Patient Access Advocate, Full-time

About Intuitive Health

Founded in 2008, Intuitive Health pioneered the combined emergency room and urgent care model, setting a new standard for innovation and accessibility in the ambulatory care space. Partnering with leading health systems nationwide, Intuitive Health builds and operates retail healthcare facilities that seamlessly integrate urgent care and emergency services under one roof. This innovative model enhances patient experience, reduces unnecessary emergency care costs, and empowers health systems to expand their market presence. Ranked among the top 1% of global retailers in customer satisfaction, Intuitive Health serves more than 1 million patients annually. For more information, visit IHERUC.com.

• The Patient Access Advocate is responsible for greeting patients with a smile, answering the phone, entering information into the electronic health record, data base, and general clerical duties. In this position it is imperative you are able to consistently maintain a pleasant, professional demeanor and make patients always feel welcome. Ability to multi-task is a must.
• The Patient Access Advocate performs registration functions, including updating of demographics, insurance verification, collection of point of service payments and documentation of registration information within an electronic system. The Patient Access Advocate will confirm account being registered has accurate information to ensure clean billing. The Patient Access Advocate will also perform visit closure activities including collecting payment, and any needed follow up activities required.
• The Patient Access Advocate provides the highest level of customer service to patients/family at time of service through registration interactions as well as providing wayfinding to patients and/or visitors.
• Greet patients in a friendly, courteous and professional manner in both in person and over the phone.
• Check patients in and out.
• Perform visit closure activities to include collecting payment, and any follow up activities that may be necessary for patient care.
• Verify insurance for eligibility and benefits using online electronic verification system or by contacting payer directly. Collect copayments, coinsurance, deductibles.
• Assist staff and patients with clerical duties as needed, including: copying, scanning and faxing documents.
• Creating and maintaining patient files.
• Answer and screen phone calls and direct to the appropriate individual. Take and direct messages as necessary.
• Provides callers with information such as company address, directions to the company location, company fax numbers, company website and other related information.
• Confirm all paperwork is filled out correctly.
• Make sure front desk, waiting room area and children’s play are always clean and presentable.
• Assure a clean work environment. This may include duties often reserved for housekeeping services such as emptying trash, vacuuming, mopping floors and cleaning counters.
• Encourage a work environment that is friendly and respectful.
• Provide patients and their families with a customer focused, friendly reassuring open environment that encourages patients to return to our ED/UCs.
• Follow all HIPAA policies and procedures.
• Follow all company policies.

• Minimum Typing Speed of 50wpm.
• Flexibility.
• Effective communication skills.
• Collaboration Skills.
• Patient/Client Focus.
• Technical Capacity.
• Basic knowledge in Microsoft Office Products (Word, Excel, Outlook)
• High school diploma or general education degree (GED)
• A minimum of 6 months of work experiences in healthcare setting or one year customer service background.
• Basic understanding of insurance preferred.
• Basic understanding of medical terminology and billing codes (DRG, ICD-10, CPT, HCPCS) preferred.
• Exceptional communication skills and customer service is required.
• Ability to read and comprehend simple instructions, short correspondence and memos.
• Ability to write simple correspondence.
• Ability to effectively present information to patients and other employees in the organization.
• Basic math skills including the ability to add, subtract, multiply and divide.
• Ability to apply common sense to carry out detailed written or oral instructions.
• Ability to deal with problems in standardized situations.
• Ability to work independently, self-directed and work with individuals with diverse background.
• Analytical and problem solving skills.
• Ability to manage conflict and appropriately request the help of a supervisor when needed.
• Daily focus on attaining productivity standards.
• Attend Staff meetings and Huddles as required.
• Minimum of 1 year experience in medical office setting desired.
• Familiar with health insurance and insurance verification.
• Knowledge and skills regarding all general office equipment including telephones, photocopiers, scanners, credit card machine and fax.
• Must be computer literate (Word, Excel, Outlook).
• Ability to perform multiple tasks simultaneously and to prioritize multiple demands effectively.
• Exceptional communication skills and customer service is required.
• Solid work history.
• This position includes standing, walking, use of hands, reaching, sitting, talking and listening. This position may require lifting up to 10 pounds. There are no special vision requirements for this position.
• This job operates in a healthcare setting. This role may routinely come into contact with patients who have contagious illnesses or diseases. This role routinely uses standard office equipment such as telephones, laptop computers, smartphones, photocopiers, calculators and filing cabinets and has moderate noise exposure.
• Non-exempt. Incumbent will be scheduled based on operational need.
• Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
• This is not necessarily an exhaustive list of all responsibilities, performance standards, measurements, skills or requirements associated with this job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require other or different tasks to be performed when circumstances change.

PHYSICAL DEMANDS

This position includes standing, walking, use of hands, reaching, sitting, talking and listening. This position may require lifting up to 10 pounds. There are no special vision requirements for this position.

WORK ENVIRONMENT

This job operates in a healthcare setting. This role may routinely come into contact with patients who have contagious illnesses or diseases. This role routinely uses standard office equipment such as telephones, laptop computers, smartphones, photocopiers, calculators and filing cabinets and has moderate noise exposure.

POSITION TYPE/EXPECTED HOURS OF WORK

Non-exempt. Incumbent will be scheduled based on operational need. Intuitive Health provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Intuitive Health provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.