Patient Representative - Full Time 80 Hours Per Pay Period: (Bronson Cancer Center) - Kalamazoo

Bronson Healthcare Group•Kalamazoo, MI

4d•Onsite

About The Position

Patient Representatives support efficient, effective patient access by greeting and registering patients; collecting and entering demographic, insurance, billing, and payment information; verifying coverage; scheduling appointments; and providing financial information and price estimates. The role requires current knowledge of billing and coding requirements, the ability to address patient financial concerns and arrange payments, and an understanding of how accurate information affects patient care, satisfaction, and the revenue cycle. Representatives work in a team environment and provide exceptional customer service. Other duties may be assigned. Employees providing direct patient care must demonstrate competencies specific to the population served. For the Cancer Center, 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. A Certified Healthcare Access Associate (CHAA) credential is preferred. The posting also lists duties assisting employees and visitors with concerns, taking responsibility for safety and security in designated areas, monitoring security cameras, and responding to potential security risks. This is a full-time, first-shift position 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., occurring two to six times per year.

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, 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 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 volumes of work.
Ability to work with a personal computer or CRT, which may require full attention for up to 40 percent of the time.
Emergency Department-assigned representatives must participate in a facility-based weekend standby rotation, which may occur two to six times per year.
Employees providing direct patient care must demonstrate competencies specific to the population served.

Nice To Haves

Medical Terminology, CPT, and ICD-10 coding knowledge.
For the Cancer Center: 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, urgent, and 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 appropriately to potential security risks.
Perform other duties as assigned.