Patient Advocate-Cardiovascular ICU-40 hrs/ week-Variable-Detroit

Patient Access Representative

Under general supervision, follows established procedures to schedule patient appointments; perform new patient registrations; and update registration and insurance information. Responds to telephone inquiries from patients, internal and external physicians, Health Alliance Plan representatives, and other HFHS employees and customers regarding referrals and services offered throughout the Henry Ford Health System (HFHS), including HFH, Wyandotte, Macomb, HAP, Optimize, and others. Resolves patient access issues, documents complaints, and refers concerns to the Supervisor when appropriate. Maintains documentation of calls received and issues encountered for administrative review as needed.

Principal duties and responsibilities include:

• Responds to telephone inquiries from patients, physicians, employees, and other customers regarding referrals, appointments, prescription refills, provider messages, and HFHS services.
• Refers patients to the appropriate service or physician within HFHS, including Wyandotte or the Bi-County group, and performs follow-up to ensure proper referral and customer satisfaction.
• Performs new patient registrations and updates existing registration and insurance information.
• Validates and verifies insurance coverage using online systems or reference manuals. When verification is not possible, refers information to Insurance Verification.
• Reviews CarePlus or discusses diagnoses with callers to communicate referral or documentation requirements as needed.
• Communicates with internal and external physicians, patients, employees, and other customers to resolve issues related to patient or physician access, problems, and complaints.
• Refers individuals to internal or external agencies for rehabilitative services, worker's compensation matters, and other needs.
• Monitors incoming calls from physicians, patients, and other customers to ensure satisfaction regarding Continuing Medical Education, consultations, general information, bed transfers, and physician communication.
• Documents problems encountered within HFHS for administrative review when required.
• Performs online data entry of all telephone encounters in a fully automated environment.
• Maintains up-to-date scheduling protocols for physicians and services within the assigned scheduling area, and reports inconsistencies to the Supervisor or Group Leader.
• Performs other duties as assigned by the Supervisor, Group Leader, or department leadership.
• Maintains MEDIPAC core competencies as required by HFMG.

Education/experience required:

• Associate degree or two years of college in business or a related field, or an equivalent combination of education and experience.
• Minimum of one (1) to two (2) years of patient contact experience within HFHS, with strong written and interpersonal communication skills.
• Ability to type 25 wpm; experience using personal computers and working knowledge of Microsoft Word or other word-processing programs required.
• Previous HFH clinical CSR experience preferred.
• Knowledge of the HFHS mainframe, registration procedures, CarePlus, and insurance products preferred.