Patient Access Operations Coordinator-Hospital

Major Responsibilities

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  Oversee daily operations of patient service areas to ensure departmental standards and efficiency are met.
  
  



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  Educate and update staff on changes relevant to their roles, policies, and procedures.
  
  
  
  



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  Manage supplies by ordering within budget guidelines and departmental needs.
  
  
  
  



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  Assess staffing needs and communicate requirements to leadership; ensure compliance with personnel policies.
  
  
  
  



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  Provide leadership and support to patient services staff, including training, orientation, work direction, and performance input.
  
  
  
  



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  Create and adjust staff schedules for
  
  
  optimal
  
  
  
  
  efficiency and patient throughput, including breaks, meetings, and peak volume coverage.
  
  
  
  



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  Assist
  
  
  with financial processes, including point-of-service collections, cash reconciliation, and bank deposits; monitor department work queues.
  
  
  
  
  
  



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  Support HR functions, such as interviewing, onboarding, staff development, and resolving employee concerns.
  
  
  
  



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  Ensure
  
  
  accurate
  
  
  
  
  patient registration, including demographic, insurance, and financial information;
  
  
  
  
  maintain
  
  
  
  
  HIPAA compliance and confidentiality.
  
  
  
  
  
  



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  V
  
  
  erify insurance coverage and
  
  
  
  
  financial responsibility
  
  
  
  
  , explain obligations to patients, and refer to Financial Advocates when needed.
  
  
  
  
  
  



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  Maintain regulatory compliance with HIPAA, EMTALA, Medicare notices, consent forms, and other required documentation; obtain signatures as needed.
  
  
  
  



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  Deliver exceptional customer service, including greeting patients, answering inquiries, scheduling appointments, coordinating
  
  
  assistance
  
  
  
  
  , and fostering a welcoming environment.
  
  
  
  

Minimum Job Requirements

Education

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  High school diploma or GED.
  
  

Certification / Registration / License

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  None
  
  

Experience

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  Two years of experience in either Patient Access or any of the following related experience; general physician office support or billing office, insurance office, customer service/hospitality, or call center (any industry).
  
  

Knowledge / Skills / Abilities

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  Demonstrates organizational values and behaviors, serving as a role model for Advocate Healths purpose and standards. Effective leadership and team-building skills, including delegation, motivating staff, managing priorities, and decision-making.
  
  



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  Strong communication and interpersonal abilities, capable of explaining policies, procedures, and financial responsibilities to staff and patients.
  
  



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  Analytical and problem-solving skills, including data collection and interpretation for operational improvements and planning.
  
  



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  Ability to thrive in high-pressure environments, multitasking, prioritizing, and meeting deadlines independently in fast-paced settings.
  
  



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  Exceptional attention to detail and accuracy, ensuring compliance and quality in all processes.
  
  



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  Outstanding customer service and service recovery skills, maintaining professionalism and empathy in diverse situations.
  
  



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  Technical proficiency with healthcare systems, including EPIC, insurance verification tools, patient liability estimation, Microsoft Office, and related technologies.
  
  



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  Knowledge of medical terminology, insurance processes, and regulatory compliance, including HIPAA and applicable state/federal requirements.
  
  



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  Ability to collaborate effectively with physicians, clinical teams, and patients, resolving issues and supporting patient care needs.
  
  

Physical Requirements and Working Conditions

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  May require travel, with exposure to weather and road conditions.
  
  



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  Respond promptly to patient emergencies occurring in clerical areas; CPR certification may be required based on location.
  
  



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  Notary licensure/training may be required depending on service line or facility.
  
  



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  Operate necessary equipment to perform job duties safely and effectively.
  
  



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  Work environment includes office and patient contact, with possible exposure to ill or contagious individuals.
  
  



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  Physical mobility and stamina, including frequent sitting/standing transitions, extended periods of standing or sitting, and ability to move throughout the workday.
  
  



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  Ability to lift and push/pull: frequently up to 10 lbs., occasionally 20 lbs. or more, and push/pull up to 50 lbs. with assistance.
  
  



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  Sensory and motor requirements, including clear speech, vision, hearing, touch, and fine motor skills for keyboard data entry; flexible scheduling and on-call availability may be required.
  
  

This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent may be required to perform other related duties.