Patient Relations Rep II - MultiSpecialty

Summary

Under general supervision, assist patients with routine billing, scheduling and registration inquiries and provide customer service using basic knowledge of organization policies and procedures. Position emphasis will be on verification of patient insurance, deductible amounts and co-payment amounts for various types of providers.

Primary Responsibilities

• Via telephone or online contact, will verify insurance information, deductible amounts, and co-pay requirements for various clinic services. Document verified insurance information in Department’s triage software program.

• Answers incoming calls, takes appropriate messages and transfers to appropriate area.

• Documents in electronic medical record and other software tools that are essential to the clinic.

• Diffuse irate customers. Employ sound judgment to ensure best possible public relations. Investigate and resolve customer concerns.

• Maintain working knowledge of MCW and affiliate computerized scheduling and billing systems (i.e., IDX, Epic.)

• Coordinate multiple appointments efficiently for the program such as appointments for providers, chiropractors, physical and occupational therapy as well as procedures- using a patient centric scheduling model.

• Triage more complex patient inquiries to more senior level staff as appropriate.

• Perform related clerical functions such as maintaining patient accounts, data entry and filing.

• Develop understanding of MCW clinic locations and the locations of its affiliate facilities, including directions to and within associated buildings.

• Look up information in tables and lists; provide information appropriately.

• Other duties as assigned.

Knowledge – Skills – Abilities

• Clerical

• Administration and Management

• Computers and Electronics

• Customer and Personal Service

• English Language

• Coordination

• Active Listening

• Reading Comprehension

• Service Orientation

• Social Perceptiveness

• Extent Flexibility

• Static Strength

• Rate Control

• Response Orientation

• Wrist-Finger Speed

Qualifications

Appropriate experience may be substituted for education on an equivalent basis.

Minimum Required Education:  High School Diploma

Minimum Required Experience:    1 year customer service experience               

Preferred Experience:  Relevant experience in a health care environment with emphasis on insurance knowledge and patient contact preferred

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Physical Requirements

Work requires occasionally lifting moderate weight materials, standing, or walking continuously.

Work Environment

Occasional exposure to dust, noise, temperature changes, or contact with water or other liquids. Work is performed in an environmentally controlled environment.

Sensory Acuity

Ability to detect and translate speech or other communication required. May occasionally require the ability to distinguish colors and perceive relative distances between objects.