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Advocate Aurora Health · 4 hours ago

Patient Service Representative Patient Access ED

Aurora Medical Center Grafton - 975 Port Washington Rd

Full-time

Onsite

Entry Level

$19.45/hr - $29.20/hr

1+ years exp

Advocate Aurora Health is the third-largest nonprofit, integrated health system in the United States, and they are seeking a Patient Service Representative to manage front desk responsibilities. This role involves greeting and checking in patients, collecting patient responsibility, and ensuring accurate patient information while collaborating with financial advocates as needed.

Health Care

Responsibilities

Manages front desk responsibilities, including greet, check-in, register walk-in patients, answer phones and collect patient responsibility

Reviews and/or obtains demographic and insurance information and collects patient responsibility

Informs the patient of the organization expectation of payment at time of service

Greets and checks in patients arriving for their appointments

Ensures patient information is complete and accurate

Collects patient responsibility as identified in the pre-registration process

Completes the registration process on walk-in patients, verifies and/or updates patient demographic and insurance information if changes or additions have occurred

Verifies insurance benefits, obtains/calculates patient responsibility and request payment

Communicates to patient the organization expectation of payment at time of service

Identifies patients in need of financial assistance and refers patients to Financial Advocate when necessary

Collaborates with Financial Advocate to coordinate patient’s financial resources and responsibilities including requesting patient to sign a Financial Obligation Form (FOF) or Advanced Beneficiary Notice (ABN) as needed

Monitors patient flow to ensure patients are cared for in the most efficient and courteous manner

Performs visit closure, including checking out patients, collecting additional patient responsibility (when applicable) and providing patient with appropriate documents

Schedules patient visits using guidelines established within scheduling system

Assists with new caregiver onboarding

Works assigned EPIC work queues, following the department’s work flow process

Maintains excellent public relations with patients, families, and clinical staff as well as demonstrates a willingness and ability to work collaboratively with others for concise and timely flow of information

Proactively communicates issues involving customer service and process improvement opportunities to management

Maintains knowledge of and reference materials for Medicare, Medicaid and third-party payer requirements, guidelines and policies, insurance plans requiring pre-authorization/referral and a list of current accepted insurance plans

Qualification

Insurance verificationEPIC electronic medical recordCustomer serviceMathematical aptitudeMedical terminologyEffective communicationCritical thinkingProblem solvingConfidentialityTeam collaboration

Required

High School Graduate

Typically requires 1 year of experience in customer service or clerical/office experience, including answering phones and assisting customers

Demonstrated ability to identify and understand issues and problems

Examines data and draws logical conclusions based on information available

Knowledge and ability to articulate explanations of Medicare/HIPAA/EMTALA rules and regulations and comply with updates on insurance pre-certification requirements

Mathematical aptitude, effective communication skills and critical thinking skills

Understanding of basic human anatomy, medical terminology and procedures for application in the patient referral/pre-certification/authorization processes

Ability to read and interpret documents such as safety rules, operating and maintenance instructions and procedure manuals

Ability to speak effectively to customers or employees of organization, maintaining a pleasant, professional demeanor

Ability to handle sensitive and confidential information according to internal policies

Ability to problem solve in a high profile and high stress area, working independently to set and meet deadlines and prioritize work

Demonstrated technical proficiency including experience with insurance verification/eligibility tools, EPIC electronic medical record, patient liability estimation tools, Microsoft Office, Internet Explorer and phone technology