Patient Representative BMH ED - FULL TIME - DAYS

Bronson Healthcare•Kalamazoo, MI

23h•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, and billing information; verify eligibility; schedule appointments; provide financial information and price estimates; and collect payments. The role requires knowledge of billing and coding requirements, the ability to resolve patient financial issues and arrange payment plans, and an understanding of how accurate information affects patient care, 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. The rotation may occur two to six times per year. The position is a full-time, 12-hour day-shift role with 36 scheduled hours per week. Work involves regular walking, standing, stooping, bending, sitting, and some lifting of light objects. It may require operating and focusing on a personal computer or CRT for up to 40 percent of the time, and may involve mental and visual fatigue from varied duties, customer contact, high work volumes, and frequent significant deadlines. Additional duties listed for Cancer Center roles include 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 how accurate registration affects patient satisfaction.
Analytical skills to solve simple to moderately 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 Cancer Center roles, 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.

Nice To Haves

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

Responsibilities

Greet and/or 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 or emergent patients according to payer guidelines, and obtain authorization 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 roles, assist employees and visitors with concerns.
For Cancer Center roles, assume responsibility for the safety and security of designated areas.
For Cancer Center roles, monitor security cameras, identify potential security risks, and respond accordingly.
Perform other duties as assigned.