Patient Access Rep 1

Major Responsibilities Creates the initial electronic health record that serves as the foundation of the patient medical record utilized by all members of the healthcare team. Prevents creation of duplicate medical records that can cause treatment safety issues and billing problems. Follows and ensures compliance with the mandate of the organization’s accrediting bodies to use identifiers to positively identify a patient prior to the delivery of patient care to ensure patient safety. Checks in and registers patients; obtains and verifies complete demographic, guarantor, and insurance information; discusses and collects co‑pays and other out‑of‑pocket patient responsibilities. Obtains accurate information at the point of registration to ensure timely payment and prevent billing issues and patient complaints. Maintains complete confidentiality regarding patient personal/financial information and medical records in accordance with HIPAA. Knows insurance basics and recognizes commercial and government plans; understands which plans Advocate Health contracts with and when a statement of financial responsibility is needed. Discusses financial information and obligations with patients; knows how and when to refer patients to Financial Advocates. Ensures enforcement of rules, forms, and questions to keep Advocate Health compliant with government agencies (e.g., HIPAA, EMTALA, Consent for Treatment, Medicare notices). Obtains patient or guarantor signatures as required. Schedules patient appointments; coordinates cancellations, reschedules, wait‑list requests, and recall requests. Provides detailed information regarding test preparations, patient arrival times, medication/food/beverage consumption guidelines, check‑in procedures, directions to facility, etc. Creates a welcoming and professional environment by demonstrating extraordinary customer service. Greets patients and visitors; responds to routine requests for information. Answers telephone, screens calls, and takes messages. Offers assistance such as arranging transportation, providing directions, locating a wheelchair, coordinating interpreter services. Monitors and works assigned electronic health record work queues following the department’s approved process. Licensure, Registration, and/or Certification Required None Education Required High School Graduate Experience Required None Knowledge, Skills & Abilities Required Demonstrate the Advocate Health purpose, values and behaviors. Ability to work independently in a high‑profile, high‑stress area; set and meet deadlines; multitask and prioritize work. Handle large workloads with many interruptions in a fast‑paced environment without direct supervision. Strong attention to detail and accuracy. Excellent customer service skills; service recovery skills. Independent thinking and problem‑solving; exercise judgment to triage issues and concerns. Excellent written and verbal communication; interpersonal skills; professional demeanor when communicating with patients, visitors, staff, and physicians. Educate patients on insurance coverage; manage discussions for services that may not be paid by their health plan. Interact with physicians and their staff to resolve patient‑care related issues. Collect and manage payments, including cash payments; enforce security related to cash handling. Strong computer proficiency: insurance verification/eligibility tools, EPIC, patient liability estimation tools, electronic email, Microsoft Office, internet browser, phone technology. Understanding of basic medical and insurance terms and abbreviations used in patient scheduling and registration. HIPAA compliance and knowledge of applicable state and federal rules/regulations. Handle sensitive and confidential information according to internal policies. General understanding of health insurance: Medicare, Medicaid, managed care, and commercial payers. Knowledge and ability to articulate explanations of Medicare/HIPAA/EMTALA rules and regulations; compliance with updates on insurance pre‑certification requirements. Excellent organizational skills. Act as a resource to other staff. Physical Requirements and Working Conditions May be required to travel and be exposed to weather and road conditions. Respond quickly to patient medical status and emergency situations in clerical areas. CPR certification may be required; notary training/licensure may be required as appropriate. Operate equipment necessary for the job. Exposed to a normal office environment with significant patient and public contact. May be exposed to ill or contagious patients. Transition between sitting and standing frequently; stand and sit for extended periods; physically mobile during the workday. Lift up to 10 lbs. frequently; occasionally 20 lbs. or more; push/pull up to 50 lbs. with assistance. Escort patients to nursing units or outpatient departments as necessary. Requires vision, hearing, and touch; must speak clearly; fine motor skills for keyboard data entry. May work a flexible schedule to meet departmental needs. Preferred Job Requirements Experience with insurance verification/eligibility tools, EPIC, patient liability estimation tools, electronic email, Microsoft Office, internet and phone technology. Benefits Competitive compensation based on qualifications, skills, and experience. Premium pay (shift, on‑call, etc.) and incentive pay for select positions. Opportunity for annual increases based on performance. Paid Time Off programs. Health and welfare benefits: medical, dental, vision, life, 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. Financial wellness programs and educational assistance. Additional benefits as part of the Total Rewards program. #J-18808-Ljbffr 600 Advocate Health, Inc.