Patient Representative BBC ED 7a-730p

Bronson Healthcare Group•Battle Creek, 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, billing, and payment information, verify coverage, schedule appointments, provide financial information and price estimates, and help resolve patient financial issues, including negotiating payment arrangements. The role requires understanding how complete and accurate information affects patient care, patient satisfaction, and the revenue cycle. Patient 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. This position is based at Bronson Battle Creek Hospital in Battle Creek, Michigan, and works a 12-hour day shift from 7 a.m. to 7:30 p.m. The schedule is full-time, with 36 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.; this may occur two to six times per year. The role also includes 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 words per minute, basic ten-key, and computer skills in a Windows environment.
Experience with multiple computer applications and operating systems, as well as 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, multitask, and adapt to change.
Ability to maintain composure amid considerable deadlines, customer contact, and high work volumes.
Ability to perform regular walking, standing, stooping, bending, and sitting, and to lift light objects.
Ability to operate and give full attention to a personal computer or CRT for up to 40 percent of the time.
Emergency Department team members must participate in a weekend standby rotation from Friday at 7 p.m. to Monday at 7 a.m., occurring two to six times per year.

Nice To Haves

Medical terminology.
CPT and ICD-10 coding.
For Cancer Center positions only: 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.

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 appropriately to potential security risks.
Perform other duties as assigned.