and collect payments. The role requires applying current billing and coding requirements, addressing patient financial issues, and arranging payment plans. Representatives work in a team environment and provide exceptional customer service, while recognizing how accurate and 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. 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. The rotation may occur between two and six times per year. The position is a 12-hour day shift, scheduled for 36 hours per week. The posting also lists duties specifically for the Cancer Center, including assisting employees and visitors with concerns, taking responsibility for the safety and security of designated areas, monitoring security cameras, and responding to potential security risks.

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 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 to facilitate change.
Ability to maintain composure amid considerable deadlines, customer contact, and high volumes of work.
Ability to perform regular walking, standing, stooping, bending, and sitting, and to lift light objects.
Ability to operate and attend to a personal computer or CRT for up to 40 percent of the time.
ED team members must participate in a weekend standby rotation from Friday at 7 p.m. to Monday at 7 a.m., potentially two to six times per year.

Nice To Haves

Medical terminology and CPT and ICD-10 coding.
For Cancer Center roles: 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 also be considered.
For Cancer Center roles: Certified Healthcare Access Associate (CHAA).

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 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 patients who need financial counseling.
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 roles: 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.