Patient Svc Rep II - Racine Oncology

American Addiction Centers•Mount Pleasant, WI

1d•Onsite

About The Position

This full-time Patient Service Representative II position is located in the Racine Oncology department. The role is central to patient care coordination, involving comprehensive patient service workflows. Key responsibilities include patient check-in, validating insurance, collecting co-pays and balances, and obtaining prior authorizations. The representative is also responsible for complex patient scheduling, including infusion and provider appointments, and managing cancellations or reschedules. The role requires providing detailed information to patients regarding test preparations, arrival times, and pre/post-procedure protocols. Additionally, the representative updates patient and insurance information, ensures data accuracy according to payor requirements, and resolves registration or authorization issues. They monitor patient flow, offer assistance such as arranging transportation, and handle visit closure tasks like scheduling follow-up appointments and providing visit summaries. The position may also involve educating patients and staff on prior authorization requirements and acting as a resource for other patient services staff, including assisting with orientation and training.

Requirements

High School Graduate.
Typically requires 1 year of experience in providing customer service that includes experiences in patient scheduling, registration and department / medical clinic reception.
Excellent customer service skills.
Demonstrated ability to effectively act as a resource to other staff.
Excellent communication (written and verbal) and interpersonal skills; ability to effectively communicate with a variety of patients, staff and physicians.
Intermediate computer skills including experience in using personal computers; including Microsoft Office or similar applications, and electronic mail.
Understanding of basic medical terms and abbreviations typically used in the patient scheduling and registration process.
Training or experience in keyboarding/data entry with an emphasis on speed and accuracy.
Excellent organizational skills.
Ability to read and understand verbal and written instructions, and to sort and file information alphabetically and numerically.
Ability to work in a fast paced environment with a strong attention to detail and accuracy.

Responsibilities

Greets patients and visitors and responds to routine requests for information.
Answers telephone, screens calls, and takes messages.
Registers patients; obtains demographic and insurance information; verifies insurance coverage, collects co-pays, deductibles, and previous balances; posts payments and updates demographic and insurance information; obtains prior authorizations when needed.
Schedules patient appointments and coordinates cancellations, reschedules, and additions to schedules.
Provides accurate, detailed information regarding test preparations, time patient to arrive, and any other directional information needed by patient.
Coordinates the scheduling of more complex patient appointments, tests and procedures.
Instructs the patient on pre and post-procedure protocols (i.e. medication guidelines, food / beverage consumption guidelines, check-in procedures, directions to facilities, etc.).
Updates insurance, financial responsibility and other data when changes or additions occur, and communicates to patient as appropriate.
Ensures insurance and patient information obtained is complete and accurate, applying acquired knowledge of government and third party payor requirements.
Identifies, reports, and resolves problems regarding registration or authorizations to appropriate individuals and departments.
Monitors patient flow to ensure they are cared for in the most efficient and courteous manner.
Offers various assistance to patients to include: arranging transportation needs, providing directions, locating wheelchair, etc.
Performs visit closure including checking out patients after visit, scheduling follow-up appointments, and providing patients with a visit summary.
May educate patients, staff and providers regarding prior authorization requirements, payer coverage, eligibility guidelines, documentation requirements, and insurance changes or trends.
Acts as a resource to patient services staff, resolving moderately complex patient concerns.
Assists department leadership with orientation and training for patient services staff.

Benefits

A comprehensive suite of Total Rewards: benefits and well-being programs, competitive compensation, generous retirement offerings, programs that invest in your career development and so much more – so you can live fully at and away from work.
Compensation Base compensation listed within the listed pay range based on factors such as qualifications, skills, relevant experience, and/or training.
Premium pay such as shift, on call, and more based on a teammate's job.
Incentive pay for select positions.
Opportunity for annual increases based on performance.
Paid Time Off programs.
Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability.
Flexible Spending Accounts for eligible health care and dependent care expenses.
Family benefits such as adoption assistance and paid parental leave.
Defined contribution retirement plans with employer match and other financial wellness programs.
Educational Assistance Program.