Bronson Methodist Hospital Patient Representative Full Time
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 accurate registration and an understanding of how information quality affects patient care, patient satisfaction, and the revenue cycle. Representatives work in a team environment and provide exceptional customer service. They may also assist employees and visitors, take responsibility for the safety and security of designated areas, monitor security cameras, and respond to potential security risks. Other duties may be assigned. Direct patient-care employees must demonstrate competencies specific to the population served. The role is based in Radiology at 524 S. Park St. in Kalamazoo. It is full time, first shift, with 40 scheduled weekly hours. 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. For Cancer Center assignments 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.
Requirements
- High school diploma or GED.
- Previous customer service experience.
- Basic typing at 45 WPM, basic ten-key, 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 representative’s 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 weekend standby rotation from Friday at 7 p.m. to Monday at 7 a.m., two to six times per year.
- Ability to meet the role’s physical demands, including regular walking, standing, stooping, bending, sitting, and some lifting of light-weight objects.
Nice To Haves
- Medical terminology.
- CPT and ICD-10 coding knowledge.
- For Cancer Center assignments only: 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.
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 communications.
- 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, and respond to potential security risks.
- Perform other duties as assigned.
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What This Job Offers
Job Type
Full-time
Education Level
High school or GED
