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About the Role

Creates the initial electronic health record that serves as the foundation of the patient medical record, preventing duplicate records and ensuring patient safety. Registers patients, collects demographic and insurance information, and discusses co-pays. Maintains patient confidentiality in accordance with HIPAA. Understands insurance basics, AAH contracts, and financial responsibilities. Ensures compliance with government regulations and obtains necessary signatures. May schedule appointments, provide test preparation information, perform visit closure, and support patient portal usage. Creates a welcoming environment, greets patients, answers phones, and maintains public relations. Proactively communicates customer service and process improvement opportunities. Offers patient assistance with transportation, directions, and interpreter services. May handle e-scanning, faxes, in-basket messages, and emergent needs. Monitors electronic health record work queues and may assist with training.

Responsibilities

Creates the initial electronic health record that serves as the foundation of the patient medical record
Prevents creation of duplicate medical records
Ensures compliance with the mandate of the organization’s accrediting bodies to use identifiers to positively identify a patient
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 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
Demonstrates a willingness and ability to work collaboratively with others for concise and timely flow of information
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

None Required

Skills

Demonstrate the Advocate Health purpose, values and behaviors
Ability to work in a high profile and high stress area
Working independently to set and meet deadlines
Multitask and prioritize work
Manage high-volume workloads with many interruptions in a fast-paced environment without direct supervision
May be cross-trained across various specialties and provide staffing support as needed
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

Location

New Berlin

Work Type

Full time
Onsite

Experience Level

None Required

Education Level

High School Diploma or GED

Salary/Compensations

$19.80 - $29.70

Benefits

Compensation Base compensation listed within the listed pay range based on factors such as qualifications, skills, relevant experience, and/or training
Premium pay such as shift, on call, and more based on a teammate's job
Incentive pay for select positions
Opportunity for annual increases based on performance
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

About the Company

Advocate Health is the third-largest nonprofit, integrated health system in the United States, created from the combination of Advocate Aurora Health and Atrium Health.
Providing care under the names Advocate Health Care in Illinois; Atrium Health in the Carolinas, Georgia and Alabama; and Aurora Health Care in Wisconsin, Advocate Health is a national leader in clinical innovation, health outcomes, consumer experience and value-based care.
Headquartered in Charlotte, North Carolina, Advocate Health services nearly 6 million patients and is engaged in hundreds of clinical trials and research studies, with Wake Forest University School of Medicine serving as the academic core of the enterprise.
It is nationally recognized for its expertise in cardiology, neurosciences, oncology, pediatrics and rehabilitation, as well as organ transplants, burn treatments and specialized musculoskeletal programs.
Advocate Health employs 155,000 teammates across 69 hospitals and over 1,000 care locations, and offers one of the nation’s largest graduate medical education programs with over 2,000 residents and fellows across more than 200 programs.
Committed to providing equitable care for all, Advocate Health provides more than $6 billion in annual community benefits.
This is Transformation One shared purpose brought us together.
Now, as one of the 10 largest not-for-profit, integrated health systems in the United States, our combined strength and stability drives us forward.
Starting with You Caring for nearly 3 million people has inspired a transformation.
One in which the patient’s experience guides our vision and empowers us to offer new possibilities in our communities.
Reshaping Access What is access?
It’s offering more sites of care than any other health system in the Midwest.
But there’s a new frontier.
Access is exploring the latest technologies to deliver care to patients exactly where they are and exactly when they need it
Inspiring Professionals With our dynamically inclusive workforce and strong connections to the places where we live and work, we’ll touch more lives and contribute to stronger and more vibrant communities.
Transforming Care We’re redefining the standard for care with world-class doctors and caregivers, innovative solutions, outstanding outcomes, and leading-edge research and clinical trials.
Combined, Advocate and Aurora are recognized for clinical excellence in: Cardiovascular Care Neurosciences Gynecology Oncology Pediatrics Primary Care Neurology Geriatrics Trauma Care

Equal Opportunity

All responsibilities and requirements are subject to possible modification to reasonably accommodate individuals with disabilities.
This job description in no way states or implies that these are the only responsibilities to be performed by an employee occupying this job or position.
Employees must follow any other job-related instructions and perform any other job-related duties requested by their leaders.