Bronson Methodist Hospital Patient Representative FT

Bronson Healthcare•Kalamazoo, MI

19h•Onsite

About The Position

Patient Representatives support efficient and effective patient access throughout the organization. They greet and register patients; gather, enter, and verify demographic, insurance, and billing information; schedule appointments; provide financial information and price estimates; and collect and record payments. The role requires current knowledge of billing and coding requirements and the ability to apply industry standards, resolve patient financial issues, and negotiate payment arrangements. Representatives must understand how accurate and complete information affects patient care and the revenue cycle, work effectively 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. through Monday at 7 a.m. The rotation may occur two to six times per year. Cancer Center-specific duties include assisting employees and visitors with concerns, taking overall responsibility for the safety and security of designated areas, monitoring security cameras, and responding appropriately to potential security risks.

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 work volumes.
For Emergency Department assignments, availability for the weekend standby rotation, which runs Friday at 7 p.m. to Monday at 7 a.m. two to six times per year.
For Cancer Center assignments, the ability to meet the described physical demands, including regular walking, standing, stooping, bending, sitting, and some lifting of light objects; work may involve computer or CRT use for up to 40 percent of the time.

Nice To Haves

Medical terminology and CPT and ICD-10 coding knowledge.
For Cancer Center assignments, an 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 also be considered.
Certified Healthcare Access Associate (CHAA) certification for Cancer Center assignments.

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 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 assignments, assist employees and visitors with concerns.
For Cancer Center assignments, assume overall responsibility for the safety and security of designated areas.
For Cancer Center assignments, monitor security cameras, identify potential security risks, and respond accordingly.