Patient Service Representative Lead, Urgent Care Job at Advocate Health Care (West Allis)

Job Description

Department: 02190 AMG Six Points - Immediate Care. Status: Full time. Benefits Eligible: Yes. Hours Per Week: 40. Schedule Details/Additional Information: Clinic hours of operation Monday-Friday 8am-7pm, Saturday-Sunday and holidays 8am-4pm. Must be available to work evenings, weekends, and holidays. Schedule will typically consist of 2 12-hour and 2 8-hour shift per week. Every other weekend and a holiday rotation is in place. Will support the Six Points West Allis, Rivercenter Milwaukee, and Good Hope Milwaukee locations. Will be required to work shifts regularly at all 3 locations.

Job Responsibility

Creates the initial electronic health record that serves as the foundation of the patient medical record
Prevents creation of duplicate medical records
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
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
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 AAH contracts with and when a statement of financial responsibility is needed
Understands and discusses financial information and obligations with patients
Knows how and when to refer patients to Financial Advocates
Has knowledge of which rules, forms and questions must be enforced to make sure AAH remains compliant with government agencies and regulations
Obtains patient or guarantor signatures as required
May schedule patient appointments, including virtual and procedural
may also coordinate cancellations, reschedules, wait list requests, and recall requests
May provide accurate, detailed information regarding test preparations, patient arrival time, medication/food/beverage consumption guidelines, check-in procedures, directions to facility, etc
May perform visit closure, including checking out patients after their visit, scheduling follow-up appointment(s), and providing patients with the after-visit summary
May educate and support patients with the patient portal/app
Creates a welcoming and professional environment for our patients and visitors by demonstrating extraordinary customer service
Greets patients and visitors and responds to routine requests for information
Answers telephone, screens calls, and takes messages
Maintains excellent public relations with patients, families, and clinical staff
Proactively communicates issues involving customer service and process improvement opportunities to management
Offers various assistance to patients to include: arranging transportation needs, providing directions, locating a wheelchair, coordinating interpreter services, etc
May be responsible for e-scanning documents to Health Information Management (HIM), addressing incoming/outgoing fax, addressing inbasket messages via the electronic health record, and following direction from the clinical team for emergent needs
Monitors and works assigned electronic health record work queues, following the department’s approved process
May assist department leadership with orientation and training

Requirements

High School Diploma or GED
Ability to work in a high profile and high stress area, working independently to set and meet deadlines, multitask and prioritize work
Must be able to manage high-volume workloads with many interruptions in a fast-paced environment without direct supervision
Strong attention to detail and accuracy
Excellent customer service skills in a variety of situations
Must have excellent service recovery skills
Demonstrated independent thinking and problem-solving skills, ability to exercise judgment to triage issues and concerns
Excellent communication (written & verbal), customer service and interpersonal skills, ability to effectively communicate with a variety of patients, visitors, staff and physicians in a pleasant professional demeanor
Educate patients on the insurance coverage aspect of their care including managing the discussion for services that will not or may not be paid by their health plan
Interact with physicians and their staff to resolve issues related to the patient care
Collect and manage payments including cash payments, if applicable, and follow security related to cash handling
Strong understanding and comfort level with computer systems and proficient typing skills
Demonstrated technical proficiency including experience with electronic email, Microsoft Office, internet browser and phone technology
Ability to handle sensitive and confidential information according to internal policies
Excellent organizational skills
Demonstrated ability to effectively act as a resource to other teammates
Must be able to transition from sitting to standing frequently
Must be able to stand and sit for extended periods of time and be physically mobile throughout the workday
Frequently lifts to 10 lbs. and occasionally lifts 20 lbs. or more
Must be able to push/pull up to 50 lbs. with assistance
Sensory requirements include vision, hearing and touch
Must also be able to speak clearly
Must be able to use hands with fine motor skills for keyboard data entry

What we offer

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
Opportunity for annual increases based on performance
Premium pay such as shift, on call, and more based on a teammate's job
Incentive pay for select positions

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Patient Service Representative Lead, Urgent Care

Job Description

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